IT Support Desk Lead I

Supervises Support Specialist I staff members.

Assists with the development and oversight of all defined SOP's.

Responsible for providing incident management and project performance reports.

Analyzes incident management trends and behaviors.

Responsible for authoring and auditing KB articles.

Escalation resource for Tier I incident and problem management requests.

Responsible for developing efficient incident lifecycle practices.

Participant in all Support Specialist candidate interviews.

Provides training, technical support, and guidance to all Support Specialist I staff members.

May serve as a subject matter expert (SME) or technical resource on various IT initiatives and projects.

Essential Duties


* Task leader for various IT Support Specialist responsibilities and projects.


* Work with the Help Desk Manager on ticket trend analyses and reporting.


* Reviews and analyzes end user survey results and feedback reports.


* Knowledge sharing, including training the Support Specialist employees and cross-training peers.


* Review and edit knowledgebase articles.


* Provide documentation on any deployed solution.


* Participant in change management, problem management, and service communications for any deployed solution


* Develop help desk tools for automation and administration.


* Task leader for various IT Support Specialist responsibilities and projects.


* Collaborates with other IT functional groups and staff members for various projects and other initiatives.


* Assist in maintaining all aspects of IT service desk company-owned content, including SOP's, policy's, documents, guides, handbooks, and other collateral deemed as content.

Supervisory Responsibilities


* Oversees the development and monitors the performance of Support Specialist I responsibilities.


* Responsible for providing incident performance reports and analysis.


* Contributor for yearly appraisal reviews and staff development.

Experience


* Minimum of 8 years related experience

Education


* 4-year degree or equivalent experience in Information Systems, Computer Science, or related field.

Qualifications, Skills and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Has specialized knowledge and experience


* Promote a corporate culture based on proactive collaboration, sharing information, and learning.


* Identify a best practice by documenting the process.

Refine an existing operational process by automation or by developing an efficiency

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essen...