Position Summary:
We are seeking a proactive and hands-on IT Support Lead to join our internal IT department. This is a "player-coach" role, ideal for someone who thrives in both leading a small team and rolling up their sleeves to tackle hands-on technical challenges.
Duties and responsibilities:
- Collaborate with the Core IT Team to coordinate internal IT resources and third-party vendors for seamless project execution.
- Actively participate in hands-on IT support tasks, including troubleshooting hardware and software issues.
- Develop and maintain detailed project plans, tracking progress to ensure timely delivery within scope and budget.
- Monitor IT-related expenses and contribute to IT budget planning for various projects.
- Lead, supervise, and support the IT Support team, managing tasks and workflows while mentoring team members.
- Address and resolve incidents and conflicts, escalating critical issues to the IT Director as needed.
- Build and maintain strong relationships with third-party vendors and service providers.
- Create and maintain comprehensive documentation for IT projects and processes.
Requirements and qualifications:
- Strong understanding of ITIL practices and Service Desk structures.
- 10+ years of experience in the software industry, including a minimum of 5+ years in a managerial IT Support role.
- Proven hands-on expertise in troubleshooting hardware and software issues.
- In-depth knowledge of core internet technologies.
- Demonstrated leadership skills, including mentoring teams and fostering collaboration.
- Expertise in creating and leveraging metrics to measure the effectiveness of IT support operations.
- Bachelor’s degree in a related field (e.g., Computer Science, Information Technology).
- Excellent communication and interpersonal skills.
- A strong track record of delivering results within dynamic organizations.
- Experience in 24/7 support operations and managing teams across multiple locations is a plus.
