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IT Lead on Duty

PURPOSE OF ROLE: The primary purpose of this role is to supervise technical support teams and to provide first, second, and third level support to resolve problems with products and applications. This includes responsibility for overseeing the tracking and documentation of high/critical impact and enterprise wide issues. The Lead On Duty will participate in hardware and software changes into IT production environments. RESPONSIBILITY STATEMENTS o Supervises technical support team in providing first, second, and third level support to resolve problems with products and applications by ensuring team members meet customer service standards and service level targets o Oversees the tracking and documentation of high impact issues by ensuring details of problems, status of service requests, and resolutions are entered into the company tracking system o Coordinates with third party hardware and/or software vendors by initiating and supporting vendor services as necessary o Participates in hardware and software changes into IT production environments by coordinating and proposing production schedule changes as needed o Reviews vendor performance levels and ensures service level agreements are met o Leads the testing and execution of disaster recovery and business continuity processes and events QUALIFICATIONS REQUIRED EDUCATION/EXPERIENCE Bachelor's Degree in Computer Science, CIS, or related field. 7+ years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware. 2+ years of experience in a leadership role with or without direct reports. PREFERRED EDUCATION/EXPERIENCE Master's Degree in Computer Science, CIS, or related field. 4+ years of experience leading technical or project teams with or without direct reports in a large matrixed organization. 4+ years of experience working with third party IT vendors and/or software/hardware suppliers 4+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment 1468850BR
Salary Range: NA
Minimum Qualification
8 - 10 years

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