Job Description – Lead IT Operations

System Soft Technologies is a leading technology company that provides innovative technical solutions and Consulting Services to enhance innovation, business value, and competitiveness. For over 24 years, our focus on becoming a trusted partner to each client has allowed us to become a $230MM+ company with a pool of over 1900 associates who cover the full spectrum of IT expertise. We are distinguished by our ability to anticipate the unique needs of our clients and deliver a level of quality that far exceeds their expectations.

Why System Soft Technologies?

At System Soft Technologies, we are a family unit powered by diversity, inclusion, transparency, respect, integrity and passion for our clients and our people. Our business growth depends on your professional development, as we collaborate, share ideas and innovation, and invest in our future. By forging a meaningful partnership with our people, we come together with the same purpose, exceeding our goals. This keeps us nimble, ahead of the competition, and on top of our industry. Our continued success begins with you.

Job Duties

• Supervise and lead a team of support desk technicians.
• Recruit, train, and develop support staff.
• Set performance goals, provide feedback, and conduct performance evaluations.
• Ensure timely resolution of technical issues and requests.
• Monitor and manage service level agreements (SLAs) to meet or exceed customer expectations.
• Implement best practices and processes for service delivery.
• Allocate and manage resources effectively to meet service demands.
• Maintain an inventory of hardware, software, and equipment required for support.
• Stay current with industry trends and technologies to provide expert guidance to the team.
• Assist in troubleshooting and resolving complex technical issues or escalations
• Serve as a point of contact for escalated customer inquiries or complaints.
• Ensure excellent customer service and satisfaction.
• Analyze support desk metrics and data to identify recurring issues and propose solutions.
• Troubleshoot and resolve technical issues when necessary.
• Develop and maintain documentation for support processes, procedures, and knowledge base articles.
• Ensure that technicians follow documented procedures.
• Implement and enforce security policies and compliance standards related to IT support.
• Monitor for security threats and take appropriate actions.
• Manage the support desk budget, including forecasting and cost control.

Requirements

• Bachelor's degree in computer science, information technology, or a related field is preferred. Relevant certifications like ITIL, CompTIA A+, and HDI Support Center Manager are often beneficial.
• Several years of experience in IT support or a related field, including at least 1-2 years in a supervisory or management role.
• Strong technical knowledge and proficiency in various operating systems, software applications, and hardware components. Familiarity with IT service management (ITSM) tools is important.
• Excellent leadership and team management skills, including the ability to motivate, mentor, and develop support staff.
• Effective written and verbal communication skills to interact with team members, customers, and stakeholders.