What You'll Do:

• Responsible for the first tier of internal user technical support, servicing a growing operational team approaching 1000 headcount across 2 locations
• Responsible for the implementation, administration, workflow design, and vendor relationships of a set of systems/tools whose majority user base are operational teams. Do this in partnership and oversight from other corporate technical operations teams and business stakeholders
• Lead both the Tier 1 Helpdesk team (which includes a Supervisor and ~10 Technicians) and other system administrator direct reports, ensuring that they are receiving the support and development needed to empower them to do their best
• Drive continual improvements in the ticket management design, particularly with automation and efficiency in mind
• Establish and implement clear definitions for Tier 1 troubleshooting and escalation expectations and SLAs into the ticket management design. Build this with the aim to strive to get users operational or tickets escalated to proper teams real-time in an environment that demands quick decisions and results
• Advocate for the end user experience and service delivery in partnership with the greater technical operations organization
• Guide the buildout of the process and procedure library in partnership with central services teams. Ensuring the consistency of service and training are delivered and opportunities for process efficiency are identified.
• Play a key role in a central service department tasked with the building and optimizing of functions and processes across the entire operation. This requires an ability to wear multiple hats, bring a solutions-oriented mindset, and rally around greater operational needs