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    End User Team Lead - Phoenix, United States - Motion Recruitment Partners LLC

    Motion Recruitment Partners LLC
    Motion Recruitment Partners LLC Phoenix, United States

    3 days ago

    Default job background
    Description
    End User Team Lead

    Phoenix, Arizona

    Remote Local

    Contract

    $35/hr - $50/hr


    Our client is looking for an End User Support Lead with a focus on driving metrics, tooling, and SLAs within the group.

    This person will act as a hands-on team supervisor that motivates and clears roadblocks for the group so that they can handle their queues more efficiently and effectively.

    We're looking for someone how has experience leading groups and reviewing metric information in a call center or queue environment.

    This company is a major local player in Phoenix's educational space.

    While most of the team sits in Phoenix, they are largely remote and work core work hours Monday-Friday 8-5 PM.

    This is an opportunity to work closely with leadership and engineering groups to optimize and build tooling to help enable people.

    We're looking for someone who is a master motivator and is extremely tech savvy. This company invests heavy in continued education and cross training in other skillsets

    Contract Duration: 6 months with opportunity to convert to direct hire.

    Required Skills & Experience

    Leadership experience within a metric and/or SLA driven environment

    Experience with queue technologies including phone systems, ticketing systems and email platforms

    Expertise in the End User Services and advanced Technical Support

    Experience in tool optimization and collaboration with engineering teams

    Experience reporting to, collaborating and reporting to executive leadership teams

    Experience in Incident Management and Mitigation

    Desired Skills & Experience

    Knowledge of operating systems, database environments, and enterprise networking

    Experience managing and contributing to knowledge base systems, articles, and documentation

    Knowledge of monitoring tools focused on operations tooling in enterprise environments

    Advanced experience in automating workflows

    What You Will Be Doing

    Provide guidance for incident response staff in understanding operations, monitoring, alerting and security concerns.

    Review of tooling integration and connectivity to optimize workflows and efficiency

    Assigning tasks to personnel, directing technical resources, and evaluating, influencing and driving performance metrics

    Serve as a liaison to technical teams, tooling vendor partners, and leadership teams

    Oversee the work of the End User Services to ensure equipment and applications are optimal. This include operating systems, mobile devices, and ticketing systems

    Improvement of system reliability and performance. Automation of tasks to allow faster resolution of tickets

    Tech Breakdown

    30% Phone Queues in Twilio

    30% Jira Ticketing Systems

    40% Mobile Device, Desktop and Application management

    Daily Responsibilities

    • 30% Hands On
    • 30% Metric, KPI and SLA Reviews
    • 40% Team Collaboration and Motivation

    You will receive the following benefits:
    Medical Insurance - Four medical plans to choose from for you and your family

    Dental & Orthodontia Benefits

    Vision Benefits

    Health Savings Account (HSA)

    Health and Dependent Care Flexible Spending Accounts

    Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance

    Hospital Indemnity Insurance

    401(k) including match with pre and post-tax options

    Paid Sick Time Leave

    Legal and Identity Protection Plans

    Pre-tax Commuter Benefit

    529 College Saver Plan

    Motion Recruitment Partners is an Equal Opportunity Employer, including Veterans/Disability/Women.

    All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available.

    Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.


    Posted by:
    Roxy Lee


    Specialization:
    Technical Support
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