• Center Support Team Lead

    Job Locations US-TX-Arlington
    Requisition ID
    2018-32034
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    ​The Center Support Team Lead is responsible for coordinating and managing the daily operations of End User Computing Support, including but not limited to projects, tasks, communications, and the management of assets. The Team Lead provides clear instructions, guidance, and encouragement through supporting and mentoring the team members to achieve their goals

    Responsibilities

    JOB DUTIES

    • Coordinating projects, assigns duties, tasks, and follow up to ensure deadlines are met.
    • Monitor Service Now ensuring all tickets are assigned and resolved in a timely manner and EUC standards are achieved.
    • Promote an environment that inspires new ideas and encourages collaboration.
    • Address (resolve) customer support concerns and recommend measures to improve customer experience.
    • Ensure documentation of known problem resolution in the knowledge base.
    • Maintain daily inventory control, coordinate PC inventories, and facilitate asset disposals.
    • Confer with stakeholders to establish expectations, determine technical objectives, and coordinate projects.
    • Ensure EUC Support staff act in accordance with the organization's policies and applicable laws.
    • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving conflicts.
    • Perform other duties as assigned.

    Qualifications

    Knowledge

    • Ability to correct PC related problems in a timely manner
    • Working knowledge of WAN security and design
    • Good knowledge of WAN security and design
    • Advanced knowledge of WAN security and design
    • General working knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
    • Advanced knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
    • In-depth knowledge of PC hardware and software
    • Knowledge of PC hardware and software
    • Working knowledge of VB Script and or PowerShell
    • Advanced knowledge of VB Script and or PowerShell
    • Support-level knowledge of the Windows desktop Operating Systems
    • Advanced support-level knowledge of the Windows desktop Operating Systems
    • Basic knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, and DNS
    • Basic knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
    • Good knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
    • Strong knowledge of operating systems, applications and associated hardware (e.g., Windows Desktop OSs, Windows Server OSs, OS/400, UNIX/Linux)
    • Understanding of enterprise computer hardware/software and information systems
    • Understanding of network monitoring concepts (e.g., TCP/IP, Subnetting, Routing, DHCP, DNS, Active Directory, etc.)
    • Must have a broad understanding of enterprise computer hardware/software and corporate information systems

    Skills

    • Excellent analytical and troubleshooting skills
    • Analytical and troubleshooting skills
    • Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
    • Ability to make independent decisions and use sound judgment in relation to the management of team members
    • Ability to coach, develop and lead others
    • Ability to prioritize tasks and ensure their completion in a timely manner
    • Ability to accept change and to adapt to shifting organizational challenges and priorities
    • Advanced ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
    • Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
    • Strong interpersonal, verbal and written skills
    • Interpersonal, verbal and written skills
    • Ability to manage multiple tasks at one time while remaining cool under pressure

    Education

    • Associate Degree or equivalent preferred

    Work Condition

    • Fast-paced office environment; Work a flexible schedule including extended business hours, weekends and holidays; Subject to daily service level requirements; Limited travel may be required to support business needs; Must be able to deal with stressful office conditions while troubleshooting problems

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