Lead Technical Support Specialist

• Prepare and deliver regular performance evaluations, highlighting key metrics and improvement recommendations through constructive feedback
• Keep the team updated on recent technologies and best practices by identifying training needs and facilitating skill development
• Promote a culture of excellent customer service within the TSD, ensuring that end users’ needs are met effectively and professionally
• Provide advanced technical support and assistance to end users, including escalated support for complex issues
• Manage user accounts and troubleshoot hardware, software, network and system issues
• Oversee the ticketing system, ensuring timely response and resolution of technical incidents and requests
• Oversee the daily operations of the Technical Support Desk, allocating tasks to team members as needed
• Delegate tasks and responsibilities effectively
• Maintain accurate records of support activities and solutions, including knowledge bases and documentation to improve issue resolution efficiency and provide support resources for the TSD team
• Identify opportunities for improving support processes and workflows, including automation wherever possible
• Contribute to the development and implementation of IT policies and procedures
• Promote and enforce IT security policies and practices among the support team and end users, with a focus on data security and compliance
• Manage and track IT assets and inventory, ensuring efficient procurement and disposal processes
• Communicate effectively with team members, stakeholders, and end users
• Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary
• Collaborate with other IT teams to resolve issues and implement solutions
• Keep leadership informed of team performance and any escalated issues

• Bachelor’s degree in information technology, computer science, or other related field preferred
• 5+ years of experience in an IT support role in a mid- to large enterprise environment
• 5+ years of experience with IT infrastructure and operations management preferred
• 2+ years of experience with IT service management (ITSM) and ITIL best practices preferred
• 1+ years in a leadership or supervisory role preferred
• Any Microsoft certification, e.g., MCSE, MCP preferred
• Any Cisco certification e.g., CNA, CCNP Security, Azure Administrator Associate preferred
• Any CompTIA certification e.g., CompTIA A+ CompTIA Network+, CompTIA Security+ preferred
• ITIL preferred
• Strong technical skills in hardware, software, operating systems, and networking
• Expertise in troubleshooting both Windows and macOS client OSes
• Proficiency in IT service management and ticketing systems
• Excellent problem-solving and troubleshooting skills, with the ability to address complex technical issues
• Effective communication and interpersonal skills, with a focus on delivering exceptional customer service
• A proven track record of success managing infrastructure and delivering projects
• Ability to motivate and inspire team members
• Customer-service oriented with a focus on providing exceptional support
• Leadership experience managing a Service Desk/Technical Support team, including task delegation, performance management, mentoring, and daily operations oversight.
• Strong technical expertise in Windows, macOS, hardware, software, networking, user account administration, and escalated troubleshooting.
• ITSM/Ticketing system experience with knowledge of ITIL best practices, process improvement, documentation, asset management, and support operations metrics.
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred; Microsoft, Cisco, CompTIA, and/or ITIL certifications are a plus.

The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

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Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’. We also believe that actions speak louder than words. In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.