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IT Support Team Leader

IT Support Team Leader

Business Centric TechnologyPlano, TX, US
3 days ago
Salary
$165,000.00–$200,000.00 yearly
Job type
  • Full-time
Job description

Job Description

Job Description

Are you an IT Support Team Leader in search of your next opportunity? Our client is in search of an IT Support Team Leader to lead the IT Support team and oversee the ticketing system and day-to-day operations of the IT group. This IT Support Team Leader will be accountable for tier 1 & 2 support and communication of incidents. This position will sit in Plano, TX.

SALARY OFFERED : $110K - $120K base + bonus (OTE $165K-$200K)

WHAT CAN BCT OFFER YOU :

  • 100% paid medical, dental, and vision premiums for you and your qualifying dependents
  • A 50% 401(K) match, up to the IRS maximum
  • 20 days of PTO
  • plus 10 paid holidays
  • Family Support programs including 8 weeks of Paid Primary Caregiver leave, adoption assistance, and back-up childcare

RESPONSIBILITIES :

  • Lead, develop, and improve IT Support employees and processes.
  • Responsible for tier 1 support on all current and future production systems, and tier 2 & 3 support for a subset of systems.
  • Uphold SLA times and IT Support metric targets, such as first response time and first contact resolution.
  • Coordinate with stakeholder management to ensure timely & satisfactory support.
  • Create and reinforce team metrics for IT Support employees that contribute to overall group goals.
  • Oversee Deliverable Team operations and support automation improvements.
  • Hold recurring team meetings.
  • Improve ticketing system infrastructure and processes.

    • QUALIFICATIONS :

  • Bachelor's degree in information technology, Computer Science, or a related field.
  • 5+ years' experience in Information Technology with at least 2 years in a leadership capacity.
  • Strong interpersonal and communication skills.
  • Ability to take control, act with composure, and lead in stressful situations.
  • Track record of human capital development.
  • Proven history of meeting or beating metric targets.
  • Proficiency in hardware, software, network infrastructure, and cloud services.

    • Apply now! CP #8437