What are the responsibilities and job description for the Senior IT Support Lead position at StratusComm - Managed IT Services?
Position: Senior IT Support Lead
Department: Information Technology
Reports To: CEO / Managing Director
Location: Cary, IL
Type of Work: Full-time (In-person)
Position Summary: As a growing Managed IT Services provider, we’re seeking a Senior IT Support Lead to support our team of technicians, work with clients, and provide hands-on support across our client base. This role requires strong technical experience, leadership and some business process development. Strong communication skills are required and will be leveraged to help build a highly functional team and support the growth of the StratusComm.
Job Responsibilities:
● Be the go-to person for the tech team and all technical activities.
● Support business development, working with existing clients and prospective clients
● Ability to design and implement network architecture
● Strong experience with Microsoft Windows Servers, Active Directory, Hyper V, Azure
● Microsoft Mobile Management (Intune)
● Strong ability to troubleshoot issues, along with communication of progress
● Provide support to our clients that minimally meet the service level agreements (SLA) by monitoring all support ticket queues for SLA’s “Time to Close” and “Time to React” on incidents and changes. We also measure all relevant KPIs associated with the StratusComm agreement with the client support service.
● Physical onsite visits to clients
● Manage and work with the technical team to manage the lifecycle of equipment
● Work with the team and help automate all processes based on ROI
● Respond to service desk tickets promptly and provide excellent end-user service support as needed (ownership of the ticket until closure)
● Document procedures and troubleshooting information in our knowledge base/service catalog
● Proactive monitoring of systems and services
● Represent the core values of StratusComm
● Be the primary escalation point of contact for clients
● Flexibility to be on call as needed
Qualifications / Requirements
● Ability to work in the office on-site at least 90% of the time.
● Previous leadership experience
● Excellent customer service skills
● Excellent communication skills, both at the technical level and business level
● 6 years of experience working in IT, with at least 3 years in IT operations (Server, Network, AD, etc.)
● Ability to do day-to-day activities with a desire to learn and grow
● Strong planning and organization skills
● A strong sense of urgency, commitment to results, and the ability to be cooperative and flexible
● Excellent knowledge of Servers, Backups, Active Directory, Firewalls, Entra ID, Security Software,Personal Computers, Mobile Devices, Printers, and Thin Clients
● Ability to design and implement network architecture
● Excellent troubleshooting skills
● Work within a group and mentor new technicians
● Proactive, ask questions, soft skills