IT Support Center Lead

24 Hour Fitness•, CA

1d•Onsite

About The Position

The IT Support Center Lead is a non-supervisory, senior member of the IT Support Center team and serves as Tier 1.5 support between Tier 1 and Tier 2. This position holds delegated elevated permissions to resolve identity and access issues and documented known issues at the first point of contact, serves as the escalation point for Tier 1 issues, manages SLA ticket performance, ensures shift coverage, trains and supports IT Support Center Specialists, and leads project rollouts delegated to the IT Support Center by the Sr. Project Manager of IT Operations. This position has no direct reports.

Requirements

Demonstrates ability and desire to learn technology, terminology, customer support processes and techniques.
Strong detail orientation to properly follow procedures, verify identity, and accurately enter data.
Sound judgment in applying elevated permissions within documented procedures.
Ability to ask probing questions and solve problems.
Ability to lead, train and coach peers without formal supervisory authority.
Ability to manage tickets and queues against service level targets.
Ability to coordinate schedules and shift coverage.
Ability to coordinate tasks and communications for small project rollouts.
Competency in Microsoft Office Suite, including Word, Excel and Outlook.
Ability to speak and write effectively.
Demonstrate neat and organized work habits.
Proficient typing and data entry skills.
Must be a self-starter, motivated to excel, and willing to adapt.
Must be self-motivated with extremely high levels of ethics and integrity.
Ability to build rapport with Team Members rapidly and follow-up when further resolution is required.
Available to work occasional to frequent overtime.
Available to work a rotating schedule.
High School Diploma or equivalent (General Educational Development) or commensurate training and relevant experience in information technology or customer service may be substituted for the minimum education level qualification.
Customer service orientation and/or prior customer service training.
2+ years of IT help desk, technical support or customer service experience.

Nice To Haves

Competency in call center tracking tools.
Demonstrates problem solving skills, computer skills and attention to details.
Demonstrates working knowledge with Windows Operating Systems and Apple Operating Systems X and iOS.
Demonstrates working knowledge and training in networking, computer hardware, internet, client/server, thin client, and troubleshooting software applications issues for escalation.
Experience with network and stand-alone printers, routers, switches, modems, laptops, desktops, mobile devices, personal computer peripherals.
Working knowledge of identity and access management concepts, including Okta and Microsoft Entra ID.
Working knowledge or experience using an Automatic Call Distributor phone system.
Working knowledge of Remedy Information Technology Service Management Suite.
Bachelor's degree.
Computing Technology Industry Association (CompTIA) A+ Certification.
Cisco Certified Network Associate (CCNA).
Help desk related training courses.
2+ years of experience of exceptional customer service.
2+ years experience in a technical call center.
2 + years of extensive hands on technical experience or training.
Experience supporting customers in use of application software.
Experience with Windows Operating Systems and Apple Operating Systems X and iOS.

Responsibilities

Serve as Tier 1.5 for the IT Support Center, using delegated elevated permissions to resolve issues Tier 1 cannot complete and avoid unnecessary escalation to Tier 2.
Reset Okta multi-factor authentication (MFA) for Team Members after verifying identity per documented procedures.
Reset passwords for non-privileged users after verifying identity per documented procedures.
Reset security questions in the password reset tool.
Execute documented workarounds for known issues that require elevated privileges.
Serve as the escalation point for Tier 1 issues; resolve the issue or escalate it to Tier 2 with complete documentation.
Manage SLA tickets for the IT Support Center, monitoring queues and aging tickets and acting to keep service levels met or exceeded.
Provide first-level approvals for printer and printer supply requests.
Document all actions in the ticketing system and follow up with Team Members to confirm resolution.
Ensure shift coverage for the IT Support Center, coordinating schedules and filling gaps directly when needed.
Train and support IT Support Center Specialists, including onboarding, coaching on procedures and escalation paths, and sharing knowledge of known issues.
Lead by example in customer service and technical problem solving; this position has no supervisory authority and does not conduct performance management.
Lead project rollouts delegated to the IT Support Center by the Sr. Project Manager of IT Operations, coordinating tasks, communications and Specialist participation through completion.
Research, develop and complete other special projects, either assigned or approved.
Contribute to the goals and mission of the Information Technology Support Services Department.
Respond to inquiries by phone and email, ask probing questions, run diagnostics, and walk Team Members through resolution.
Create a positive customer support experience, communicating promptly on progress and acting as a single point of contact for problem resolution.
Perform other duties as assigned.