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IT Team Lead

Company: ComTec Solutions
Location: Rochester
Posted on: January 13, 2022

Job Description:

Description:
Join the team at ComTec Solutions and enjoy a growth-focused, fun, and nurturing company culture. We work hard for our customers and we take care of our employees. Enjoy free breakfast every Friday, beverages, and snacks throughout the office, fun team social events throughout the year including ball games, hockey games, brew tours, and corporate parties. We appreciate and recognize hard work and loyalty. We value a healthy work/life balance, a comfortable work environment, and relaxed culture here at ComTec.As a member of the Information Technology Group, you will manage daily service desk activities, ensure team members are following processes, and provide ongoing client support. This role provides supervision, guidance, and training to enable the team to perform at their optimum. To be successful as a team leader, you should have a track record of team motivation and positive results. Ultimately, a top-notch team leader should display excellent interpersonal skills to build quality relationships with the team and with customers, be goal-driven, and manage the day-to-day activities of the team efficiently..

Requirements:
ESSENTIAL FUNCTIONS:-- Lead a team of Network Administrators, Managed Services Administrators, and Support Technicians -- Daily management and prioritization of service desk tickets through dispatch, effective communication, prioritization, and scheduling service calls-- Provide direction and escalation for service desk issues, and customer satisfaction follow up-- Approve and manage vacation requests, timesheets, expenses, and on call schedule for the IT department-- Coordinate and maintain vendor partnerships and training for assigned vendors-- Support resolution of tickets, coordinate activities and schedules with both clients and internal team members to resolve in a timely manner-- Manage ticket resolution time and continually improve to meet SLA guidelines across the team -- Utilize strong leadership and interpersonal skills to ensure optimal efficiency, effectiveness, and productivity -- Provide support for clients in a help desk capacity and assist team members with troubleshooting -- Present ComTec in a positive light both internally and externally (i.e., be a champion for the company) -- Ensure effective utilization of all resources (e.g., people, equipment, facilities) o Manage employee utilization to meet department billable percentage-- Assist with performance and development of ITG o Develop and monitor yearly training plans for direct reportso Lead the charge to embrace and implement new technologyo Manage On-Boarding activities for new hireso Perform quarterly performance reviews with direct reportso Onboarding of new IT department employees-- Create and update policy and procedures for the department-- Empower team members with skills to improve their confidence, product knowledge, and communication skillsADDITIONAL RESPONSIBILITIES:-- Maintain daily timesheet and expense report entries and submit them accurately and timely-- Interface with the Service Coordinators and Project Managers-- Be the backup Lead and scribe for Weekly ITG Meetings-- Other duties as requiredTECHNICAL SKILLS:-- High level of proficiency in MS Office and SharePoint-- Support and Administration of the following:o Microsoft Windows o Microsoft Windows Server o Microsoft Windows Active Directory o On Premise Microsoft Exchangeo Microsoft 365o Sentinel Oneo Storage Craft-- Knowledgeable of various server/workstation peripherals such as USB/NAS drivesSOFT SKILLS & ABILITIES:-- Strong written and verbal communication skills-- Pleasant and professional demeanor in all client and internal communications-- Ability to prioritize and manage multiple priorities effectively-- Intellectually resourceful with sound judgment and effective decision-making abilities-- Independent worker and able to work effectively on daily tasks without direct supervision-- Strong organization skills and ability to operate efficiently throughout daily tasks-- In general, be accountable for issues through resolution, understand when to escalate a problem to another team member and whom to escalate too; accepts escalated issues; and mentors when appropriate-- Demonstrates empathy with users and professionalism at all times -- Work well with clients at all levels-- Operates with client satisfaction in mind-- Energy, enthusiasm and results-oriented-- Strong troubleshooting and analytical skillsEDUCATION, EXPERIENCE, & KNOWLEDGE:-- Bachelor's degree in IT or related discipline-- 10+ years in an IT Support role-- Experience managing an IT Service Desk-- Previous position in a Supervisory roleWORK ENVIRONMENT/PHYSICAL DEMANDS:-- Use of computer and office equipment-- Ability to remain calm in stressful situations-- Performs all administrative functions expected at this levelADDITIONAL REQUIREMENTS:-- Ability to schedule for evening or weekend work occasionally-- Valid driver's license in your state of residence and reliable personal vehiclePM21PI158859497

Keywords: ComTec Solutions, Rochester , IT Team Lead, Other , Rochester, New York

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