REQUIRED EXPERIENCE:

• Fifteen (15) years of experience with at least ten (10) years’ experience with call center, accounts, reporting deliverable, workforce management or equivalent
• Minimum education of BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or Equivalent
• 7+ years of uninterrupted experience in an IT Environment or enterprise environment with 6,000+ user base
• Previous experience leading a Tier 2 specialized support desk in a large environment supporting more than 10,000 end users
• One or more of the following certifications: CompTIA A+ CE, Network+ CE, or Security+ CE
• Microsoft (MCSE/MCSA/MCP or equivalent) or Microsoft Windows 10 Certifications
• ITIL V4 Foundation Certification

DESIRED EXPERIENCE:

• Knowledgeable in how to configure and troubleshoot mobile devices
• Experience providing analysis and recommendations for information technology requirements
• May hold 1 or more Help Desk Institute (HDI) certifications with HDI Support Center Manager preferred
• 7+ years of configuration, advanced troubleshooting, and practical hands-on experience with the following: Microsoft Windows 10, Office 2016/2019, Microsoft Teams, Network/Local Printers, Operating System and Browser Plugins, SCCM, COTS, PTO Applications, Local & Network Permissions, VPN and Network connectivity, SMP, Skype, and AnyConnect
• Prior high-level executive customer work experience
• Experience providing analysis and recommendations for management
• US Citizenship preferred

• Responsible for producing reports that measure the metrics and quality of the work performed by APR Team members.
• Analyze key performance metrics to ensure all team members are performing at a high level.
• Performs the technical duties as required in servicing the customer to include troubleshooting, producing automated reports, mentoring employees, and taking the lead on special projects and teams as assigned by management.
• Maintain technical edge to assume the duties of the Team Lead or any team member in their absence as required.
• Leads special projects, delegates and acquires buy-in from participating teammates.
• Mentor colleagues and the training of new hires as a key component of the technical lead’s job.
• Independent thinker who offers insight to improve processes and procedures.
• The Technical Lead performs other duties as assigned.
• Willing to take on new responsibilities to meet changing business demands.