What are the responsibilities and job description for the IT Support Lead position at FusionSite?
FusionSite Services (FSS) is seeking a dynamic and experienced IT Support Lead to establish and grow our helpdesk and desktop engineering teams. The successful candidate will be responsible for ensuring the seamless operation of IT support services, including workstation imaging, application assistance, ticket management, SLA adherence, ITIL implementation, change management, metrics reporting, and fostering strong relationships with various departments and sites. Additionally, this role involves developing comprehensive training materials and documentation for end-users. The IT Support Lead will operate within an AzureAD environment, utilizing Atera for ticketing and Jira for infrastructure project intake and Change Management.
· Team Leadership and Management:
o Lead, mentor, and manage future helpdesk and desktop engineering teams.
o Set clear goals, expectations, and performance metrics for team members.
o Foster a collaborative and supportive work environment that encourages growth and innovation.
· Helpdesk and Desktop Engineering:
o Oversee the resolution of technical issues related to workstations, applications, and hardware, ensuring timely and effective solutions.
o Implement best practices for workstation imaging, software installation, and hardware configuration.
o Provide escalation support for complex technical problems.
· Ticketing System and SLA Management:
o Utilize Atera ticketing system to manage and prioritize incoming support requests.
o Monitor and ensure compliance with SLAs, maintaining high levels of customer satisfaction.
o Continuously improve ticketing processes and workflows for maximum efficiency.
· Change Management and ITIL Implementation:
o Lead change management initiatives, ensuring seamless integration of new technologies and processes.
o Implement ITIL best practices for incident, problem, and change management.
o Collaborate with stakeholders to assess change impact and manage communication.
· Reporting and Metrics:
o Generate regular reports on support team performance, ticket trends, and SLA adherence.
o Analyze metrics to identify areas for improvement and implement strategies to enhance support quality.
· Relationship Building:
o Establish strong working relationships with departments and sites to understand their IT needs and challenges.
o Collaborate with cross-functional teams to address technology requirements and enhancements.
· Training and Documentation:
o Develop comprehensive training materials and user documentation to empower end-users.
o Conduct training sessions and workshops to promote effective technology utilization.
· Project Intake and Management:
o Utilize Jira for project intake, tracking, and Change Management processes.
o Coordinate with project teams to ensure IT support alignment with project goals.
QUALIFICATIONS / REQUIREMENTS:
· Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
· Proven experience (8 years) in IT support and leadership roles.
· Strong familiarity with AzureAD, Atera, and Jira.
· Excellent leadership, communication, and interpersonal skills.
· Solid understanding of ITIL framework and best practices.
· Strong problem-solving abilities and the capability to work under pressure.
· Project management experience is a plus.