Lead Technology Operations Analyst - Direct Hire
Quick Apply Full-time 8 hours ago Full Job Description The primary purpose of the Lead Technology Operations Analyst is to serve as the daily first level leader in Support, providing continued oversight and direction to the Support Team.
This role will monitor various systems to ensure customer requests and calls are properly handled within documented expectations and SLAs including Brightmetrics, Mitel, Freshservice, MS Teams, and Email.
Essential Functions Must be familiar with technical support for technology products and applications, including computer hardware and software, telecommunications equipment, mobile devices and networks operating within the company.
This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system.
This role may also directly or indirectly support corporate initiatives or deployment projects, as directed.
With a focus specifically on Service Desk, this role will provide technical support, over phone and via Freshservice ITSM, to associates across the enterprise to resolve highly complex and time-sensitive problems as needed.
Maintaining the ITSM Knowledge Base and supporting the growth of the Knowledge Management program are essential to the role.
Assisting with tracking and documenting of activities related to staging, integration, troubleshooting, and installation of enterprise technology systems may be required.
The Lead Technology Operations Analyst will conduct training as needed to Support Desk staff members during onboarding as well as continued training for the needs of the Support Desk operation.
The role reports to the Technology Operations Manager.
The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department.
Minimum Qualifications Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field) 6 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware 2 years of IT support or deployment experience working across multiple platforms or specialty areas Minimum 3 years of experience in a leadership role with or without direct reports Preferred Qualifications Master's Degree Computer Science, CIS, or related field 5 years of experience leading technical or project teams with or without direct reports in a large matrixed, retail organization 4 years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment Experience with Freshservice ITSM tool Experience with Critical Incident Process in Enterprise Service Desk capacity Customer Care experience Competencies Candidate should be well-versed in effective communication, be exceptionally reliable, and possess excellent time management and prioritization skills abilities.
Candidate should be a highly-organized, curious self-starter with professional demeanor and experience leading Enterprise IT Support teams in a fast-paced environment.
Candidate should thrive in a fast-paced environment, requiring continuous learning and adaptability.
Details Job Type:
Full-time, Permanent Location:
Hybrid - 1 day/week onsite in Houston, Texas; 4 days/week remote Benefits Compensation:
$80,000 annual salary Benefits Package to come 22-0071 Job Type:
Full-time Pay:
From $80,000.
00 per year Schedule:
Day shift Application Question(s):
Answering yes or no to these questions will expedite consideration of your application Do you have experience leading Enterprise IT Support teams in a fast-paced environment? Do you have at least 6 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware? Are you looking for a new hybrid opportunity in the Houston area? Work Location:
Hybrid remote in Houston, TX 77085 Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
This role will monitor various systems to ensure customer requests and calls are properly handled within documented expectations and SLAs including Brightmetrics, Mitel, Freshservice, MS Teams, and Email.
Essential Functions Must be familiar with technical support for technology products and applications, including computer hardware and software, telecommunications equipment, mobile devices and networks operating within the company.
This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system.
This role may also directly or indirectly support corporate initiatives or deployment projects, as directed.
With a focus specifically on Service Desk, this role will provide technical support, over phone and via Freshservice ITSM, to associates across the enterprise to resolve highly complex and time-sensitive problems as needed.
Maintaining the ITSM Knowledge Base and supporting the growth of the Knowledge Management program are essential to the role.
Assisting with tracking and documenting of activities related to staging, integration, troubleshooting, and installation of enterprise technology systems may be required.
The Lead Technology Operations Analyst will conduct training as needed to Support Desk staff members during onboarding as well as continued training for the needs of the Support Desk operation.
The role reports to the Technology Operations Manager.
The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department.
Minimum Qualifications Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field) 6 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware 2 years of IT support or deployment experience working across multiple platforms or specialty areas Minimum 3 years of experience in a leadership role with or without direct reports Preferred Qualifications Master's Degree Computer Science, CIS, or related field 5 years of experience leading technical or project teams with or without direct reports in a large matrixed, retail organization 4 years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment Experience with Freshservice ITSM tool Experience with Critical Incident Process in Enterprise Service Desk capacity Customer Care experience Competencies Candidate should be well-versed in effective communication, be exceptionally reliable, and possess excellent time management and prioritization skills abilities.
Candidate should be a highly-organized, curious self-starter with professional demeanor and experience leading Enterprise IT Support teams in a fast-paced environment.
Candidate should thrive in a fast-paced environment, requiring continuous learning and adaptability.
Details Job Type:
Full-time, Permanent Location:
Hybrid - 1 day/week onsite in Houston, Texas; 4 days/week remote Benefits Compensation:
$80,000 annual salary Benefits Package to come 22-0071 Job Type:
Full-time Pay:
From $80,000.
00 per year Schedule:
Day shift Application Question(s):
Answering yes or no to these questions will expedite consideration of your application Do you have experience leading Enterprise IT Support teams in a fast-paced environment? Do you have at least 6 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware? Are you looking for a new hybrid opportunity in the Houston area? Work Location:
Hybrid remote in Houston, TX 77085 Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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