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IT Support Team Leader

2 months ago

Houston, Texas, United States Demo - Maximus Full time

Position Overview:
Demo - Maximus is seeking a dedicated Help Desk Supervisor to oversee our Veterans Evaluation Services program. This role is crucial for managing technical staff to achieve established performance benchmarks while addressing service requests and resolving issues related to user systems and access to essential operational systems.

Key Responsibilities:

  • Oversee and enhance IT support services for both internal and external clients by evaluating help desk performance through various analytical and reporting techniques.
  • Prioritize and escalate service requests to ensure adherence to contractual and internal Service Level Agreements (SLA), considering potential financial implications for the organization.
  • Establish and uphold formal procedures to promote consistency and boost productivity.
  • Manage communication regarding outages and emergency situations within the organization.
  • Develop and implement guidelines for technician interactions with users, focusing on problem identification, research, isolation, and resolution.
  • Proactively address issues before they escalate into significant problems, overseeing efforts to prevent future occurrences.
  • Supervise IT personnel, including conducting performance evaluations and facilitating staff development.
  • Plan employee work schedules to guarantee adequate coverage during operational hours.
  • Oversee complex maintenance tasks and repairs of computer systems and peripheral devices.
  • Act as the primary liaison for level 2 and 3 support teams.
  • Ensure cross-training is implemented to enhance workload flexibility.

Qualifications:

  • A Bachelor's degree from an accredited institution is preferred, or equivalent relevant experience.
  • A minimum of 3 years of related experience is required.
  • At least 1 year of leadership or management experience is necessary.
  • Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
  • Strong organizational abilities and capacity to manage multiple tasks in a medium-sized business environment.
  • Availability to respond to the needs of internal and external clients regarding installations, maintenance, and equipment issues.
  • Technical proficiency in Microsoft Office, Outlook, Active Directory, web technologies, networking, Voice over IP (VoIP), and help desk ticketing systems.

About Demo - Maximus:
Demo - Maximus is a leading provider of government health and human services programs, collaborating with various government entities to deliver high-quality services to diverse communities. Our mission, established in 1975, is to assist government agencies in operating programs efficiently and effectively, ensuring improved outcomes for program constituents. We are committed to connecting citizens with essential government services through our dedicated workforce, innovative processes, and advanced technology.