Team Lead IT Support

First Advantage; Occidental (CA); In loco; USD 90.000 - 130.000; Tempo pieno

Descrizione del lavoro

First Advantage is seeking a Team Leader to drive the effective execution and continuous improvement of Global IT Support operations in the United States. You will oversee onsite and remote teams, ensure high-quality service, monitor SLA targets, and coordinate with global IT groups to deliver reliable local support.

You will manage shift rosters, update SOPs, conduct interviews, and implement service improvements.

Competenze

• 2+ years as a Team Lead in IT Operations, Windows environment.
• Strong knowledge of ITIL processes; ITIL V4 certification is advantageous.
• Experience in systems architecture and integration (hardware, network).
• Telephony experience (Cisco VoIP preferred).
• Proficiency with Microsoft Office 2013+ and Outlook 2013+.
• Knowledge of TCP/IP networking (DNS, SMTP, DHCP).
• Experience supporting Outlook in an Exchange environment.
• Experience supporting a variety of Wi-Fi devices and remote users.
• Experience with thin clients, Citrix, terminal servers.
• Hands-on PowerShell scripting and runbook automation.

Mansioni

• Coordinate with Global IT Support team members to ensure quality customer service.
• Manage daily/weekly/monthly reports and track metrics (SLA, CSAT, escalations).
• Handle escalations and implement corrective actions.
• Review/update SOPs and participate in interviews for IT roles.
• Observe team operations and implement process improvements.
• Coordinate with vendors and learn other internal departments' needs.

Conoscenze

Team leadership

Windows IT environment

ITIL processes

PowerShell

Cisco VoIP

Networking TCP/IP

Microsoft Exchange

Remote support

Wi‑Fi devices

Scripting automation

Communication

Strumenti

Cisco VoIP

PowerShell

Microsoft Exchange

Descrizione del lavoro

The Team Leader is responsible for ensuring professionalism and driving the effective execution and continuous improvement of all Global IT Support operations. This role involves ensuring that the support team consistently delivers high-quality customer service, meets incident resolution targets, and adheres to defined service level agreements (SLAs). The Team Leader also monitors and guides team members to ensure customer inquiries and issues are addressed promptly and efficiently.In addition, for the APAC region, the Team Leader handles end-to-end ownership of onsite IT support functions. This includes overseeing and managing location-specific responsibilities such as troubleshooting and resolving IT hardware issues, supporting servers, printers, and other infrastructure, and leading onsite technical support operations. The role requires coordination with global teams while ensuring seamless delivery of local support services, maintaining operational continuity, and acting as the primary point of contact for all onsite IT needs across APAC locations.Job Duties and Responsibilities:Coordinate with the Global IT Support team members in their daily duties of attending to customer needs via tickets and ensure facilitating good customer service culture in team membersManage daily, weekly, and monthly reports to track the metrics.Keep record of daily operations and metrics like ticket volumes, SLA, compliance, backlog, customer satisfaction (CSAT), escalation rate, incident trends etc.Handle escalations and ensure to put in corrective actions.Management of shift rosterReview and updating of SOP on timely basisConduct interviews for IT & Sr.IT support specialists’ role.Observe support teams’ operation techniques to determine how effective they are and implement new techniques when old ones are ineffective.Coordinate with vendors as neededLearn, follow, and enhance Support teams policies and procedures.Become familiar with other internal departments, their systems, applications, and service needs.Review and test new applications, printers, software etc., and provide feedback.Identify the technical challenges if the team and arrange timely trainingsPropose Service Improvement Plans for the company and work on implementing them.Maintain excellent communication with all end users and other members of the technology department.Qualifications2+ years as a Team Lead with specialization in systems administration, and IT Operations in a Windows environment.· Good knowledge of ITIL processes. ITIL V4 certification is a strong added advantage.· Systems Architecture and integration experience preferred (specifying hardware, network configuration, etc.).· Telephony experience (Cisco VoIP preferred).· Microsoft Office 2013 and above.· Outlook 2013 and above.· Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)· Previous work experience in a corporate environment.· Experience supporting Outlook in a Microsoft Exchange environment.· Experience supporting a variety of Wi-Fi-enabled devices.· Experience supporting remote users.· Basic knowledge of thin client systems, network printers, Citrix, terminal servers· Hands-on experience with scripting languages such as PowerShell, along with runbook automation and integration forstreamlined IT operations.Excellent communication skills.Experience working in a global setup and with a tightly integrated team.Ability to clearly communicate technical concepts to non-technical people.Ability to recognize, analyze, and effectively solve problems in a timely and organized manner usingindustry best practices and procedures.Ability to multi-task in a fast-paced environment.:We have great people here and are looking for more. Come join us!Follow us:FacebookInstagramLinkedInXYouTubeEqual Employment Opportunities at First AdvantageFirst Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.