Sr Analyst, Technology Ops

LPL Financial•Charlotte, NC

2d•Onsite

About The Position

This position is responsible for leading the day-to-day operations and staffing of the internal, in-person technical support office (Tech Stop). The role serves as a key point of contact for employees seeking walk-up technology support and equipment services while partnering with Information Technology teams to enhance service delivery, employee engagement, and adoption of technology solutions.

Requirements

5+ years of experience in a service-oriented environment.
Demonstrated experience in customer service delivery.
Experience developing and executing communications campaigns.
Experience creating technical documentation and written communications.
Experience delivering training or educational programs.

Responsibilities

Partner with Home Office Technology leadership and Customer Care teams to develop and deliver customer education campaigns through the Tech Stop.
Coordinate technical support activities with appropriate technical resources and the Desktop Technical Support team.
Provide in-person technology support and equipment services to employees through the Tech Stop.
Lead the redesign and implementation of the Tech Stop facility in San Diego.
Collaborate with the Service Desk to identify opportunities to improve customer support processes and outcomes.
Promote the adoption of self-service tools through employee education and awareness initiatives.
Serve as a customer advocate within Information Technology by communicating user needs and feedback.
Develop and implement new processes for delivering technology equipment to end users.
Create and maintain technical communications, instructional materials, and support documentation.
Deliver training and educational sessions to increase employee awareness of available technology services and resources.