Job Description:
We are seeking an IT Support Team Lead to oversee a kind and helpful team of IT support analysts, ensuring that end-users receive high-quality support in a timely manner. You will be responsible for monitoring the progress of tickets and projects within your assigned locations. You will also establish and maintain relationships with local site staff to gather feedback and identify upcoming projects that may involve IT, provide regular guidance, training, and feedback to your direct reports. If you have over 2 years of experience managing a team, meet the requirements below, and would like to join a growing global IT team, please apply.
This position will supervise support personnel in the Southeast US.
Location: Charlotte, NC
Hybrid: 2 days per week in office
Travel: Up to 10%
RESPONSIBILITIES AND DUTIES
IT Support
Business Liaison
·Continuously looking for improvement in IT-related areas to increase business efficiency
·Act as IT local supporter’s supervisor in frequent IT meetings with business or project meetings
Managing
·Assign projects and tasks to team members and monitor to ensure deadlines and milestones are met
·Monitor the ServiceDesk’s responsibility, identify problem areas, and address findings to enhance the quality of service
·Attending Bi-monthly quality calls
·Track and analyze trends, generate reports, and present them to global team leaders
·Provide/propose ideas to improve ServiceDesk procedures, policies, and tools
·Schedule weekly or bi-weekly meetings individually with each IT supporter to review tickets, projects, and other updates
·Oversee IT and location forecasting and budgeting
·Ensure a safe work environment and mindset to prevent accidents
·Manage a team of IT support analysts
·Monitor performance with regular meetings and discussions
·Perform people planning tasks and conduct reviews biannually
·Train and support staff
Travel
·Target to visit locations of your direct reports a minimum of once annually.
·Attend IT support Conferences
·Other travel up to 5-10% for management meetings, support events, and training
QUALIFICATIONS / REQUIREMENTS
Technical competencies
·Proficient in English, both spoken and written.
Required experience:
·Office 365 Administration
·Managing team – providing feedback for reviews
·Ticketing system(s)
·Remote support tools
·Windows operating system
·Imaging PC’s
Preferred Experience:
·SharePoint Online
·Video Meeting Rooms
·Mobile Device Management
·Procurement Process
Non-technical competencies
·Ability to work under pressure and with urgency
·Self-organized mindset
·Good communication & empathy towards others
·Team spirit and good multicultural interpersonal skills
·Self-reliance, adaptability, and availability
Education /Experience:
·3+ Years of end-user support experience
·2+ years of management experience is required
·An associate's degree in IT is preferred
#LI-MG1
#Hybrid
IT Support Team Lead – Southeast US, Charlotte, NC • Charlotte, NC
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