IT Support Desk Lead II

WHO WE ARE

Supported by more than 4,000 employees in nearly 100 locations across the United States, we provide a full continuum of engineering and consulting services, including design, planning, architectural, environmental, construction and program management.

Our clients include U.S.

federal, state and municipal governments, foreign allied governments, and a wide range of commercial clients.

Michael Baker is committed to delivering a standard of excellence that fosters a culture of innovation, collaboration and technological advancement to help solve our clients' complex challenges.

Summary

Supervises Support Specialist II/III staff members.

Responsible for creating process improvement and automation practices.

Responsible for authoring and auditing KB articles.

Manages hardware asset management operations and related tasks.

Reviews hardware budget reports and analysis.

Participant Support Specialist candidate interviews.

Lead contact for all hardware vendors and re-sellers.

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

Essential Duties

• Develop help desk tools and practices for automation and administration.

• Process Improvement Resource: As a service owner, design and deploy quality service solutions focused on high availability and minimizing the effort required to support or maintain.

• May serve as a task leader for various IT Support Specialist responsibilities and projects

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

• Knowledge sharing, including interviewing and training the Support Specialist II/III employees.

• Author, edit, and audit knowledgebase articles.

• Provide documentation on any deployed solution.

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

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

• Establishes hardware and software standards: Works with vendors, IT staff members and users to determine requirements for new or modified hardware and software.

• Manages vendor relationships under existing support contracts, tracking and documenting vendor compliance to existing SLOs.

Makes recommendations for additional support contracts, if required

Supervisory Responsibilities

• Oversees the development and monitors the performance of Support Specialist II/III responsibilities.

• Responsible for providing project 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 individual...