* Help design, build and continuously improve the clients online platform.
* Research, suggest and implement new technology solutions following best practices/standards.
* Take responsibility for the resiliency and availability of different products.
* Be a productive member of the team.
Requirements
* 10+ years in IT support, with at least 3 years in a leadership role.
* Strong expertise in IT systems, including hardware, software, networking, and security.
* Proven track record of managing and developing high-performing support teams in dynamic environments.
* Exceptional troubleshooting and critical-thinking abilities.
* Strong interpersonal skills to effectively engage with end users and technical stakeholders.
* Demonstrated ability to manage multiple priorities and maintain focus under pressure.
* Passionate about delivering excellent user experiences.
* Lead and mentor a team of 6 IT support specialists, ensuring high-quality service delivery and team alignment with organizational goals.
* Oversee and prioritize support requests to guarantee timely resolution and efficient issue management.
* Collaborate with cross-functional teams to identify and address recurring issues and implement process improvements.
* Develop and standardize best practices, workflows, and procedures to enhance support operations.
* Provide advanced troubleshooting for complex hardware, software, network, and system issues.
* Facilitate professional growth and skill development for team members through coaching and training.
* Manage escalations, ensuring swift resolution and end-user satisfaction.
* Monitor and report on team performance metrics, analyzing trends to identify improvement areas.
* Act as a bridge between IT leadership and end users to communicate updates, changes, and solutions.
* Maintain thorough documentation of support processes, resolutions, and user interactions.
* Stay up to date with emerging technologies and industry standards to continually enhance team effectiveness.
Benefits
* A challenging, innovating environment.
* Opportunities for learning where needed.