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    Sr. Team Leader - Jacksonville, United States - Astadia

    Astadia
    Astadia Jacksonville, United States

    2 days ago

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    Description

    ** Sr. Team Leader**

    **Job Category****:** Information Technology **Requisition Number****:** SRTEA002263 Showing 1 location **Job Details**

    **Description**

    The qualified candidate for this position will lead and manage a team of desktop support professionals providing Tier 1, 2, and 3 technical support of computer hardware, operating systems, mobile devices, video conferencing systems, peripherals, and applications. This position requires a qualified individualwho possesses a positive attitude, organizational skills, a drive to focus and produce results, and the ability to lead a team to provide an excellent customer experience, while effectively managing customer relationships in a constantly changing and evolving environment. The qualified candidate will drive best practices and proactive consulting services to the client and be responsible for some reporting.

    ESSENTIAL DUTIES AND RESPONSIBILITIES:

    Manage the technical support teams high-quality, timely resolution of support requests

    Provide coaching, training, planning, and scheduling functions ensuring staff productivity and efficiency of work

    Actively coordinate and collaborate with team members and customers to understand, propose, and continuously implement service improvements

    Provide input on the effectiveness of client desktop support system methods and procedures as part of continuous service improvement

    Assist with analysis, planning, testing, and implementation of solutions.

    Resolve escalated issues from team members

    Ensure that team members review and edit customer and technical support knowledge base documentation on a regular basis

    Responsible for maintaining and sharing knowledge of policies and procedures for hardware, software, and technical services

    Manage processes and interactions:

    + Prioritizing/triaging work, taking into consideration skills required and estimated time to complete tasks

    + Develop, implement and ensure processes, procedures, and standards are followed

    + Establish parameters for and monitor work quality and performance metrics

    + Conduct root-cause analysis to identify systemic issues and prevent future incidents

    + Create analysis and trending reports for assigned unit

    Oversee and coordinate project implementations such as upgrades and equipment installations

    + Develop implementation plans and timelines of projects, provide status reports, exchange relevant risk and impact information with management and project teams, and meet timelines

    + Ensure that the team adheres to client-established methods and procedures for responding to support requests

    SKILLS, KNOWLEDGE, AND ABILITIES

    Experience developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes

    Excellent customer service orientation

    Experience with IT service management methodologies such as ITIL

    Proven ability to lead teams to meet customer expectations

    Demonstrated ability to influence others to move toward a common vision or goal

    Demonstrated understanding of client relationship management, process improvement, and proactively promoting best practices in customer support

    Demonstrated communication ability in presentation and advance writing skills (e.g., reflecting sensitivity to tone, audience, and situation)

    **Qualifications**

    **Skills**

    **Behaviors**

    **:**

    **Motivations**

    **:**

    **Education**

    **Experience**

    **Licenses & Certifications**

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR c)

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