The IT Operations Lead will lead Help Desk and IT Operations to ensure IT requests are routed and handled appropriately. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of IT functions.
Essential Responsibilities:
Manage the processing of tickets to the Help Desk to ensure courteous, timely, and effective resolution of end user issues.
Design and enforce ticket handling and escalation policies and procedures.
Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Coordinate with System Engineers to resolve issues or create efficiencies within the environment.
Monitor and test fixes to ensure problems have been adequately resolved.
Track and analyze trends in Help Desk requests and generate statistical reports.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Identify, develop, and implement end user training programs, user guides, and FAQs to increase computer literacy and self-sufficiency.
Oversee the development, implementation, and administration of IT Operation SOPs and Runbooks.
Train, coach, and mentor Help Desk Technicians and other junior staff.
Manage hardware inventory to track and manage end user devices.
Perform daily checks of integrations and services to ensure all business services are operational.
Required Skills and Experience:
Bachelor's in computer science, Information Technology, or a related field or equivalent experience.
Minimum of 3 years of administering hybrid AD/M365 Tech stack along with Windows Servers and services.
Minimum of 2 years of leading a help desk or small IT team.
Experience with Azure, Intune, Teams, SharePoint, and M365 Management.
Experience with JIRA Service Management a plus.
Meraki Experience a plus.
Strong knowledge of computer software, hardware, and networks.
Leadership and personnel management skills.
Ability to diagnose and resolve basic and advanced technical issues including network and server administration issues or tasks.
Ability to effectively communicate, ensuring positive and productive interactions with end users and senior leadership.
Aside from a benefits package that is a cut above the rest, you will gain access to award-winning company culture. Want to see for yourself?
With CSI, you will gain access to....
Healthcare coverage plus HSA matching
Onsite Corporate Gym with fitness challenges with incentives & rewards for participation
Participation in 401(k) retirement plan
An award-winning corporate culture
The CSI Companies 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.