IT Support Lead - Office of Judicial Administration
About The Position
The IT Support Lead is responsible for providing, overseeing IT support operations, managing a team of analysts, and ensuring efficient resolution of technical issues. This role involves providing technical guidance, monitoring support metrics, and developing support processes to improve team efficiency. The IT Support Lead collaborates with other IT departments, supports initiatives from the IT Support Manager, and supervises Tier 1 Workstation Support. This position requires on-site presence and may involve off-hour or weekend work. The IT Support Lead is also responsible for providing and overseeing technical support to all court personnel across the entire state, encompassing all judicial districts. This role requires excellent communication and problem-solving skills to address the diverse IT needs of court staff, ensuring that their systems and applications function smoothly. The IT Support Lead will work closely with court and county personnel to resolve technical issues, provide guidance on IT best practices, and ensure that all support requests are handled efficiently and effectively. This position will play a crucial role in maintaining and supporting enterprise applications that support the judicial system, contributing to the overall efficiency and effectiveness of court operations.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field. (Education requirements may be substituted with equivalent work experience)
- Minimum 5 years of experience in IT support or a related field.
- Experience in leadership or supervisory role within an IT support team
- Strong technical knowledge of IT systems, networks, and applications.
- Proficiency in troubleshooting and resolving technical issues
- Knowledge of IT support tools and software
- Understanding of ITIL (Information Technology Infrastructure Library) best practices
Nice To Haves
- Certifications in IT support or related fields, such as Comp TIA A+ ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate
Responsibilities
- Overseeing IT support operations: Managing a team of IT support analysts to ensure efficient and effective resolution of technical issues.
- Providing technical guidance and support: Assisting team members with complex technical problems and providing solutions.
- Monitoring and analyzing support metrics: Tracking key performance indicators (KPIs) to ensure high levels of customer satisfaction and service quality.
- Developing and implementing support processes: Creating and refining processes to improve the efficiency and effectiveness of the IT support team.
- Collaborating with other IT teams: Working closely with other IT departments to ensure seamless integration and support of IT systems and applications.
- Reporting and supporting initiatives from the IT Support Manager: Ensuring alignment with the overall IT support strategy and goals.
- Overseeing and supervising Tier 1 Workstation Support: Managing the team responsible for providing first level support for workstation-related goals.
- On-site presence and off-hour/weekend work: This position requires being on-site and may involve regular outside business hours, including weekends.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
