Technical Support Team Lead
Enterprise Community Partners
- Columbia, MD
- $75,000-85,000 per year
- Permanent
- Full-time
Location: Columbia, MD
Time Type: Full time
Requisition ID: REQ3251E nterprise is a national nonprofit that exists to make a good home possible for the millions of families without one. We support community development organizations on the ground, aggregate and invest capital for impact, advance housing policy at every level of government, and build and manage communities ourselves. Since 1982, we have invested $80.9 billion and created 1 million homes across all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands - all to make home and community places of pride, power and belonging.Join us at enterprisecommunity.orgWorking at EnterpriseAt Enterprise, you'll be part of a diverse, committed team making a difference every day. You will collaborate with some of the smartest minds and biggest hearts in our field. You'll be empowered to drive systems change and take bold steps to advance racial equity. And you will find a career home where you're valued and supported in your growth journey.Enterprise offers career opportunities in our offices across the country with an exceptional benefits package .Job Description Summary The Technical Support Team Lead is a key role, tasked with managing a team of Service Desk Analysts. The Team Leader is responsible for overseeing the day-to-day effectiveness of the service desks and ensuring that customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The team lead sets the standard for customer service and technical expertise.The team leader will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment-based service. They will interface with other teams as need to efficiently troubleshoot and resolve complex issues.Job DescriptionJob Responsibilities:
- Be the most technical person on the Service Desk and serve as a resource for other team members.
- Be able to automate tasks using a variety of tools.
- Utilize the ticket tracking system (ServiceNow) to document all support incidents.
- Creates and maintains detailed and complete Service Desk Knowledge Articles.
- Reporting of metrics and KPIs for the Service Desk and the Service Desk Manager.
- Identify opportunities for automation and assist with developing automation systems to address those opportunities.
- Participation with research, planning, scoping, implementation, and ongoing project support.
- Participation in maintaining inventory of hardware, software, and support assets.
- Capability to self-motivate, work independently, and take ownership of job responsibilities.
- On-point, genuine interpersonal and written communication skills
- Demonstrated Customer Service & Troubleshooting skill-sets
- The ability to balance and prioritize multiple projects and remain calm under pressure.
- Experience working with multi-tiered ticket handling/resolution systems
- Provide tier 1 and tier 2 IT support and act as SD Team escalation point.
- Enforces IT standards and educates employees about compliance issues.
- Performs other related duties as assigned
- Microsoft Active Directory
- Active Directory User Management
- Office 365 and Azure cloud services
- Automation tools
- Networking experience, including a demonstrated understanding of VPN, LAN, WAN, and wireless.
- Understanding of security practices, including physical, internet, and wireless security.
- Strong understanding of user authentication, permissions, and encryption
- At least 2 years of documented Service Desk Team Lead Experience
- Understanding of ITIL