Sr. IT Support Specialist – Team Lead

Holmes Murphy has always believed that investing in our employees, the spaces in which they work, and the environment that we provide are all critical to our culture, purpose, and the services we offer. After all, we know that employees who feel appreciated and recognized for their hard work and dedication results in employees who feel immensely invested in the success of our clients and our company. On top of this, our employees have a seat at the table and the opportunity to pave their own way. Cool, right?! If you nodded yes, check out our open Sr. IT Support Specialist, Team Lead position and apply!

We are looking to add a Sr. IT Support Specialist, Team Lead to join our Information Technology team in Waukee. Candidates thrive in our environment when they harness their collaborative mindset, strong interpersonal communication skills, and a love of learning.

This role will lead and manage our IT Technical Support team, to provide unparalleled customer service with a focus on complete and timely resolutions to the technical needs of our customers.

Responsibilities:

Work closely with Leaders and Business Partners to:

• Supervise, mentor, and lead a team of tech support technicians.
• Provide guidance, training, and performance feedback to team members.
• Foster a positive and collaborative team environment.
• Manage and resolve escalated technical issues, ensuring timely and effective problem resolution.
• Coordinate with internal IT teams and external vendors to resolve complex technical problems.
• Monitor help desk ticketing system and ensure tickets are prioritized and resolved within defined service levels.
• Develop and implement efficient help desk procedures and workflows.
• Continuously assess and improve support processes to enhance productivity and customer satisfaction.
• Analyze help desk data and trends to identify areas for improvement.
• Ensure excellent customer service by addressing end-users’ technical issues courteously and professionally.
• Monitor customer feedback and work on continuous service improvement initiatives.
• Allocate resources effectively to handle support requests, projects, events and routine maintenance tasks.
• Document common issues, solutions, and best practices to facilitate quicker problem resolution.
• Generate and analyze help desk performance reports, presenting findings and recommendations to IT leadership.
• Prepare regular reports on help desk metrics, trends, and areas needing improvement.
• Proven experience in a supervisory or managerial role within an IT help desk environment.
• Strong technical knowledge of IT systems, networks, and software applications.
• Exceptional communication and interpersonal skills.
• Knowledge of ITIL or other IT service management frameworks is a plus.
• Recruit, hire, train and support IT technical support team member.
• Ensure customer service requests are handled timely and completely.
• Set high customer service standards and hold support specialists accountable to those standards.
• Establish best practices throughout the entire technical support process.
• Analyze and identify trends in issue reporting and devise preventative solutions.
• Develop and maintain thresholds for SLA’s and Key Performance Indicators (KPIs).
• Design and implement request handling, escalation policies, or procedures as needed.
• Own complex and executive level technical escalations with a high degree of client satisfaction.
• Maintain strong proficiency in company products.
• Travel periodically to branch locations for various job functions.
• Participate in technology projects.
• Other duties as assigned.

Knowledge, Skills, and Abilities:

• Must have a strong customer focus, results oriented.
• Capable of exercising discretion and independent judgment.
• Ability to work with detail, follow directions and maintain a high level of accuracy.
• Advanced troubleshooting techniques with software and hardware.
• Knowledge of ITIL processes.
• Ability to communicate effectively with employees throughout the agency.
• Ability to remain calm and professional during peak periods of inquiries.
• Ability to maintain a professional appearance.
• Ability to install or remove computer equipment which may require lifting of up to 40 pounds.
• Must be knowledgeable of and comply with HMA’s Client Privacy Policy, HIPAA regulations and E&O procedures and policies.

Qualifications:

• Education: Bachelor degree in Information Technology preferred.
• Experience: Three years of technical support experience and two years of management experience.

Benefits:  In addition to core benefits like health, dental and vision, also enjoy benefits such as:

• Paid Parental Leave and supportive New Parent Benefits — We know being a working parent is hard, and we want to support our employees in this journey!
• Company paid continuing Education & Tuition Reimbursement — We support those who want to develop and grow.
• 401k Profit Sharing — Each year, Holmes Murphy makes a lump sum contribution to every full-time employee’s 401k. This means, even if you’re not in a position to set money aside for the future at any point in time, Holmes Murphy will do it on your behalf! We are forward-thinking and want to be sure your future is cared for.
• Generous time off practices in addition to paid holidays — Yes, we actually encourage employees to use their time off, and they do. After all, you can’t be at your best for our clients if you’re not at your best for yourself first.
• Supportive of community efforts with paid Volunteer time off and employee matching gifts to charities that are important to you — Through our Holmes Murphy Foundation, we offer several vehicles where you can make an impact and care for those around you.
• DE&I programs — Holmes Murphy is committed to celebrating every employee’s unique diversity, equity, and inclusion (DE&I) experience with us. Not only do we offer all employees a paid Diversity Day time off option, but we also have a Chief Diversity Officer on hand, as well as a DE&I project team, committee, and interest group. You will have the opportunity to take part in those if you wish!
• Consistent merit increase and promotion opportunities — Annually, employees are reviewed for merit increases and promotion opportunities because we believe growth is important — not only with your financial wellbeing, but also your career wellbeing.
• Discretionary bonus opportunity — Yes, there is an annual opportunity to make more money. Who doesn’t love that?!

Holmes Murphy & Associates is an Equal Opportunity Employer.

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