In this role, you'll oversee daily operations, ensure exceptional customer service, and drive continuous improvement initiatives. You'll be the go-to escalation point for technical issues while mentoring and developing your team to deliver efficient, high-quality IT services.
Key Responsibilities- Lead and manage day-to-day team operations, including work prioritization, delegation, performance monitoring, and trend reporting (including security incident awareness)
- Serve as primary escalation point for complex customer service and technical issues
- Monitor and track IT inventory and assets for the cost center
- Partner with IT leadership to identify process improvements and implement strategies that enhance efficiency, user satisfaction, and service quality
- Maintain and update knowledge library to optimize team and customer experience
- Collaborate cross-functionally with IT departments to ensure timely ticket resolution and SLA compliance
- Conduct Quality Assurance reviews on customer incidents (onsite and remote) to ensure service standards are met
- Coordinate audiovisual setups and video conferencing support as needed
- Travel to remote sites for support when required within the region
- Additional duties as assigned
Required Qualifications
Education:- Associate's or Bachelor's Degree in Computer Science, Information Systems, or related technical field (or equivalent work experience)
Experience:- Minimum 5 years of IT operations experience in multi-platform environments
- Minimum 2 years in customer service and quality assurance roles
- Minimum 1 year of supervisory/team leadership experience
- Proven experience managing projects and leading technical teams
- Hands-on experience with ticketing systems and support request management
Technical Skills:- Strong troubleshooting abilities for hardware and software issues
- Solid understanding of help desk processes and service management principles
- Experience with data center operations and system performance monitoring
Soft Skills:- Excellent supervisory and mentorship capabilities
- Strong organizational and time management skills
- Ability to thrive under pressure and manage multiple priorities
- Effective communicator with proven ability to motivate and empower teams
- Comfortable working independently or collaboratively
Physical Requirements:- Ability to lift up to 30 pounds
- Availability for onsite hours: Monday–Friday, 7:00 AM – 6:00 PM
Additional Requirements:- Valid Driver's License required
- Must be authorized to work in the United States
Preferred:- IT Enterprise environment experience
- Prior government/public sector experience
- Relevant IT certifications
- Local candidates or those willing to relocate at own expense
I
Informatic Technologies Inc