Robert Half technology is looking for a Level 3 IT Support Leader for a client in Amherst area. Essential Job Duties and Responsibilities Provide leadership to Level 3 team sharing information and best practices, advising, coaching and mentoring. Maintain a regular schedule of site visits to provide onsite presence and local management Daily monitoring and escalation of priority and aging incidents Assist in the creation of trend, team and customer satisfaction metric reports for review with IT Leadership to identify opportunities for continuous improvement Serve as a subject matter expert and escalation point Establish cross-training processes and requirements with the goal to have all team members capable of effectively troubleshooting and resolving Incidents for all supported technologies. Maintain frequent communication with peers and IT teams to maintain awareness of issues or changing processstandards Assist with or create new policyprocedure as required to adjust to business needs or changes in the environment. Provide training on supported technologies to end users Infrastructure support as needed for onsite breakfix, including servers, phone systems, network equipment Support asset management process including PC refresh Continuous maintenance and contributions to the support knowledge base Assist with the definition, documentation, communication and training of Incident, Problem and Service Request Management standards inspired by ITIL best practices. Support, troubleshooting, repair or replacement of PC Hardware, and related peripherals Troubleshooting and remediation of software related issues via Service Now ticketing system. Develop and improve strong customer service, communication and technical skills amogst the team. Education and Experience Requirements Education Bachelor's degree required in Information Systems or related field Experience Extensive knowledge of end user IT support processes and best practices 5 years of experience in a similar role and 10 years in the IT industry, with emphasis on end user experience Knowledge of ITIL-based service management tools, ServiceNow preferred Strong leadership presence and extensive written and verbal communication skills Relevant professional qualifications preferred, i.e. ITIL, CompTIA A+, MCSA, CCNA Lean Six Sigma experience preferred Travel Required None Minimal 50+ during onboarding period of 60-90 days, 40 thereafter If interested please email jeffrey.conklinrht.comPC Hardware, ServiceNow, MCSA, Cisco CCNA, ITIL - IT Infrastructure Library, Comptia A+ Associated topics: assistant, customer support, desk, edi, excel, information technology support, support, system support, technical support, technical support specialist
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