Experience Inc. Jobs

Description

We are seeking an experienced and motivated IT Support Lead to join our team. The ideal candidate will have extensive experience with Windows 10 support, a strong focus on providing excellent customer service, and the ability to lead a team effectively. The IT Support Lead will play a crucial role in representing the IT service desk in leadership meetings, taking ownership of technical issues, and ensuring a seamless experience for our internal users.

Responsibilities:

• Provide technical support and troubleshooting for Windows 10 operating systems, hardware, and software applications.

• Lead a team of IT support technicians, providing guidance, coaching, and mentorship to ensure the highest level of service delivery.

• Act as the primary point of contact for escalated technical issues, taking ownership and driving resolution to ensure minimal disruption to business operations.

• Represent the IT service desk in leadership meetings, providing updates on support metrics, initiatives, and challenges.

• Collaborate with cross-functional teams to implement and maintain IT policies, procedures, and best practices.

• Continuously evaluate and improve IT support processes to enhance efficiency and customer satisfaction.

• Develop and deliver training programs for end-users to promote self-service and enhance technical proficiency.

• Maintain accurate documentation of support procedures, troubleshooting steps, and knowledge base articles.

• Stay up-to-date with emerging technologies and industry trends to provide proactive recommendations for improving IT services.

• Participate in 24x7 on-call rotation

  Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field.

• Minimum of 5 years of experience in IT support roles, with at least 2 years in a leadership or supervisory position.

• Strong technical proficiency in supporting Windows 10 operating systems, Office365, Active Directory, and common business applications.

• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.

• Proven track record of delivering exceptional customer service and maintaining high levels of user satisfaction.

• Demonstrated ability to prioritize tasks, manage multiple priorities simultaneously, and meet deadlines in a fast-paced environment.

• Azure experience preferred

• Strong problem-solving skills with a proactive and analytical approach to troubleshooting technical issues.

• Experience developing and delivering training programs or workshops is a plus.

• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are preferred.

  Technology Doesn't Change the World, People Do.®

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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