IT Support Team Lead
3 weeks ago
About the Role
We are seeking an experienced IT Support Team Lead to join our team at Sourcebooks. In this role, you will oversee complex technical support operations, mentor the support team, and act as the escalation point for advanced issues.
This is a hybrid position requiring 2/3 days a week at our office in Naperville, Illinois. The estimated salary range for this role is between $60,000 to $75,000, with the final offer dependent on experience and qualifications.
Job Description
- Serve as the technical escalation point for Level I and Level II support teams, resolving advanced technical issues.
- Provide mentorship, training, and guidance to support staff, ensuring the team operates at a high level of efficiency and expertise.
- Monitor and manage the IT ticketing system, ensuring timely resolution of escalated issues and adherence to service-level agreements (SLAs).
- Assist with onboarding new employees by ensuring IT resources are provisioned, configured, and functioning properly.
- Oversee the 4-year computer replacement cycle, ensuring timely hardware upgrades and deployments.
- Develop and refine IT support processes and tools to improve efficiency and user satisfaction.
- Analyze support trends and metrics to identify areas for improvement in IT services and team performance.
- Collaborate with other IT teams to resolve cross-functional issues and enhance overall service delivery.
- Document solutions for complex issues and update the team's knowledge base to support continuous learning and process improvement.
- Provide hands-on support during peak periods or when resolving critical issues.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of IT support experience, with demonstrated expertise in handling advanced technical issues.
- Strong problem-solving skills and the ability to troubleshoot and resolve complex IT issues.
- Experience mentoring or leading technical teams, with a collaborative and supportive leadership style.
- Solid understanding of IT support operations, ticketing systems, and troubleshooting methodologies.
- Excellent communication and interpersonal skills, with a focus on customer service and user satisfaction.
Benefits
Full-time employees are eligible for our comprehensive benefits program. Our range of benefits include Medical/Prescription drug insurance, Dental, Vision, Health Care/Dependent Care Flexible Spending Account, Health Savings Account 401(k), Short and Long-Term Disability Insurance, Life/AD&D Insurance, & generous paid time off.
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