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Enterprise IT Service Desk Technical Lead

2 months ago

Middleton, Wisconsin, United States Ultratec Full time
Job Summary

We are seeking a highly skilled and experienced Technical Lead to join our IT Service Desk team at Ultratec. As a Technical Lead, you will be responsible for providing advanced technical support to our internal users, ensuring smooth operations, and maintaining high levels of customer satisfaction.

Key Responsibilities
  • Technical Support: Provide expert technical support to internal users, resolving complex issues related to hardware, software, network connectivity, and applications.
  • Team Leadership: Lead a team of Service Desk Technicians, providing guidance, mentorship, and coaching to ensure excellent customer service and technical expertise.
  • Service Level Monitoring: Ensure calls are monitored and tickets are resolved or updated within service level agreements (SLAs).
  • Incident Management: Investigate and resolve escalated technical issues, collaborating with other IT teams to find solutions promptly.
  • Process Improvement: Identify areas for process enhancements, automation, and efficiency improvements to enhance service delivery.
  • Documentation: Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles.
Requirements
  • Technical Expertise: Proven expertise in troubleshooting and repair of workstations and networks, with a strong understanding of M365, Windows 10/11, macOS, iOS, printers, copiers, and networking concepts.
  • Leadership Skills: Proven leadership skills, with the ability to coach, mentor individuals and teams to continually raise performance and achieve excellent customer service.
  • Communication Skills: Excellent interpersonal skills, with the ability to gauge the customer's technical ability and communicate with them in an appropriate technical or non-technical language.
  • Education: Technical/IS Degree completed or in process, certifications, or equivalent experience.
Working Conditions

This is a full-time position, working regular business hours, with on-call and after-hours responsibilities on a rotating basis. The ability to lift and/or carry 15-30 lbs. or more and push and pull carts when necessary.

Ultratec is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment.