End User Support Team Lead

We are looking for an End User Support Team Lead to manage a team and the day-to-day operations of our Help Desk Engineers. This individual will oversee complex technical problems, ensure white glove service is met, and develop and scale the team per business needs. The right candidate is focused on managing a team of engineers that provide top-tier customer service to our end users.

If you have proven skills in:

· Effectively managing, developing and mentoring high-performing end user support teams

· Oversee management of incident response and provide hands on solutions when needed

· Identifying opportunities for improvement and driving change

· Adapting quicky to a new and changing technical environment

· Engaging in technical collaboration with other Infrastructure groups and business IT teams

· Maintaining a senior level of knowledge and involvement at your company

· Developing and growing a team of engineers

· Utilizing data to drive decision making

· Managing multiple priorities in a fast pace and high demand environment

· Daily management of documentation, processes and operations

Qualifications:

· Bachelor’s degree (BS or BA) in related field

· 5+ years of experience managing or leading a team of engineers

· 7+ years of relevant technical support experience

· Passionate about providing a top tier customer service experience

· Troubleshooting experience with all aspects of Apple computers, Mac OS, iPhone, and iPads

· Troubleshooting experience with all aspects of Microsoft Windows and Linux and various operating systems

· Troubleshooting issues with messaging platforms, collaboration, video conferencing tools (such as WebEx, Zoom, Blue Jeans), AV issues, and conference room issues.