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IT Support Team Leader

2 months ago

Towson, Maryland, United States Quadrant Inc Full time

Job ID:
Help Desk Shift Lead

REQUIREMENTS:
• Ability to obtain and maintain a US Public Trust clearance
• Proven experience as a Help Desk Shift Lead
• Minimum of 3 years in Help Desk/Desktop support roles
• At least 3 years working with laptops operating on Microsoft Windows OS and Office365 suite
• 2 years in a leadership role within a Help Desk support team
• 2 years providing Tier 2 IT support services
• 2 years utilizing an IT Service Management application for ticket and request logging
• Experience in documenting technical issues with detailed troubleshooting steps
• Strong customer service skills with a focus on resolving user issues
• Excellent interpersonal skills for effective communication with clients
• Experience in guiding and training team members on processes and systems
• Familiarity with ServiceNow IT Service Management
• Strong communication and collaboration skills
• Proven problem-solving abilities in a dynamic environment
• Understanding of IVR terminology and services
• High level of organization, reliability, and independence
• Bachelor's Degree with 3 years of experience, or a Master's Degree with 1 year of experience, or 7+ years of relevant experience in lieu of a degree

RESPONSIBILITIES:
• Oversee the ticket management for the Tier 1 and Tier 2 CCaaS (AWS Connect) support team
• Provide support and direction to Tier 1 and Tier 2 personnel as necessary
• Deliver daily summaries (reports via ServiceNow ITSM) to stakeholders, highlighting any significant issues or potential impacts
• Recommend tasks suitable for Tier 1 and Tier 2 team members
• Offer CCaaS 800 Number support during high call volumes or staff shortages
• Adhere to established CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution
• Triage requests to ensure proper transfer and escalation of customer inquiries or issues
• Provide emergency support outside of regular hours as required. Quadrant Inc is an affirmative action/equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.