Team Leader - Technology Support

What We're Looking For

At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners.

This opportunity entails being responsible for providing frontline end-user support on a daily basis. This position is responsible for the diagnosis and resolution of complex to advanced hardware, software, and network issues, redirecting or escalating issues, as needed.

Anticipates related issues and advises end-users on appropriate action(s). Uses advanced knowledge of systems and support to develop recommendations for continuous improvement and responsible for the reporting of incidents, problem management and metrics. Oversees and manages a small group of direct reports.

What You’ll Do:

• Responsible for providing prompt, friendly, customer-focused support to a designated office.

• Logs all service desk calls, email requests, and in personal requests into the IT Service Management System. Responsible for updating service ticket information.

• Diagnose and resolves complex to advanced hardware, software and network issues. Redirects or escalates incidents and service requests as needed. Acts as liaison with Operations and Developers as appropriate to resolve issues and implement solutions.

• Identifies and anticipates related issues and advises users on appropriate action.

• Advises on escalation requests for Technology Support Representatives (TSRs).

• Responsible for organizing and facilitating office move logistics.

• Partners with the business and office to solve issues and remove barriers to productivity.

• Plans and coordinates special projects, including but not limited to software upgrades, project pursuit support, etc. Ensures projects have adequate support plans before go-live.

• Assists office leadership teams with analyzing IT asset portfolio and provide guidance around technology usage and optimization.

• Responsible for quality control, auditing and ensuring asset management system is accurate and up to date.

• Partners with leadership to influence the local office technology budgets annually. Forecasts new hires, growth rates, and conversions from desktops to laptops to influence the annual budgets and help manage appropriate inventory levels, reducing unnecessary inventory carry costs.

• Provides input on recruitment, hiring, development, and retention of staff, including developing a plan for staff reporting, performance and compensation reviews, and succession.

• Responsible for coordinating schedules and approving timecards.

• Aids in establishing employees’ objectives and provides feedback from clients while coaching and mentoring their team.

• Performs other duties as assigned.

What You’ll Need:

• Associate's or Technical Degree in Computer Science, Information Technology, Engineering, or related degree and 6 years of relevant experience, or

• In lieu of degree, 8 years of experience in technical support or relevant experience

What You'll Bring:

• Technical Expertise: Familiarity with the latest technology support tools and software. Acts as a subject matter expert in relevant technologies and keeps up to date with emerging trends and best practices in the industry. Identifies opportunities for continuous improvement and provides guidance to team members in implementing innovative solutions. Demonstrates a proactive approach to problem-solving and takes action to resolve issues quickly and effectively. Anticipates potential problems and takes steps to prevent them from occurring.

• Leadership Experience: Proven track record of leading a team in a technology support environment.

• Communication Skills: Excellent verbal and written communication abilities.

• Problem-Solving: Strong analytical and problem-solving skills, especially in a tech support context.

• Communicates clearly and effectively with team members, stakeholders, customers, and vendors to ensure alignment and understanding of objectives and priorities. Listens actively and responds appropriately and provides timely and accurate information to ensure effective decision making.

• Ability to effectively delegate tasks and responsibilities to team members. Ability to identify individual strengths and weaknesses of team members and provides coaching and support to develop their skills and knowledge. Builds effective teams and drives engagement.

• Ability to establish relationships and interface with customers and employees at all levels of the organization.

• Able to operate in a fast-paced organization and handle multiple projects simultaneously.

• Strong communication and problem-solving skills. Ensures accountability and drives results.

• Ability to react quickly and in support of changing priorities.

What We Prefer:

• Bachelor's degree in Computer Science, Information Technology, or related degree and 6 years IT support experience

Additional Information

Click here for benefits information: HNTB Total Rewards

Click here to learn more about EOE including disability and vet

Visa sponsorship is not available for this position.

#DG #IT

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Locations:

Chicago, IL, Indianapolis, IN, Milwaukee, WI (East Wisconsin Avenue)

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NOTICE TO THIRD-PARTY AGENCIES:

HNTB does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of HNTB. HNTB will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person or entity. Staffing/employment agencies who have fee agreements with HNTB must submit applicants to the designated HNTB recruiter to be eligible for placement fees.

Job Type: Regular

Full/Part Time: Full time

Job Category: Information Technology Group

ReqID: R-20469