What are the responsibilities and job description for the IT Support Lead position at CAIS?
CAIS is a fintech firm on a mission to build the first truly open marketplace for alternative investments. We are a rapidly growing, high-energy, and collaborative group looking for people with great attitudes, grit, and creative problem-solving skills. Join us in disrupting a multi-trillion-dollar industry.
We are seeking an IT Support Lead to join our growing Technology team at CAIS! This pivotal role will oversee all IT support related activity, including support provided by outside MSP. In addition, they will be the primary resource for coordinating and executing all project work related to the support function alongside our MSP. The role will act as an escalation point for 1st and 2nd level IT support concerns and will be responsible for maintaining a high level of customer satisfaction, finding ways to measure and improve it, and devising reliable solutions to problems.
Desired skills and technologies include:
- Assessing the technical needs of staff or clients
- Establishing and maintaining strong relationships across teams and with staff/clients
- Measure service satisfaction levels
- Managing and upholding the troubleshooting escalation process
- Managing hardware and software
- Resolving system and application issues
- Assisting with IT equipment sourcing and budgeting
- Identifying gaps in the support process and amending it accordingly
Experience Desired
- 3 years of relevant IT experience
- Familiarity with Microsoft O365/Azure Cloud services
- Management of Windows applications in rapidly growing organizations
- Proven track record of troubleshooting complex support issues and utilizing team members and additional expertise to achieve desired result
- Demonstrated experience in creating documentation of runbooks and solutions
- Ability to effectively communicate solutions to internal staff and clients
Additional Responsibilities
- Diagnose, troubleshoot, and escalate systemic issues in the environment and internal support processes as well as those escalated from other teams
- Work well in a team environment
- Professional presentation and approach to all communication
- Ability to multitask and achieve objectives within predetermined timeframes
- Quickly assess situations that require escalation to vendor support