IT Support Team Lead

4 days ago

Tampa, Florida, United States Solomon Page Full time

Job Summary

We are seeking a skilled IT Support Team Lead to join our team at Solomon Page. As a key member of our IT department, you will be responsible for leading and overseeing the day-to-day operations of the service desk, ensuring efficient and effective support for all IT-related issues.

The successful candidate will have a strong background in IT service management, with experience in managing technical staff, collaborating with business leaders, and working in complex environments. A proven track record of driving continuous improvement initiatives and fostering a collaborative team environment is essential.

Key Responsibilities:

  • Oversee Daily Operations: Manage the day-to-day operations of the service desk, ensuring efficient and effective support for all IT-related issues.
  • Maintain ITSM Tools: Ensure the IT Service Management (ITSM) tools are properly configured, maintained, and optimized to support service delivery and incident management processes.
  • Manage External Helpdesk: Coordinate and manage the relationship with external helpdesk providers, ensuring they meet service level agreements (SLAs) and deliver high-quality support.
  • Incident and Problem Management: Oversee the incident and problem management processes, ensuring timely resolution and root cause analysis to prevent recurrence.
  • Team Leadership: Lead, mentor, and develop the service desk team, fostering a culture of continuous improvement and high performance.
  • Performance Monitoring: Monitor and report on service desk performance metrics, identifying areas for improvement and implementing corrective actions as needed.
  • Customer Service: Ensure a high level of customer satisfaction by providing timely and effective communication and support to end-users.
  • Process Improvement: Identify and implement process improvements to enhance service desk efficiency and effectiveness.
  • Training and Development: Develop and deliver training programs for service desk staff to ensure they have the necessary skills and knowledge to perform their roles effectively.
  • Compliance and Security: Ensure all service desk activities comply with organizational policies, procedures, and security standards.

About the Role

This is an excellent opportunity for a motivated and experienced IT professional to join our dynamic team and take on a challenging leadership role. If you have a strong passion for IT service management and a proven track record of success, we encourage you to apply for this exciting opportunity.

What We Offer

We offer a competitive salary of $85,000 per year, along with a comprehensive benefits package, including medical, dental, 401(k), direct deposit, and commuter benefits. In addition, we provide opportunities for professional development and growth within the company.

Requirements

To be considered for this role, you must have a Bachelor's degree in Computer Science or a related field, and at least 5 years of experience in IT service management. A proven track record of leading technology initiatives, managing technical staff, and collaborating with business leaders is essential.

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