IT Support Team Lead - End User Ops

Job Description

Job Title: IT Support Team Lead – End User Ops

Location: Baltimore, MD – onsite – local candidates only

Period: 09/15/2024 to 09/15/2025 – potential for extension

Hours/Week: 40 hours

Rate: $85/hour

Contract Type: W2 only

Scope of Services:

The IT Support Team Lead – End User Ops will be responsible for leading and supporting the local IT team in providing comprehensive IT service desk and deskside support. This role involves overseeing technical end-user support operations, driving service and process improvements, and ensuring high levels of user satisfaction and operational efficiency.

Role, Responsibilities, and Deliverables:

Lead and support the local IT team in providing IT service desk and deskside support, ensuring efficient and effective technical end-user assistance.

Identify opportunities for continuous service and process improvement initiatives related to enhancing the end-user experience.

Manage, measure, and report on key performance indicators (KPIs), including user satisfaction and operational service level agreements (SLAs).

Coordinate and deliver technical support for long-standing issues impacting the end-user experience, ensuring timely resolution and minimal disruption.

Work closely with business teams on escalations, coordinating actions with other IT teams, and providing regular updates to senior leadership.

Develop and maintain strong relationships with end-users, stakeholders, and IT teams to facilitate smooth communication and collaboration.

Implement best practices for IT support processes, ensuring adherence to industry standards and organizational policies.

Provide mentorship and guidance to IT support staff, fostering a culture of continuous learning and professional development.

Education & Experience:

Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.

Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.

Extensive experience in providing IT service desk and deskside support, including troubleshooting hardware, software, and network issues.

Proven track record of driving service and process improvement initiatives in an IT support environment.

Strong understanding of ITIL framework and best practices for IT service management.

Excellent communication, interpersonal, and leadership skills, with the ability to work effectively with diverse teams and stakeholders.

Proficiency in using IT support tools and systems, such as ticketing systems, remote support tools, and knowledge management systems.

Ability to analyze data, generate reports, and present findings to senior leadership.

Certification in ITIL, CompTIA A+, or related fields is highly desirable.

Skills:

Strong leadership and team management abilities

Advanced problem-solving and analytical skills

Proficiency in IT support tools and systems

Excellent communication and interpersonal skills

Ability to drive service and process improvement initiatives

Strong understanding of ITIL framework and best practices

Experience with managing KPIs and SLAs

Ability to work effectively under pressure and meet deadlines

High level of integrity and professionalism in handling sensitive information

Full-time