Job Title: IT Support Team Lead – End User Ops
Location: Baltimore, MD – onsite – local candidates only
Period: 09/15/2024 to 09/15/2025 – potential for extension
Hours/Week: 40 hours
Rate: $85/hour
Contract Type: W2 only

 
Scope of Services:

The IT Support Team Lead – End User Ops will be responsible for leading and supporting the local IT team in providing comprehensive IT service desk and deskside support. This role involves overseeing technical end-user support operations, driving service and process improvements, and ensuring high levels of user satisfaction and operational efficiency.

 
Role, Responsibilities, and Deliverables:

• Lead and support the local IT team in providing IT service desk and deskside support, ensuring efficient and effective technical end-user assistance.
• Identify opportunities for continuous service and process improvement initiatives related to enhancing the end-user experience.
• Manage, measure, and report on key performance indicators (KPIs), including user satisfaction and operational service level agreements (SLAs).
• Coordinate and deliver technical support for long-standing issues impacting the end-user experience, ensuring timely resolution and minimal disruption.
• Work closely with business teams on escalations, coordinating actions with other IT teams, and providing regular updates to senior leadership.
• Develop and maintain strong relationships with end-users, stakeholders, and IT teams to facilitate smooth communication and collaboration.
• Implement best practices for IT support processes, ensuring adherence to industry standards and organizational policies.
• Provide mentorship and guidance to IT support staff, fostering a culture of continuous learning and professional development.

 
Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Minimum of 5 years of experience in IT support, with at least 2 years in a leadership or supervisory role.
• Extensive experience in providing IT service desk and deskside support, including troubleshooting hardware, software, and network issues.
• Proven track record of driving service and process improvement initiatives in an IT support environment.
• Strong understanding of ITIL framework and best practices for IT service management.
• Excellent communication, interpersonal, and leadership skills, with the ability to work effectively with diverse teams and stakeholders.
• Proficiency in using IT support tools and systems, such as ticketing systems, remote support tools, and knowledge management systems.
• Ability to analyze data, generate reports, and present findings to senior leadership.
• Certification in ITIL, CompTIA A+, or related fields is highly desirable.

 
Skills:

• Strong leadership and team management abilities
• Advanced problem-solving and analytical skills
• Proficiency in IT support tools and systems
• Excellent communication and interpersonal skills
• Ability to drive service and process improvement initiatives
• Strong understanding of ITIL framework and best practices
• Experience with managing KPIs and SLAs
• Ability to work effectively under pressure and meet deadlines
• High level of integrity and professionalism in handling sensitive information