Leads solutions and operating procedures within the group.
Considered a subject matter expert within the group.
Provide solutions and develops approaches to a variety of highly complex problems and determine technical objectives without direction.
Frequently collaborates with other IT Support groups.
Leads process improvements, identifies inefficiencies, and reports them to management; Assists management in coordinating and conducting team meetings and group discussions.
Works with end customer to drive service improvement initiatives to continually improve IT and user experience.
Understands and develops the ticketing system at a level capable of monitoring workflow, ensuring correct usage, and defining the scope of reports.
Measures and analysis trends and identify innovation and efficiency opportunities.
Will be asked to conduct training to other technicians or non-technical employees.
Manage functions such as shift schedules, training, research issues, ad hoc reporting, and client escalation.
Skills:
Highly skilled in hardware, software and/or operating systems environment
Ability to influence others to achieve results
Advanced mentoring/Coaching skills
Good knowledge of appropriate networks, products and protocols