•Serve as a team lead for the System Support Specialist (levels I & II) by ensuring appropriate staff coverage of the IT Service Desk and the edge device experience; as well as, monitoring service desk staff performance ensuring key performance indicator goals are met.
•Develop or update metrics and key performance indicators to measure the end-user satisfaction and the effectiveness of the service desk staff.
•Responsible for the successful deployment of new network attached devices and applications.
•Support IT Service Desk application software and call center data to enhance the performance of the Service Desk and support ITIL based processes.
•Support audio / visual infrastructure; as well as, maintain hardware and software asset management.
•Provide input to Manager, Service Delivery for process change, enterprise system priorities and team goals.
•Document processes, system configurations, and develop training materials as needed for internal staff and end-users.
•Provide customer focused service by building positive and constructive relationships with business areas, customers, understand their needs, problems and provide timely communication and service.
•Partner with business to undertake full IT ownership of the systems and projects assigned and become proficient in the technical and functional aspects of these systems.
•Provide technical support of projects.
EDUCATION AND EXPERIENCE:
•Bachelor’s degree in Computer Science or related field. Related experience may be substituted on a year-for-year basis for up to four (4) years.
•Five (5) years of progressively responsible Call Center or Service Delivery experience in Information Technology; including three (3) years leading technology efforts, projects and operations.
•Progressive experience in the supervision of a technical support team.
•Proficiency using Microsoft Office Suite, Service Desk application software
•Certifications in IT support preferred. Examples: CompTIA A+, ITIL, Microsoft 365 Certified: Modern Desktop Administrator Associate, etc.
CAPITAL METRO IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
For more information and to apply, follow: https://capmetro.csod.com/ux/ats/careersite/1/home/requisition/95?c=capmetro
SALARY RANGE - 30.08 - 37.60 - HOURLY