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IT Operations Team Lead

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Date: Apr 12, 2018

Location: Schofield, WI, US, 54476

Company: Greenheck Group

The IT Operations Team Lead will supervise and coordinate the activities of the helpdesk and desktop supports teams. This position will ensure that a high level of customer service is achieved in all interactions with internal and external customers by scheduling and facilitating coverage, workload and workflow and serving as overflow or backup coverage as needed. This role requires collaboration with end users and various support teams with in the IT function.

 

As the IT Operations Team Lead, you will:

  • Monitor open, closed and escalated calls
  • Define workflows and update SOPs
  • Supervise helpdesk and desktop employees, including performance management and training
  • Design and implement request handling, escalation policies and procedures, and continuous improvement processes
  • Coordinate and/or perform hardware repairs, installations and configurations
  • Develop Service Level Agreements for supporting various off the shelf and in-house developed software
  • Administer operations tools and processes for design, development, configuration, documentation and implementation
  • Act as a business partner to gain understanding of end user job function to provide process improvement suggestions

 

To be considered, you should have the following:

  • Minimum of an Associate’s Degree in Computer Support, Information Technology or related field
  • +3 years of work experience in an IT support area
  • Leadership experience in a team setting
  • Flexibility to work outside normal business hours to support our national and international teams as needed

 

Why Greenheck?

  • Competitive health insurance and Flexible Spending Account
  • Onsite clinic and fitness center (Schofield location)
  • Dental & vision insurance
  • Paid vacation
  • 10 paid holidays per year
  • 401(k) Retirement Savings Plan
  • Employee Assistance Program
  • Dependent Care Flexible Spending Account
  • Tuition Assistance
  • Employee Wellness Program
  • Growth and development opportunities
  • Community involvement opportunities

 

Our benefit packages and salaries are among the best in our industry. Benefits may vary slightly by location.

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Nearest Major Market: Wausau