End-User Technology Team Lead at Holman Enterprises in Moorestown, New Jersey

Job Description:

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What's Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.




The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.



Job Posting Description


Holman - a Computerworld 2024 "Best Places to Work in IT" company - is hiring an End-User Technology Team Lead. We are seeking someone to lead innovation, drive technology solutions, and empower end-users with seamless support and expertise.


Responsibilities:

• Create an environment which focuses on value, collaboration, and transparency.
  
  


• Manage efficient team of analysts to perform on-site analysis, diagnosis, and resolution of end-user technology support issues. (desktops, laptops, mobile devices, peripherals, etc.)
  
  


• Ensure proper management and maintenance of a quality inventory asset system.
  
  


• Ensure all relevant service delivery metrics (KPIs) are tracked and communicated often in accordance with ITIL best practices and I&O needs.
  
  


• Ensure service level agreements (SLA) and operational level agreements (OLA) are consistently achieved at a high rate.
  
  


• Proven record of effective communication to supervisor, team, and requestors.
  
  


• Continue training and education to master areas of responsibility and increase service desk functional efficiency.
  
  


• Execute on strategies to increase service delivery efficiency and customer experience with objective tracking and transparent reporting to measure success of these efforts.
  
  


• Partner with others in the organization to ensure that more and more low-risk tasks are clearly defined in a repeatable process, permission has been properly delegated, and responsibility for these functions are passed to appropriate teams.
  
  


• Mentor members of the team on how to increase end-user technology delivery and support overall.
  
  


• Promote new innovative ideas in the team while ensuring ideas have a strong value proposition before implementation or seeking additional approval.
  
  


• Work with the IT Process team to ensure all budgeting, procurement, approvals, reviews, change management, incident response, etc. are done according to the I&O official processes.
  
  


• Establish and maintain relationships with third-party partners, with a focus on long-term vision and cost control.
  
  


• Ensure that capacity within the team is properly managed using only approved technologies/methods and reported regularly using objective data.
  
  


• Ensure that longer-term initiatives are properly planned, forecasted, managed, and communicated according to the I&O project management practices.
  
  


• Address escalated support issues and guide partners on courses of action.
  
  


• Perform all other duties and special projects as assigned.
  
  


• Focus on process development and adherence to ensure consistent and predictable outcomes to situations.
  
  


• Ensure procedures and problem resolution is documented and readily made available - with a focus on root-cause analysis and inter-team collaboration.
  
  


• Perform all other duties and special projects as assigned
  
  

Education and/or Training:

• Bachelor's Degree and/or technical school certification required.
  
  


• Experience in ITIL and ITSM best practices a strong plus.
  
  


• Additional education, technical certifications, or other distinctions are a plus.
  
  


• Broad, generalist knowledge of core elements or concepts within the role.
  
  


• SQL Experience is preferred.
  
  


• Highly proficient in the use and the proper configuration of various end-user tools including:
  
  
  
  
  • Collaboration software and hardware (i.e. Outlook, Teams, SharePoint, video conferencing equipment, etc.)
    
    
  
  
  • Productivity software (i.e. Word, Excel, PowerPoint, etc.)
    
    
  
  
  • End-user computing hardware (i.e. laptops, desktops, peripherals, etc.)
    
    
  
  
  • Mobile device platforms and approved business applications (i.e. Android, Apple iOS, Certify Mobile, Insights, etc.)
    
    
  
  
  
  

Relevant Work Experience:

• 3-5+ years' experience in a hands-on technical support function, including 2 as a senior advisor or team lead
  
  


• Breadth and depth of technical or functional expertise in own area of responsibility or department; may be acquiring knowledge of other related areas of departments
  
  


• Developing and implementing processes, methods, and tools to increase efficiency and accuracy
  
  

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At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way.




At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance


• Vision Insurance


• Dental Insurance


• Life and Disability Insurance


• Flexible Spending and Health Savings Accounts


• Employee Assistance Program


• 401(k) plan with Company Match


• Paid Time Off (PTO)


• Paid Holidays, Bereavement, and Jury Duty


• Paid Pregnancy/Parental leave


• Paid Military Leave


• Tuition Reimbursement

Benefits:



Regular Full-Time


We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.



Click here for Washington State benefit information.



Temporary or Part-Time


In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.



Click here for Washington State benefit information.




Pay:



We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $97,450.00 - $141,300.00 USD annually for full time employees. The annual compensation range is comprised of base pay earnings.


Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.


This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Apply Now