IT Operations Team Lead

CYNET SYSTEMS INC.

Pompano Beach, FL, United States

about 1 month ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Working hours

Regular working hours

Job source

Information Systems Issue Tracking Systems IT Management Information Technology Operations Software Engineering Information Technology Multiplatform

Manage the day-to-day activities of the team, including prioritizing support, delegating work, monitoring and reporting trends (including security incident awareness), and ensuring efficient service delivery by leveraging IT support specialists.
Serve as a high-level resource for the team and act as the primary escalation point for customer service-related issues.
Assist with monitoring and tracking inventory for the Information Technology cost center.
Work closely with IT leadership to identify areas for improvement in processes and workflows, and implement strategies to enhance overall efficiency, user satisfaction, and service quality.
Monitor, analyze, and recommend improvements to work processes for increased efficiency, while keeping the knowledge library up to date to ensure the best experience for customers and IT team members.
Collaborate with other IT departments to ensure that all service tickets for the assigned unit are responded to and resolved promptly.
Perform Quality Assurance checks on customer incidents, onsite or at remote locations, ensuring that Service Level Agreements are met.
Coordinate and schedule audiovisual setups and provide video conferencing support.
Travel to remote locations to provide support, as needed.
Perform other duties as assigned.

Associate or bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.
A minimum of 5+ years of IT work experience in computer operations with exposure to multi-platform environments. Requires experience in leading teams and projects.
Previous experience using a ticketing system to manage support requests and monitor trends.
Ability to manage multiple priorities and work independently or as part of a team.
Capacity to perform effectively in high-pressure situations, with strong organizational and time-management skills.
Strong technical troubleshooting skills for both hardware and software issues.
Understanding help desk processes and service management principles.
Supervisory skills, including the ability to motivate, develop, and empower team members.
Onsite hours of operation are between 8:00 a.m. and 5:00 p.m., Monday through Friday.
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