End User Support - Team Lead
Company: Motrex, LLC
Location: Alpharetta
Posted on: March 17, 2023
Job Description:
Overview
The Lead End User Support position is responsible for leading the
day to daybreak fix of support issues for the End User Support team
as well as providing support for infrastructure projects and other
projects assigned by End User IT Manager. The role will act as the
Subject Matter Expert & mentor to all end user technicians, provide
technician training, ticket auditing, as well as KPI reporting on a
geographically dispersed team, support ticket queue management of
tickets and technician daily workload management. The position will
be the point of contact for day-to-day end user support ticket
escalations from all manufacturing plants and priority VIP user
tickets, as well as creating and updating process
documentation.This position will work on-site in the office located
in Alpharetta.
Responsibilities
- Promote self-service tools and the knowledge repository as
mechanisms to improve end-user satisfaction and reduce costs.
- Serve as escalation point of contact in working with the Level
1 support offshore team. Escalation points for all tickets being
escalated from offshore Service Desk team.
- Perform trend analysis and develop action plans for improving
service timeliness and reducing costs for End User team
projects.
- Providing face-to-face, phone and online break fix IT support
to the enterprise user community.
- Maintain, troubleshoot, repair, and image desktop computers,
laptops, and peripherals.
- Leads the effort to ensure all IT assets are documented,
catalogued, and kept up to date in the CMDB tool.
- Interfacing with various vendors in support of the hardware and
software systems
- Working with vendors to ensure governance over the invoicing
and billing for all Plant Telecom and data lines charges.
- Installing and maintaining proper software and application
resources
- Communicating with other support groups within Motrex while
providing hands and feet support as required.
- Responsibility for end user device patch management to reducing
end user workstation vulnerabilities by ensuring machines stay
updated and patched.
- Responsible for the implementation of new compliance & IT
security-based tool rollouts that impact the end user as well as
remediation for existing rollouts.
- Ensuring all support cases are dealt with in agreed service
levels while maintaining satisfactorily ticket documentation within
ITSM logging system.
- Interfacing with all IT leaders on IT PMO as well as Business
PMO projects where applicable. Prepare PMO documents for end user
team project updates.
- Responsible for leading weekly IT Change Management Board
meetings for all IT changes.
- Occasional travel to remote sites within North America may be
required. (less than 20% annually)
Qualifications
- 5-7 Years experiencing in mid to large size organizations in a
support role. At least 3 years in a senior or Team Lead role
mentoring technicians.
- Excellent communication skills, with the ability to communicate
professionally and confidently at all levels with strong
organizational skills and a solution-based, problem-solving
mindset.
- Experience supporting Microsoft Office 365 with a preference
having supported tools in MS Azure cloud environment.
- Experience supporting Enterprise-level organizations' PC
support needs, along with some Executive Level/VIP support while
being flexible, adaptable, and able to meet tight deadlines.
- Must be able to manage multiple projects and priorities in an
efficient manner.
- Ability to work independently and carry out assignments to
completion within parameters of instructions given, prescribed
routines, and standard practices.
- Must be available for off-hour support and on-call rotations
when necessary.
- Responsible for developing standards/processes and
knowledgebase documentation.
- Reasonable level of understanding ITIL and ITSM
environment.
EEO Statement
Motrex is an equal opportunity employer where an applicant's
qualifications are considered without regard to race, color,
religion, sex, national origin, age, disability, veteran status,
genetic information, sexual orientation, gender identity or
expression, or any other basis prohibited by law.
About Statement
Motrex (motrexllc.com) provides services to industrial
manufacturing and recycling businesses. We specialize in Finance
and Accounting, Purchasing, EHS Compliance, Quality and Human
Resource Management, as well as Information Technology. Our
multi-functional approach enables us to exploit synergy potential
and thus improve the competitiveness of our clients'
businesses.
Keywords: Motrex, LLC, Alpharetta , End User Support - Team Lead, Other , Alpharetta, Georgia
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