IT Support Team Lead

Vista Global Holding provides worldwide business flight services. A global group headquartered at the DIFC in Dubai, Vista Global integrates a unique portfolio of companies offering asset-light services to cover all key aspects of business aviation : guaranteed and On Demand global flight coverage; aircraft leasing and finance; and cutting-edge aviation technology.

Your Responsibilities

This position is for an IT Support team lead based in the U.S., Columbus OH office. He / she will be responsible for ensuring that IT Support is delivered with a high level of customer service effectively and efficiently.

ESSENTIAL FUNCTIONS include the following but are not limited to :

• On-boarding of new hires within the team related to IT needs and requirements and ongoing training of the IT Support team.
• Responsible for the 'business as usual' workload of IT Support.
• Creation of team rotations (floorwalkers, on-call, weekend / holiday coverage, etc.).
• Department reporting.
• Ticket and queue management via JIRA, including monthly inspection of tickets and results for quality purposes.
• Reduction and sustained processing of backlogged and breached SLA Tickets.
• Closure of support tickets to decrease the load on Level 1 and 2 teams.
• Lead the team's daily handover call and produce handover reports.
• Weekly end-user support meeting.
• Establish working procedures between IT Support and other support teams.
• Critical problem management - following up and managing the problem until it is resolved in production environments.
• Incident management - ownership of incident and team engagement and communication of incident to Senior IT and business management.
• Validate KB procedures and contribute to captured learning.
• Reducing workload by reviewing activities and identifying opportunities for automation.
• Liaise with other departments to ensure scheduled maintenance is communicated with end users.
• Work alongside and participate in team senior meetings.
• Be aware of cyber security and deal with the InfoSec department, making a conscious effort to work in a safe, controlled environment always.
• Always ensuring a high quality of customer service, liaising with businesses to ensure consistent quality of service.

Supervisory Responsibilities :

Required Skills, Qualifications, and Experience

Required Experience :

QUALIFICATIONS :

Bachelor's degree in computer science or related field OR equivalent experience.

TRAVEL :

Occasional travel - may be required to travel to domestic or international sites occasionally.

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