What are the responsibilities and job description for the IT Support Team Lead position at A Hiring Company?
Join our team at Cobalt Benefits Group and start an exciting new career in employee benefits solutions. As an IT Support Team Lead, you’ll play an important role in helping us offer customized, self-funded insurance options to our clients and members.
We are looking for an experienced IT Support Team Lead to oversee a team of IT support professionals, ensuring that technical issues are resolved quickly and efficiently while maintaining high levels of customer satisfaction. This role requires a broad technical background and a hands-on approach to managing complex technical issues across various IT systems. The IT Support Team Lead will be responsible for guiding the team, providing technical expertise, and ensuring the smooth operation of our helpdesk support services.
Responsibilities:
- Leadership & Supervision: Lead, coach, and mentor a team of helpdesk technicians, providing direction, setting priorities, and ensuring a high standard of support. Monitor team performance to meet KPIs and ensure adherence to SLAs.
- Technical Support Management: Oversee and provide support for a broad range of technical issues including hardware, software, network, and infrastructure support. Ensure team members can troubleshoot and resolve issues related to operating systems (Windows, macOS), hardware components, email systems, and printers.
- Incident & Request Management: Manage the helpdesk ticketing system to track, prioritize, and ensure timely resolution of incidents and service requests. Maintain accurate records of technical issues, resolutions, and customer interactions.
- Escalation Management: Handle complex or escalated technical issues, providing tier-3 support for challenging problems involving servers, network infrastructure, or specialized software. Ensure timely escalation to higher-level IT teams when needed.
- End-User Support: Provide direct support to end-users, assisting with software installations, system configurations, network connectivity issues, remote access problems, and other technical inquiries.
- System & Network Troubleshooting: Manage and support day-to-day IT operations, including troubleshooting network issues (TCP/IP, DNS, DHCP), diagnosing connectivity problems, and managing access issues (VPN, Active Directory, remote desktop services).
- Device Management & Configuration: Oversee the installation, configuration, and maintenance of desktops, laptops, mobile devices, and peripheral equipment. Manage software and hardware inventory, ensuring all devices are up-to-date and secure.
- Security Support: Collaborate with IT security teams to address security-related issues such as malware infections, unauthorized access attempts, and ensuring the implementation of security updates and patches across devices and systems.
- Training & Knowledge Sharing: Conduct training sessions for the team on new technologies, troubleshooting techniques, and best practices. Maintain a knowledge base of common issues, resolutions, and technical processes to improve the team's efficiency.
- Documentation & Reporting: Maintain clear and detailed documentation of helpdesk procedures, common troubleshooting steps, and known issues. Provide regular reporting on team performance, incident trends, and user satisfaction metrics.
Compensation details: 65000-70000 Yearly Salary
Salary : $65,000 - $70,000
