IT Team Lead

All Career•Pine Mountain, GA

About The Position

Roles and Responsibilities: Responsible for overseeing and coordinating logistical needs of the Service Desk Team that affords the team to function efficiently. For example, maintaining tool inventory, critical parts inventory, and forecasting future team needs based on business support requirements. Serve as a point of escalation to other IT Service Desk Technicians. Create, own, maintain and update service desk knowledgebase articles and administer training to the service desk technicians Assist in defining and auditing IT operational procedures. Provide support to end users and customer-facing systems Monitor the Incident and Service Request queues daily assigning tickets to other technicians as needed to ensure the efficiency of the Service Desk Team. Responsible for leading assigned projects. Assume additional responsibilities within a specialized field of Information Technology to continue professional development. This could include but not be limited to Infrastructure, Information Security, Revenue Systems, or Application Support. The IT Manager will work with the Team Lead to help define the desired learning path and goals specific to their area of interest. This would include earning specific professional certifications, opportunities for direct interaction with related property support center teams and putting the candidate on track for an Administrator position in a specific IT field. Promote Lead with Love principles, resulting in teamwork, a well-functioning daily operation and the timely resolution of conflicts and complications that results in a positive work environment and minimal turnover. Ensures the continual adherence of a safety culture throughout the assigned area of responsibility that includes an established safety plan, and compliance with all state, federal, local and company rules and regulations. Management reserves the right to change and/or add to these duties at any time. Education: Associates Degree in Information Technology or equivalent A+ Certification (must be current) Network + Certification (must be current) Security+ Certification (must be current) At least one (1) year of proven supervisory experience required Minimum of three (3) years of experience in a help desk/customer service role in fast paced, service-oriented environment Minimum of three (3) years of experience with PC and laptop repair, deployments, and general OS Basic Networking support. Must have demonstrated experience with the following: Windows Operating systems (client and server operating systems) MAC OS and apple IOS basic Cisco routing and switching Voice Over IP Firm grasp on networking concepts such as IP addressing, etc. Effective knowledge in administering Active Directory and Microsoft Exchange. Proficient with Ethernet cabling including Cat5 punch down and termination. Effective knowledge of Excel, Outlook, PowerPoint, Word, and other M365 suite products Be familiar with Retail, QSR and Guest Ticketing systems function. Must be at least 18 years of age. Must be able to successfully complete a pre-employment background check including motor vehicle and credit check.

Requirements

Associates Degree in Information Technology or equivalent
A+ Certification (must be current)
Network + Certification (must be current)
Security+ Certification (must be current)
At least one (1) year of proven supervisory experience required
Minimum of three (3) years of experience in a help desk/customer service role in fast paced, service-oriented environment
Minimum of three (3) years of experience with PC and laptop repair, deployments, and general OS Basic Networking support
Must have demonstrated experience with the following: Windows Operating systems (client and server operating systems)
MAC OS and apple IOS basic
Cisco routing and switching
Voice Over IP
Firm grasp on networking concepts such as IP addressing, etc.
Effective knowledge in administering Active Directory and Microsoft Exchange
Proficient with Ethernet cabling including Cat5 punch down and termination
Effective knowledge of Excel, Outlook, PowerPoint, Word, and other M365 suite products
Be familiar with Retail, QSR and Guest Ticketing systems function
Must be at least 18 years of age
Must be able to successfully complete a pre-employment background check including motor vehicle and credit check
Able to make a friendly impression when speaking to or corresponding with guests, vendors, and other employees
Be self-motivated and disciplined
Be able to prioritize and complete work assignments on a timely basis
Maintain strict confidentiality and judgment regarding privileged information
Be committed to continuous improvement
Have professional appearance with good personal hygiene
Promote and support a “team” work environment by cooperating and helping co-workers
Maintain dependable work attendance and flexibility with assigned work schedules including any required overtime, evenings, weekends and holidays
Be sensitive to the needs of our Guests and feel empowered to act to meet their needs within company guidelines
Be able to utilize effective communication, problem solving, conflict management and interpersonal skills
Show appreciation of others
Able to get along with other employees to work out problems and resolve conflicts
Able to be flexible and handle sometimes unexpected changes in priorities
Able to communicate effectively using the English language
Able to tolerate seasonal weather and temperatures while working indoors and outdoors
Possess valid state issued driver’s license and be able to operate company vehicles
Able to lift up to 50 pounds and to meet the other physical demands of the job

Responsibilities

Overseeing and coordinating logistical needs of the Service Desk Team
Maintaining tool inventory, critical parts inventory, and forecasting future team needs based on business support requirements
Serve as a point of escalation to other IT Service Desk Technicians
Create, own, maintain and update service desk knowledgebase articles and administer training to the service desk technicians
Assist in defining and auditing IT operational procedures
Provide support to end users and customer-facing systems
Monitor the Incident and Service Request queues daily assigning tickets to other technicians as needed to ensure the efficiency of the Service Desk Team
Responsible for leading assigned projects
Assume additional responsibilities within a specialized field of Information Technology to continue professional development
Promote Lead with Love principles
Ensures the continual adherence of a safety culture throughout the assigned area of responsibility that includes an established safety plan, and compliance with all state, federal, local and company rules and regulations