JOB-RELATED SKILLS/COMPETENCIES

• Ability to Influence: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
• Analytical Skills: Works with leaders and team members to drive change and influence decision making by using objective metrics, comprehensive viewpoints, and strong partnerships.
• Critical Thinking: Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Drive to Perform: Identifies and accomplishes challenging objectives or personal goals. Works effectively with others to achieve goals. Looks for and takes advantage of opportunities. Maintains a high level of interest, enthusiasm.
  Additional Data:

• Manage, mentor, and develop a team of Tier 3 technical support specialists and systems administrators.
• Ensure consistent adherence of SLAs and KPIs while maintaining appropriate resource allocation and preventing team overcommitment.
• Lead technology optimization projects to enhance employee productivity and end-user experience.
• Drive technical innovation and help steer the team to adopt continuous improvement methodologies.
• Serve as the escalation point for complex technical issues requiring senior expertise.
• Oversee support for Windows laptops, Citrix IGel environments, VPN solutions, and M365 applications.
• Ensure proper implementation of patch management and security policies.
• Lead system upgrades, migrations, and deployments while ensuring minimal disruption to operations.
• Ensure comprehensive technical documentation, KBs, SOPs are standardized and consistently updated