Support Team Lead

Alliance InfoSystems LLC • Cockeysville, MD

2h • $31 - $47 • Hybrid

About The Position

Alliance InfoSystems, LLC, a Managed Service Provider (MSP), headquartered in Hunt Valley, MD has an opportunity for an experienced Support Team for its corporate office. The successful candidate will have a passion for IT, a desire for continuous improvement and learning as well as interest in progressing in their career.

Requirements

• High School Diploma/GED required.
• 3 years of IT or related experience.
• Advanced understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows Server and 10, Microsoft 365, Active Directory, and Azure AD.
• Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Ability to work effectively in a team.
• Proficient understanding of the documentation process.
• Proficient technical awareness: ability to match resources to technical issues appropriately.
• Proficient service awareness of all organization's key services for which support is being provided.
• Proficient understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
• Valid driver's license and reliable transportation.

Nice To Haves

• A+, Network+, & Security+ Certification preferred.

Responsibilities

• Lead and mentor a team of IT professionals within your designated team, fostering a collaborative and results-driven work environment.
• Oversee and maintain daily operations within the team.
• Manage and maintain the team service board, ensuring all issues are addressed and triaged in a timely manner.
• Self-dispatch service tickets efficiently, prioritizing based on urgency and impact.
• Manage service tickets throughout their life-cycle, ensuring timely resolution and customer satisfaction.
• Responsible for assigning service tickets to team technicians and scheduling client visits as needed.
• Continuously monitor the performance of your team, track key performance indicators (KPls), and implement improvement strategies as needed.
• Act as the primary point of contact for team members for direction and decisions.
• Responsible for reviewing and approving any advanced escalations before they leave the team.
• Hold regular meetings with team members, listen to feedback, concerns, and suggestions and generate solutions and/or work with management to provide solutions.
• Act as the first escalation point within the team and work with team members to coach, mentor, and review countermeasures for future preventions of escalations.
• Act as the primary point of contact for clients within your team, building strong client relationships, understanding their needs, and ensuring the delivery of outstanding IT services.
• Provide advanced-level technical support to clients, including troubleshooting hardware, software, and network issues.
• Address and resolve complex IT problems efficiently.
• Occasionally, provide on-site technical support and assistance to clients when remote solutions are insufficient.
• On-site technical assistance, may include but not limited to, clients’ residence, should the client be considered remote.
• Ensure that all client configurations, processes, and procedures are well-documented and accessible to team members.
• Meets regularly with management to discuss feedback, concerns, suggestions.

Benefits

• Generous PTO that increases with tenure (initial amount 3 weeks -prorated first year)
• Floating Holiday (1 day)
• Holiday Pay (7 days)
• Volunteer Paid Time Off (3 days)
• 401K with annual 3% safe harbor match
• Health, dental, vision, pet insurance options
• Flexible Spending Accounts
• Pet Insurance
• Tuition Reimbursement
• Incentive Bonus Certification Award Program
• Parental Leave in accordance with Maryland Parental Leave Act
• Sick and Safe Leave in accordance with Maryland Sick & Safe Leave Act

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED