Advanced Support Team Lead

Responsibilities:- Day-to-day management of IT Services staff, including hiring, evaluating, scheduling, performance guidance, salary management, and promotions- Point of contact for users’ issues, complaints, or suggestions; maintaining the highest rate of customer satisfaction- Interpreting and enforcing company policies and practices- Provide timely and accurate trend analysis and demand forecasting of Service Desk support requirements based on Service Desk ticketing system data and knowledgebase- Coordinates and approves team travel, training, and purchasing- Motivate team and maintain excellent team spirit and morale- Evaluation of hardware and software requirements and suitability- Technical escalation for IT Services Staff, and liaison with Level 3 for escalations- Level 2 ticket resolution, to supplement IT Services staff- Anticipating user technical needs and acting proactively to meet them- Ticket system management: assigning, metrics, SLA evaluation- Training of IT Services Staff- Author and management of level-2 documentation (e.g., SOPs), both user-facing and internal- Interpreting and applying company policy both from a policy, technical, and financial standpoint- Responsible to fully document escalated tickets to show all work performed in order to pass SLRs- Responsible to manage team members to fully document assigned tickets to show all work performed in order to pass SLRs- Responsible to maintain accurate CMDB entries for assigned tickets or tasks, personally and for team membersQualifications:- US Citizenship required- Bachelor’s Degree plus 5 years of relevant experience preferred. Education Substitution: For each year of degree required, 2 years of experience may be substituted.- 5+ years of increasingly responsible experience in computer/helpdesk support in an Enterprise environment- Strong all-round technical knowledge needed, including O365 as well as Windows and Mac operating systems- Proven Supervisory or Managerial experience in a Service Desk or Helpdesk context- Outstanding verbal and written communication skills- Ability to manage and prioritize multiple ongoing projects with minimal oversightPosting Date:Department: -