Service Desk Team Lead

Lead It Technician

We are Lennar. Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

Join a Company that Empowers you to Build your Future

The Lead Onsite IT Technician provides advanced technical support and leadership for Lennar Associates. This role involves offering advice, mentorship, and training to other technicians, ensuring the smooth operation of all computer systems, networks, and communications equipment. The Lead Onsite IT Technician will coordinate with various departments and third-party vendors to deliver superior customer service and technical solutions.

• A career with purpose.
• A career built on making dreams come true.
• A career built on building zero defect homes, cost management, and adherence to schedules.

Your Responsibilities on the Team

• Provide advanced advice, mentorship, and training to IT Technicians, guiding them in troubleshooting and resolving complex issues. Lead by example in adopting and implementing best practices across the IT team.
• Assist senior colleagues in managing internal client relationships, handling complex technical requests, and ensuring a high level of client satisfaction.
• Produce, update, and maintain best practice support documentation.
• Offer end-to-end resolution of incidents, including proposing and implementing improvements to prevent future occurrences. Ensure that all incidents are thoroughly documented and analyzed in Service Now.
• Troubleshoot and resolve complex hardware and software issues.
• Enact manufacturer's warranties for equipment repair.
• Maintain and update Service Now tickets daily with accurate, scientific, and reproducible details.
• Lead the preparation and coordination of project plans for the installation and configuration of technology equipment across different divisions.
• Resolve printer and copier issues across the division.
• Arrange and coordinate technical support for meetings and events, including video conferencing and traditional audio/visual needs.
• Maintain, upgrade, install, replace hardware, and software as required.
• Report instances of server downtime and LAN/WAN connectivity issues immediately.
• Perform basic troubleshooting on LAN/WAN connectivity under guidance.
• Provide weekly status reports summarizing activities and outstanding issues.
• Monitor and assist with coordinating third-party support contractors.
• Perform other duties as assigned by the Onsite IT Manager.

Requirements

• Demonstrated understanding of advanced technology standards.
• Ability to perform and supervise complex installations and configurations.
• Proficient in troubleshooting a range of IT issues.
• Excellent communication, mentorship, and problem-solving skills.
• Ability to manage change effectively and understand its impact on business functions.
• High school diploma required or GED is required; Bachelor's degree and relevant IT certifications (CompTIA A+ or equivalent) preferred.
• Minimum 5+ years of relevant experience.

Life at Lennar

At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone's Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar's policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits.

Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.