Senior IT Team Lead

TKO•New York, NY

About The Position

We are seeking a highly skilled Senior Team Lead to provide end user and senior executive support while coaching and acting as an escalation point for support engineers. The ideal candidate will have extensive experience supporting C-Suite and other senior executives through daily operational needs, meeting support, and new technology deployments. The Sr. Team Lead oversees the day-to-day functions of the team, providing leadership and support to the teams that report to them. They are the main escalation points for IT Support Engineers and conduct training and mentoring sessions with IT staff so that they can be equipped with new knowledge and skills to remain current. This role requires a consummate professional who can prioritize tasks effectively, demonstrate and execute on urgency, work collaboratively within a team, and positively motivate those around them to do the same. The ability to explain technical concepts in non-technical terms to users at an executive level is essential, as is defining trends and taking proactive steps to resolve or escalate expediently for resolution .

Requirements

College diploma or university degree, preferably in Computer Science and/or 6+ years of equivalent work experience with 3+ years of supervising or leading support teams
Experience with Microsoft Windows and associated hardware
Experience with macOS, iOS and Apple hardware
Detailed knowledge of Microsoft Office Products and client applications
Experience supporting iPhone/iPad devices with Mobile Device Management (Microsoft Intune etc.)
Hands-on hardware and software troubleshooting experience
Strong written and verbal communication and interpersonal skills
Able to present technical ideas in professional and user-friendly language
Able to effectively prioritize tasks in a high-pressure environment
Strong customer service orientation and mindset
Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
Experience with Cloud storage and collaboration applications (Google Workspace, Box, etc.) a plus
Experience supporting Single Sign-On platforms and Two-Factor Authentication
Experience with ServiceNow and/or another ticketing system
Experience with Web Meetings and UCaaS (Zoom, Hangouts Meet, Microsoft Teams, etc.) a plus.
Strategic Thinking: Ability to identify and escalate trends for attention.
Technical Knowledge: In-depth understanding, curiosity, and desire to learn about the technical environment.
Teamwork & Communication: Exceptional interpersonal skills to engage and support stakeholders at all levels. Proven ability to manage relationships across business units.
Leadership: Effective direction, delegate, and coach to ensure excellent performance by team.
Project Management: Strong project management skills, with the ability to manage multiple projects simultaneously and deliver results on time and within budget.
Continuous Improvement: Understand the needs of the business and advocate on behalf of the executives to ensure their tech is appropriate for their needs.

Nice To Haves

Certifications preferred : Q-SYS Video 101 Training, Q-SYS Control 101 Training, Q-SYS Design Level 1 Certification
A+ and/or Network+ industry certification
Microsoft Certification
Okta Certification
Apple Certification - ACMT or ACHC a plus

Responsibilities

Provide expert IT support to end users, including senior executives, ensuring their technology needs are met promptly and efficiently
Act as an escalation and leadership point for local support engineer teams
Provide moderating and QA for executive meetings as needed
Support the AV footprint, including troubleshooting/managing various meeting platforms and room improvements as needed
Troubleshoot and resolve issues related to Windows and Mac hardware and operating systems
Maintain a high level of professionalism and discretion when handling sensitive information
Collaborate with, coordinate, and mentor team members to ensure seamless IT operations
Communicate technical concepts clearly and concisely to non-technical end users
Demonstrate ability to execute projects and contribute positively to an organization
Provide hands-on support for the Desktop Technology environment
Participate in monitoring for and executing key process improvements
Participate in moves, adds, and changes as they relate to the technology environment
Occasional travel and occasional on-call escalation support
Judge situational feedback (user frustration, systems urgency, etc.) and adjust approach accordingly