Help Desk Team Lead

Job Description

Cleveland, OH

Onite

Direct Hire

Salary + Bonus

The Information Technology (IT) Lead is responsible for leading and continuously improving information systems for the US organization. This position serves as the primary liaison between business stakeholders and technology teams to ensure enterprise applications support business processes, operational goals, compliance requirements, and strategic objectives. The IT Lead plans, establishes, and manages technology projects while coordinating the business and technical aspects of assigned initiatives. This role also oversees the reliable operation and day-to-day maintenance of business applications, telecom systems, desktop and field devices, customer support, end-user training, and related support functions.

DUTIES AND RESPONSIBILITIES

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• Ensures proper functioning of corporate information processing systems and business applications. Helps business operations utilize information systems to improve efficiency. Works close with senior management to assure corporate goals are met by applying technology to the routines of the business.
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• Keeps computer equipment, hardware, and software updated to meet organizational needs and Group IT policies.
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• Plan, develop, and implement standard or custom business management applications along with standard operating procedures. Be closely involved in such areas as: data entry coding, policy, procedures, workflow, form design, reporting and systems analysis. Coordinates with all departments in obtaining cooperation and consults with Subgroup and Group IT Departments, and external vendors in performing job duties.
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• Establish and maintain application specific governance processes, standards and best practices.
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• Assist in the development of departmental standards and procedures, direct and coordinate the work, providing technical support and training as it relates to operation of hardware and software within the network infrastructure.
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• Lead or oversee information technology projects including development of project plans, budgeting, tracking and implementation.
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• Implement and promote the company’s Global and Subgroup IT standards and policies.
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• Support Global or Subgroup IT projects as required.
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• Travel as necessary.
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• Comply with Company policies and procedures, including safety and quality.
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Competencies

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• Critical & Logical Thinking
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• Leadership
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• Change Agent
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• Project Management
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• Collaboration Skills
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• Communication Proficiency
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• Decision Making
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• Initiative
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• Problem Solving/Analysis
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• Results Driven
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Education and/or Experience

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• Bachelor’s degree in Computer or Information Science-related field required, Master’s degree preferred.
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• At least five years of related experience in administration of information systems and technology, with increasing level of responsibility throughout.
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Other Skills

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• Excellent ability to conceptualize long-term business goals and develop orderly processes to accomplish those goals.
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• Excellent managerial skills.
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• Thorough understanding of information technology and information technology systems.
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• Excellent verbal and written communication skills.
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• Organized with attention to detail.
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Other Duties

Please note this job description is not designed to cover, or contain, a comprehensive list of activities, duties or responsibilities that are required of employee for this job. Duties, responsibilities and activities may change at any time with, or without, notice.