Technical Support Team Lead

Chickasaw Nation Industries, Inc.•Norman, OK

21h

About The Position

The Technical Support Team Lead plays a key role in overseeing the day-to-day operations of the IT Service Desk. Ensures that support tickets are resolved promptly and effectively, manages service desk staff, and acts as an escalation point for complex technical issues. Collaborates with other IT teams to enhance service delivery, improve processes, and maintain a high level of customer satisfaction. Serves as an escalation point on a team in assessing and troubleshooting computer user support problems such as password resets, desktop support issues, or specialized applications support for the CNI Corporate environment. Chickasaw Nation Industries, Inc. serves as a holding company with multiple subsidiaries engaged in several lines of business (Technology, Infrastructure & Engineering, Health, Manufacturing, Public Safety, Consulting, and Transportation) for the federal government and commercial enterprises. A portion of our profits is used to support Chickasaw citizens. We are proud to support the economic development and long-term viability of the Chickasaw Nation and its people. CNI offers premium benefits eligible on the first day of hire to full time employees; (Medical - Dental – Vision), Company Life Insurance, Short-Term and Long-Term Disability Insurance, 401(K) Immediate Vesting, Professional Development Assistance, Legal Aid Assistance Program, Family Planning / Fertility Assistance, Personal Time Off, and Observance of Federal Holidays. As a federal contractor, CNI is a drug-free workplace and adheres to the Federal Controlled Substance Act.

Requirements

Must be able to pass a background check.
HDI Support Center Management or equivalent.
Strong understanding of ITIL principles.
Familiarity with basic networking concepts (DNS, DHCP, TCP/IP) and system administration tools (Active Directory, Exchange, Azure/Intune).
Understanding of endpoint security, access control, and data protection policies.
Associates degree in a related field of study and a minimum of five to seven (5-7) years’ relevant IT experience; or equivalent combination of education/experience.

Nice To Haves

Security+, Network+, and/or A+ Certifications preferred

Responsibilities

Leads a team of Technical Support Specialists, including scheduling, performance management, and mentoring.
Serves as the primary point of escalation for complex or high-priority issues.
Analyzes support metrics and trends to identify areas for improvement.
Develops and maintains documentation, including procedures, knowledge base articles, and training materials.
Assists in onboarding and training of new Service Desk staff.
Serves as application administrator for ITSM and Endpoint management software.
Monitors assigned queues, voicemail, web site and other incoming communication methods for user requests for support.
Acts as backup for inbound call support when call volume is high or staff is unavailable.
Collaborates with other IT teams (e.g., infrastructure, security, applications) to resolve issues and implement solutions.
Uses independent decision-making, judgment and actions to resolve complex and often mission critical problems.
Participates in change management and incident response activities.
Maintains and deploys endpoint operating system image.
Supports the implementation of new tools, systems, or procedures as needed.
May be required to perform and/or support in CNI company IT Audits.
Utilizes training and analytical thinking to assess and/or diagnose complex problems and end-user needs, then determines and implements the most cost-effective technically acceptable solution within the customer’s constraints.
Develops temporary workarounds when a permanent solution cannot be immediately delivered or is not technically sound or feasible.
Analyzes technical issues and develops solutions to individual end-user problems and requirements.
Develops solutions and/or resolution of issues arising from a variety of applications implemented on multiple desktop and laptop configurations and operating system versions.
Mentors, guides, and trains junior team members.