Team Leader

Team Leader

Req number:

R2408

Employment type:

Full time

Worksite flexibility:

Onsite

Job Summary

As the End-User Team Lead, you will be responsible for overseeing the daily operations of our end-user support team.

Job Description

We are looking for a Team Lead to oversee the daily operations of our end-user support team. This position will be full-time and onsite. 

 

What You’ll Do 

• Provide proven leadership and direction to the end-user support team, fostering a collaborative and high-performance environment

• Diagnose and troubleshoot software and hardware incidents, including operating systems and across a range of software applications

• Ensure all incidents are resolved in a timely manner in line with our service level agreements (SLAs)

• Hold regular team meetings to review performance, discuss upcoming challenges, and share best practices

• Develop and maintain a knowledge base of known defects and issues, workarounds, and troubleshooting steps

• Liaise with other IT teams and vendors to resolve cross-functional issues

• Manage user satisfaction and continuously seek ways to improve our service

• Mentor and coach team members, providing them with development opportunities and career guidance

• Attend meetings with various departments’ management in order to make sure that IT is meeting their needs

• Document, and escalate issues that do not belong to the Desktop Team

• Attend meetings with senior management in order to plan for new projects, status meetings and new rollouts

• Obtain new equipment from vendors for testing

• Negotiate pricing with vendors in order to obtain the best prices and equipment for the county

• Standardize the user hardware in order for it to meet each position’s requirements throughout the county

• Process orders for new user equipment and assist departments in the purchasing process

What You'll Need 

Required: 

• Proven leadership experience in an IT support or related role

• Minimum of 5 years of experience in end-user support, including software and hardware troubleshooting

• Strong knowledge of Microsoft Windows operating systems and Office Suite

• Familiarity with IT service management software and tools

• Excellent problem-solving skills and the ability to make decisions quickly

• Exceptional communication and interpersonal skills

• A customer-focused approach and a commitment to achieving outstanding service levels

Preferred: 

• Bachelor's degree in Information Technology, Computer Science, or related field is preferred.

 

Physical Demands 

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards 

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. 

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor 

 

 

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.