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- Supervision and mentorship of employees at local and remote locations.
- Partner closely with Support Services Leadership to develop and implement strategies and training initiatives to increase Support Specialist effectiveness.
- Serve as a primary point of contact for local IT escalations and coordinate engagement of other teams as appropriate.
- Mentor employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service.
- Provide periodic review of employees that includes coaching customer service, technical ability and additional skill building as determined during review (Additional reviews may be staged on an ad-hoc basis, but a scheduled review is required on an annual basis).
- Responsible for mid and year-end performance reviews and regular reporting to Leadership as needed.
- Sustain project updates and status reports to leadership on regular basis.
- Maintains strong understanding of client’s environments, including but not limited to software applications,
- learning management systems, and account creation procedures.
- Drive best practices for remote desktop management, automation of imaging\updating, and proactive maintenance of supported systems.
- Maintain and enforce the asset refresh program to keep technology in an up-to-date fashion.
- Maintain desktop application inventory and assist with software licensing maintenance.
- Provide purchase approval and assist with providing financial forecasts for computer replacement and purchase.
- Define and maintain security procedures and policies; enforce these policies with the local ITSS team members.
- Monitoring, supporting, and troubleshooting systems issues.
- Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues.
- Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
- Relative industry certifications are considered a plus
- Operations experience
- Must be willing to work some weekend shifts in support of maintenance and participate in on-call rotation duties
- Minimum of 2-years management or lead experience
- Ability to work a flexible schedule that may include nights and weekends
- Strong communication skills and proven track history of excellent customer service
- General knowledge of the higher education industry preferred
- Strong analytical and problem solving skills
- Strong PC & MAC troubleshooting skills
- Familiarity with multiple operating system platforms, specifically O365 environments and Windows10
- Server operating environment troubleshooting skills
- Ability to convey technical topics to a wide variety of callers with varying technical skill levels.
- Excellent written and verbal communication; Must be able to thoroughly document implementations, modifications and removals
- ID: #22552617
- State: Missouri St louis 63011 St louis USA
- City: St louis
- Salary: Depends on Experience
- Job type: Permanent
- Showed: 2021-11-11
- Deadline: 2022-01-05
- Category: Internet engineering