What are the responsibilities and job description for the IT Support Team Lead - End User Ops position at Blue Star Partners LLC?
Job Title: IT Support Team Lead – End User Ops
Location: Baltimore, MD – onsite – local candidates only
Period: 09/15/2024 to 09/15/2025 – potential for extension
Hours/Week: 40 hours
Rate: $85/hour
Contract Type: W2 only
Scope of Services:
The IT Support Team Lead – End User Ops will be responsible for leading and supporting the local IT team in providing comprehensive IT service desk and deskside support. This role involves overseeing technical end-user support operations, driving service and process improvements, and ensuring high levels of user satisfaction and operational efficiency.
Role, Responsibilities, and Deliverables:
- Lead and support the local IT team in providing IT service desk and deskside support, ensuring efficient and effective technical end-user assistance.
- Identify opportunities for continuous service and process improvement initiatives related to enhancing the end-user experience.
- Manage, measure, and report on key performance indicators (KPIs), including user satisfaction and operational service level agreements (SLAs).
- Coordinate and deliver technical support for long-standing issues impacting the end-user experience, ensuring timely resolution and minimal disruption.
- Work closely with business teams on escalations, coordinating actions with other IT teams, and providing regular updates to senior leadership.
- Develop and maintain strong relationships with end-users, stakeholders, and IT teams to facilitate smooth communication and collaboration.
- Implement best practices for IT support processes, ensuring adherence to industry standards and organizational policies.
- Provide mentorship and guidance to IT support staff, fostering a culture of continuous learning and professional development.
Education & Experience:
- Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
- Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
- Extensive experience in providing IT service desk and deskside support, including troubleshooting hardware, software, and network issues.
- Proven track record of driving service and process improvement initiatives in an IT support environment.
- Strong understanding of ITIL framework and best practices for IT service management.
- Excellent communication, interpersonal, and leadership skills, with the ability to work effectively with diverse teams and stakeholders.
- Proficiency in using IT support tools and systems, such as ticketing systems, remote support tools, and knowledge management systems.
- Ability to analyze data, generate reports, and present findings to senior leadership.
- Certification in ITIL, CompTIA A , or related fields is highly desirable.
Skills:
- Strong leadership and team management abilities
- Advanced problem-solving and analytical skills
- Proficiency in IT support tools and systems
- Excellent communication and interpersonal skills
- Ability to drive service and process improvement initiatives
- Strong understanding of ITIL framework and best practices
- Experience with managing KPIs and SLAs
- Ability to work effectively under pressure and meet deadlines
- High level of integrity and professionalism in handling sensitive information
Salary : $85