Technology Team Leader - Desktop Support

JEA • Jacksonville, FL

12d • Onsite

About The Position

Professional work that plans, assigns, schedules, leads, monitors, and reviews the work of others in assigned area. Maintains or improves the performance of assigned teams, including participating in two-way coaching discussions, providing input to performance evaluations and providing job-related training. Also leads project teams in planning, analyzing, designing, constructing, testing and implementing complex integrated information technology systems.

Requirements

• Bachelor of Science degree in Computer Engineering, Computer Science, Information Systems Security, Information Technology, or related discipline and six (6) years of professional experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.
• OR Ten (10) year combination of education, training and experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.
• Required to help maintain 24 X 7 systems availability.
• A valid driver's license is required prior to employment and must be maintained during employment in this classification.
• Certification, Registration and/or Training specific to the job may be required during employment.

Responsibilities

• Plans, assigns, schedules, monitors, reviews and leads the work of others, including providing coaching, mentoring, training, guidance, and follow-up to maintain and improve team performance.
• Ensures compliance with all policies, procedures, rules and regulations.
• Directs activities of SME’s in installing hardware and software, resolving operating problems, providing technical assistance and training to users and evaluating suitability and compatibility of completed installations.
• Monitors production systems and initiates corrective and restorative actions.
• Plans and schedules personnel and equipment to meet business needs in normal, abnormal and emergency situations.
• Provides and/or directs others in providing consultative services to users to enhance proposed business solutions and determine the best course of action.
• Evaluates user requests to determine feasibility, estimate cost and time requirements and assess compatibility with existing system capabilities.
• Provides direction for the resolution of new and unusual problems and responds to unique circumstances implements solutions to systemic problems.
• Develops, reviews, updates and enforces technical standards and operating procedures to ensure systems reliability, availability and capability.
• Supports ITSM practices, including incident management, problem management, change management, request fulfillment, knowledge management, and service improvement.
• Assists in disaster recovery testing.
• Participates in ongoing training to continuously upgrade leadership and technical knowledge and skills.
• Performs other job-related work as assigned.
• Provides proactive problem management for the entire Technology Services organization and technical leadership for the Network Operations Center ( NOC ) and operational support staff of Technology Services.
• Must have advanced knowledge of Help Desk application administration and support.
• Responsible for Application coding and maintenance of Help Desk application including self-service and knowledgebase.
• Responsible for Database support of Help Desk for all information.
• Responsible for Configuration Management of all Server/network/PC devices.
• Responsible for Regular reports to Technology Services management on individual requests.
• Responsible for Provision of data on analysts for Job Factors.
• Responsible for Trend analysis.
• Responsible for Operations support for all system tape backups.
• Lead Problem teams and participate in problem resolution and documentation.
• Provides technical leadership for the resolution of all end user problems and issues, including the Help Desk, PC Support, PC Deployment, end user hardware and software configurations standards and Statement of Partnership (SOP) projects with the Project Management Office (PMO).
• Must have advanced knowledge of Help Desk system administration and support.
• Responsible for Application coding and maintenance of Help Desk system, including self-service and knowledgebase.
• Responsible for Database support of Help Desk for all information.
• Responsible for Configuration Management of all Server/network/PC devices.
• Responsible for Regular reports to Technology Services management on individual requests.
• Responsible for Provision of data on analysts for Job Factors.
• Lead Incident teams and participate in restoration of normal service.
• Ensure proper documentation of the incident, resolution, and associated work-around(s) are completed.

Benefits

• 13 paid holidays plus an exceptional annual leave benefit to be used for vacation, personal and sick time.
• Three comprehensive medical plans offered as options for you and your dependents–including one plan with 100% paid coverage for the employee.
• Exceptional benefits package beginning from first day of employment.
• Dental
• Vision
• Health accounts – employer sponsored HSA and HRA
• Flexible spending accounts
• Tuition reimbursement
• Life insurance, accidental death & dismemberment, short-term and long-term disability and more.
• Employees may begin participation in the 457 Deferred Compensation Plan on day one of employment.
• Employees have the flexibility to choose from a variety of investment options to help them achieve their retirement goals.
• Access to the Healthy Lifestyles Wellness program
• 11 onsite fitness centers.
• Annual flu shots
• Biometric screenings
• Health risk assessments
• Periodic access to an on-site mobile mammography unit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level