Technology Support Coordinator - Ocoee - Informatic Technologies

    Informatic Technologies
    Informatic Technologies Ocoee

    5 days ago

    Description

    In this role, you'll oversee daily operations, ensure exceptional customer service, and drive continuous improvement initiatives. You'll be the go-to escalation point for technical issues while mentoring and developing your team to deliver efficient, high-quality IT services.
    Key Responsibilities

    • Lead and manage day-to-day team operations, including work prioritization, delegation, performance monitoring, and trend reporting (including security incident awareness)
    • Serve as primary escalation point for complex customer service and technical issues
    • Monitor and track IT inventory and assets for the cost center
    • Partner with IT leadership to identify process improvements and implement strategies that enhance efficiency, user satisfaction, and service quality
    • Maintain and update knowledge library to optimize team and customer experience
    • Collaborate cross-functionally with IT departments to ensure timely ticket resolution and SLA compliance
    • Conduct Quality Assurance reviews on customer incidents (onsite and remote) to ensure service standards are met
    • Coordinate audiovisual setups and video conferencing support as needed
    • Travel to remote sites for support when required within the region
    • Additional duties as assigned
    Required Qualifications
    Education:
    • Associate's or Bachelor's Degree in Computer Science, Information Systems, or related technical field (or equivalent work experience)
    Experience:
    • Minimum 5 years of IT operations experience in multi-platform environments
    • Minimum 2 years in customer service and quality assurance roles
    • Minimum 1 year of supervisory/team leadership experience
    • Proven experience managing projects and leading technical teams
    • Hands-on experience with ticketing systems and support request management
    Technical Skills:
    • Strong troubleshooting abilities for hardware and software issues
    • Solid understanding of help desk processes and service management principles
    • Experience with data center operations and system performance monitoring
    Soft Skills:
    • Excellent supervisory and mentorship capabilities
    • Strong organizational and time management skills
    • Ability to thrive under pressure and manage multiple priorities
    • Effective communicator with proven ability to motivate and empower teams
    • Comfortable working independently or collaboratively
    Physical Requirements:
    • Ability to lift up to 30 pounds
    • Availability for onsite hours: Monday-Friday, 7:00 AM - 6:00 PM
    Additional Requirements:
    • Valid Driver's License required
    • Must be authorized to work in the United States
    Preferred:
    • IT Enterprise environment experience
    • Prior government/public sector experience
    • Relevant IT certifications
    • Local candidates or those willing to relocate at own expense

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