Working from home, lead and manage a team of IT support specialists, application administrators, and support developers by providing guidance, support, and training as needed.
Monitor and analyze the performance of the IT support team, ensuring that support requests are handled efficiently and effectively.
Develop and implement IT policies, procedures, and best practices to ensure that our IT enterprise applications are supportable and maintainable.
Ensure that customer SLAs are met on a daily, monthly basis.
Evaluate and recommend software solutions to improve the ability to support client IT enterprise applications.
Work with other teams and offices to ensure that the IT support team is providing the necessary support to meet the needs of the Client.
Coordinate and/or troubleshoot technical issues and provide guidance to the IT support team in resolving complex technical problems.
Interviews and hires qualified individuals to fill open roles within the department.
Generates daily, weekly, and monthly reports requested by both internal and external clients.
Develops and mentors employees to a high level of competency.
Handles issues of a highly technical nature, and challenging calls from clients.
Assist in the identification, development, and documentation of required relevant policies.
Participates in the definition of key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process.
Continually monitor KPI performance and identify opportunities for improvement.
Monitors staff performance and schedule adherence to improve efficiencies and/or identify training opportunities, and to ensure proper coverage.
Remains current on internal procedures and external client requirements.
Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Information Technology & Services
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