IT End User Support – East Coast Lead

4 days ago

Boston, Massachusetts, United States Hire Orbitt Full time $120,000 - $180,000 per year

Job Title: IT End User Support – East Coast Lead

Location: Boston (Fort Point) - 5 days a week.

Some travel is required to sites around the East Coast including Rhode Island and New York. Driving and owning your own vehicle is useful.

Company: Construction and Real Estate Industry

Pay: $30 – $35 an hour for a 6-month evaluation period. You will then be offered a full-time role with a salary range of $ $

Position Overview:

We are seeking an experienced and motivated individual to oversee our service delivery processes, provide technical support and ensure the highest level of customer satisfaction. The successful candidate will be responsible for overseeing the daily operations of the help desk, ensuring the timely resolution of technical issues, and improving overall service delivery.

· Oversee daily IT support operations, ensuring timely resolution of technical issues.

· Develop and implement IT support policies, procedures, and best practices to improve efficiency and service quality.

· Monitor IT support performance metrics and generate reports to evaluate team performance and identify areas for improvement.

· Collaborate with other IT teams and departments to ensure seamless support and service delivery.

· Handle complex technical issues and provide solutions to escalated problems.

· Maintain up-to-date knowledge of industry trends, technologies, and best practices.

· Ensure effective use of IT support tools and resources.

· Foster a customer-centric culture within the IT support team, ensuring excellent customer service and satisfaction.

· Manage inventory of IT assets and ensure proper maintenance and updates of all hardware and software.

Qualifications:

· Bachelor's degree in Information Technology, Computer Science, or a related field.

· 5+ years of experience in IT support management or a similar role.

· Strong technical background with knowledge of various IT systems, software, and hardware.

· Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are preferred.

· ITIL Knowledge: Proficiency in ITIL (Information Technology Infrastructure Library) practices and principles.

· Service Desk Management: Experience with service desk tools and software (e.g. ServiceNow).

· Excellent problem-solving and analytical skills.

· Strong communication and interpersonal skills.

· Ability to manage multiple tasks and projects simultaneously.

· Customer Service Orientation: Providing excellent service and support to end-users.

· Adaptability: Being flexible and adapting to changing business needs and IT landscapes.

Job Types: Full-time, Contract

Pay: $ $35.00 per hour

Work Location: In person

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