Overview

Job Summary/Purpose: This is a non-permanent, Project-based position (up to 3-year extended assignment).

As the Technology Support Lead Analyst, you will join a team of professionals charged with managing support services for Chick-fil-A's corporate staff. We serve over 4,000 people through a managed service provider, offering service desk, walk-up support, and laptop delivery. Responsibilities include setting strategy for support services that scale with business growth, reviewing interactions to enhance customer experiences, and managing the service provider to ensure effective daily operations and continuous improvement. This role combines strong technical skills and leadership responsibilities with an emphasis on delivering a high level of customer service.

Responsibilities

• Design and constantly refine service desk support function to provide excellent user experiences.
• Partner with service provider to explore opportunities to improve the support services by collecting customer feedback, analyzing performance metrics, and researching industry best practices.
• Hold service provider accountable to negotiated service levels and address performance issues, as needed.
• Proactively determine recurring customer issues and work with stakeholders to ensure appropriate resolution.
• Cultivate and encourage the creation of a robust set of documented knowledge base articles for supported services and devices to ensure Service Desk agents can respond to our users' needs.
• Cross-train and assist in other functional areas including Executive Support, laptop depot, and walk-up support.
• Forecast future business needs and develop strategies to support company growth.
• Serve as an escalation point for support issues beyond the service provider.
• Ensure a consistent customer experience by establishing key partnerships with other support teams within the technology department and throughout the business to develop and maintain support policies, procedures, and processes.
• Ensure escalation groups are held accountable to resolve issues following agreed-upon support policies, procedures, and processes.
• Remain knowledgeable about emerging technology trends by attending conferences, pursuing certifications, establishing personal networks, and benchmarking.

Minimum Qualifications

• Experience managing and improving support processes through an ITSM platform
• Understanding of ITIL Framework
• Strong problem-solving ability
• Cross-functional team player
• Highly collaborative
• Excellent customer service skills
• Excellent oral and written communication
• Analytical mindset

Preferred Qualifications

• Experience leading a support team
• Experience with ServiceNow platform
• Project management experience
• ITIL Foundations
• HDI Manager Certification

Travel Requirements

Required Level of Education