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End User Support - Team Lead

Company: Motrex, LLC
Location: Alpharetta
Posted on: March 17, 2023

Job Description:


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.


  • 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)


    • 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 ( 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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