Information Technology Help Desk

Sonata Software

Nashville (TN)

On-site

USD 75,000 - 110,000

Full time

14 days+

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Job summary

A global technology company based in Nashville is looking to hire an IT Helpdesk Lead to oversee their technical support teams. The role involves providing leadership, ensuring effective support operations, and working closely with vendors to improve service quality. Ideal candidates will exhibit strong communication abilities and technical knowledge, with a focus on delivering excellent service to users.

Qualifications

Current knowledge of PCs, Windows Operating Systems, and Microsoft technologies.
Proven ability to communicate with technical and non-technical users.

Responsibilities

Supervise 24/7 operation of the L1 and L2 support team.
Responsible for first and second level Telehealth Support.
Conduct quality assurance reviews on Support calls.

Skills

Analytical skills

Attention to detail

Communication skills

Job description

Direct message the job poster from Sonata Software

Sonata is a global technology company specializing in platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. Sonata s Platformation methodology brings together industry expertise, platform technology excellence, design innovation and strategic engagement models to deliver sustained value to customers. A trusted partner of world leaders in the retail, manufacturing, distribution, travel, services and software industries, Sonata s software portfolio includes the Brick & Click Retail Platform , Modern Distribution Platform , Rezopia Digital Travel Platform , Kartopia E-commerce Platform , Halosys enterprise development automation Platform , CTRM Commodity Trading and Risk Management Platform and KODO - AI Powered Customer Experience (CX) Platform. Sonata s Platformation approach ensures services built on Microsoft Dynamics 365, Microsoft Azure, AWS, Cloud Engineering and Managed Services deliver on the Platformation promise. As world leaders in digital technologies including IoT, Artificial Intelligence, Machine Learning, Robotic Process Automation, Chatbots, Block Chain and Cyber Security, Sonata s people and systems are nurtured to deliver on our commitment to excellence in business technology solutions.

Role: IT Helpdesk Lead

Type of Hire: Full-Time

This opportunity is not available for visa sponsorship.

Note: Candidate should be open to travel within US

Overview

Job Description:

The IT Helpdesk Team Lead will provide technical leadership and support to other team members, applying a higher level of technical expertise to resolve issues. Must occasionally work with minimum supervision to provide phone and remote desktop support. Must effectively communicate with other team members in the IT organization when the need to delegate work is necessary. Occasionally lead and direct the work of support partners, delegating work to them that is critical to company HelpDesk needs.

Responsibilities:

Supervise 24/7 operation of the L1 and L2 support team.
Responsible for ensuring employees are provided effective, efficient, and timely first and second level Telehealth Support on a 7x24 basis.
Completes tasks and manages projects efficiently and on-time.
Perform monthly quality assurance reviews on a sample of Support calls and provide coaching/feedback as needed.
Work with vendor s supervisory staff to provide training and support to 24 offshore support agents.
Work with the IT managers in creating reporting metrics to identify trending issues.
Work with other Support leads to resolve issues when necessary.
Accurately measure and report performance metrics related to system downtimes and operational impacts due to recurring incidents.
Study incident/request ticket trends to determine innovative ways to reduce recurrences through automation (work with peers to determine candidates for automation or triggered workflow)
Take an active part in ensuring that Support Team processes and best practices are followed.
Record critical information in the internal tracking application in order to clearly document the problem, action taken, and end solution for a historical record, monitor and update the status of various customer problems at any given time, provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other IT staff.
Manage critical issues via Major Incident Response Tracking (MIRT) process.
Assist users with technical issues in patient care systems.
Provide assistance and training to users on information technology systems.
Work with corporate IT staff in responding to issues and take an active part in resolving them.
Occasional work involving installing or trouble shooting network equipment.
Maintain functional and technical specifications and operating documentation.
Identify troubleshooting patterns and/or persistent issues. Recommend training and creative improvements to reduce support calls.

Required Skills:

Current knowledge of PCs, Windows Operating Systems, and Microsoft technologies.
Excellent analytical skills and attention to detail.
Ability to listen and speak with technical and non-technical users, proficiently communicating both verbally and in writing.
Excellent written and verbal communication skills.
Ability to speak and train comfortably, with technical and non-technical users. Proven record of success managing projects to successful completion.

Why join Sonata Software?

At Sonata, you ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what s possible. To build never seen before solutions to some of the world s toughest problems. You ll be challenged, but you will not be alone. You ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Seniority level