IT Team Leader – 6210
Development, Full-time, Jersey City, NJ
This role has been filled
Role description:
The successful candidate for this key role will be responsible for a team within the IT Service Desk division of the business. This position has internal client facing responsibilities which requires an understanding of internal systems, infrastructure, and business practices. Responsibilities will prioritize a subset of North American offices and their relevant entities, mainly Jersey City, Boston, Chicago, Toronto, Horsham, Sao Paulo (Brazil) with shared coverage of several NYC metro offices. Cross support and collaboration with the NYC Team Lead for the remaining locations will still be required when need arises. The role holder will be responsible for a team of service desk engineers ensuring that procedures and best practices are followed, as well as managing the day to day needs of the team members.
Key Requirements
- Ability to communicate confidently and concisely using business acumen.
- Must evidence the ability to create and maintain strong working relationships with internal end users and groups.
- Ability to understand technical problems at a system, network, and server level.
- A proven track record of supervising an internal support team and dealing with escalations.
- Evidence strong attention to detail with the ability to both follow and introduce improved procedures to enhance the service being provided.
- The ability to both set and follow “Best Practice” guidelines.
- Calmness under pressure and ability to maintain good humor.
- Will be required to develop a deep understanding of ION Group business flows.
- Provide a point of escalation for executives, departmental managers. and service desk engineers.
- Adopt a flexible approach to travel between offices.
- Evidence the ability to motivate and inspire the team and embrace new ideas and challenges.
Duties and Responsibilities
- Day to day supervision of the team while maintaining a hands-on approach to incident management
- Work with other support teams to ensure delivery of high levels of service.
- Analyze team workloads and resource availability to maintain desk coverage and service levels at all times.
- Ensure that systems are fit for the purpose and proactively monitored.
- Proactively undertake ticket analysis to alert higher management to issues causing operational issues.
- Develop strong working relationships with other Productivity teams.
- Develop and document working practices for service desk members to follow and adhere to.
- Manage the team, including individual performance appraisals and setting attainable objectives.
- Implement and follow "best practice" for internal end user communication, incident investigation and progression.
- Lead and assist service engineers during incident resolution activities.
- There will be a requirement to participate in the team shift patterns and be available to assist with weekend work and out of hours escalation when required.
Essential Skills and Requirements
- Bachelors Degree or equivalent in Information Technology.
- A broad background in end user support.
- Evidence of ability to deal with end users and staff effectively at a senior level.
- Understanding of team management and development.
- Ability to think and operate at a strategic level.
- Excellent written and verbal communication skills.
- Evidence the ability to communicate complex information in laymen's terms in difficult situations.
- Ability to establish and maintain strong working relationships with users.
- Ability to understand technical issues.
- High level of interpersonal skills and personal drive.
- Enthusiastic and highly motivated.
- Confident communicator.
- “Can do” attitude.
- Highly organized, flexible and enjoys pace.
- Able to use initiative and prioritize work
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