End User Computing Lead

Job Overview The End User Computing Lead is a result-driven team leader responsible for monitoring and supervising a team of technicians to achieve the organization’s objectives. The position leads a team of End User Computing Technicians that resolve and report various computer problems related to network infrastructure, including end user support, security upgrades, and maintenance. This is a 2nd tier IT support team for internal employees requiring strong technical skills and customer service at the highest level. Key Responsibilities Lead a team that delivers front line technical assistance and support related to computer systems, hardware, and software. Manage and prioritize the ticket queue for the End User Computing team. Support, document, and manage conference room setups and operations at the corporate headquarters. Provide on-site technical support at the corporate headquarters as needed. Motivate and inspire the team to achieve organizational goals and targets. Develop and implement timelines to achieve project milestones and targets. Delegate tasks effectively to team members. Identify training opportunities and conduct meetings to maximize the team’s potential. Empower team members with skills to improve their confidence, product knowledge, and communication. Contribute to the success and improvement of the iService program. Create a positive and inspiring work environment for the team. Develop and maintain comprehensive support procedures and prepare end‑user documentation. Respond to service tickets/calls, troubleshoot, isolate the issue, and determine and implement the most appropriate solution. Maintain, support, repair, relocate, recover, upgrade, and deploy hardware as needed. Handle HIPAA‑sensitive data with utmost care and ensure its safe and secure management. Utilize Active Directory for account move/add/change and user creation. Qualifications Required High school diploma or equivalent. Excellent interpersonal, organizational, and communication skills. Confidence and skillful negotiating skills. Strong organizational skills to give the team direction. 3‑5 years of experience leading a team. 3‑5 years of experience in 1st tier Service Desk or 2nd tier IT Support. 3‑5 years supporting LAN/WAN, TCP/IP, Active Directory technologies. Ability and desire to provide excellent customer service to the user population. Working knowledge of Microsoft operating systems and applications; proficient PC skills (Word, Access, Excel, PowerPoint, e‑mail clients, and web browsers). Experience with Exchange, Active Directory, Networking, VMWare. Proven ability to support customers in a technical environment. Willingness to take ownership of problems and follow through to completion. Prompt response to support‑related email, phone calls, and other electronic communications. Self‑motivated, detail‑oriented, and able to work independently and efficiently to meet deadlines. Ability to manage multiple projects simultaneously with minimal supervision. Problem‑solving skills and ability to exercise sound judgment in any customer service scenario. Experience troubleshooting PC and laptop hardware issues. Verbal communication skills to provide instructions or other information. Physical ability to lift 25 lbs and perform bending, twisting, kneeling, squatting 30‑40% of the workday. Knowledge of connections, wiring and cabling, and network management (including DNS). Preferred ITIL certifications. Other Requirements Adhere to confidentiality standards and professional boundaries. Attention to detail. Time management. Remain calm and professional in stressful situations. Strong commitment to excellence. Quick‑thinking and astute decision‑making skills. Effective problem‑solving and conflict resolution. Excellent organization and communication skills. Demonstrated analytical and problem‑solving skills. Work in a project‑based team environment with minimal supervision. Handle multiple tasks in a fast‑paced office environment with changing priorities. Customer focused with dedication to customer satisfaction. Effective communication with people at all levels of the organization. Physical Requirements Lifts 15‑25 pounds. Age Must be 18 years or older. Language Must speak, write, read, and understand English. Work Environment Performs duties in an office environment during agency operating hours. May work in a variety of environments with exposure to allergens and other conditions. Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee; duties may change at any time. Total Rewards Comprehensive medical, dental, and vision coverage; 401(k) matching program; Employee Stock Purchase Plan (ESPP). Career Path: opportunities for advancement. #J-18808-Ljbffr Aveanna Healthcare LLC