TECHNICAL SUPPORT TEAM LEAD

Location: Columbia, MD
Time Type: Full time
Requisition ID: REQ3251
Enterprise is a national nonprofit that exists to make a good home possible for the millions of families without one. We support community development organizations on the ground, aggregate and invest capital for impact, advance housing policy at every level of government, and build and manage communities ourselves. Since 1982, we have invested $80.9 billion and created 1 million homes across all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands – all to make home and community places of pride, power and belonging.
Join us at enterprisecommunity.org

JOB DESCRIPTION SUMMARY

The Technical Support Team Lead is a key role, tasked with managing a team of Service Desk Analysts. The Team Leader is responsible for overseeing the day-to-day effectiveness of the service desks and ensuring that customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests. The team lead sets the standard for customer service and technical expertise.
The team leader will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through a telephone, email and appointment-based service. They will interface with other teams as need to efficiently troubleshoot and resolve complex issues.

QUALIFICATIONS AND EXPERIENCE:

• Networking experience, including a demonstrated understanding of VPN, LAN, WAN, and wireless.
• Understanding of security practices, including physical, internet, and wireless security.
• Strong understanding of user authentication, permissions, and encryption
• At least 2 years of documented Service Desk Team Lead Experience
• Understanding of ITIL
  Total Rewards at Enterprise:
  You will be working with a group of talented professionals who are motivated by serving the community and addressing the need for affordable housing.
  Enterprise offers a comprehensive total rewards package for you and your family.
  The base salary for this role is $75,000 to $85,000, depending on level of skills and experience.
  The salary range for this position is represented by the low and high end of the range for the amount to be paid for the position. Salaries paid at Enterprise will vary based on factors that may include skills, education, location, experience, and performance. The salary range is just a part of the total rewards package provided to employees at Enterprise, and other rewards may include annual performance bonuses and generous paid leave programs.
  At Enterprise, our benefits form a major component of our total rewards package. Benefits include dental, health, and vision care plans, as well as family-building benefits, such as adoption and surrogacy support. Enterprise allows flexible work arrangements to promote a better work-life balance. We offer health advocacy, EAP, and mental health benefits. We round out our total rewards package by offering financial education, wellness programs, and auto-enrollment in the company’s 401(k) plan with employer matching contributions. Finally, you will have learning and development opportunities, including tuition reimbursement for job-related courses and certifications. Thank you for your interest in joining the Enterprise team in our effort and commitment to serve others.

• Be the most technical person on the Service Desk and serve as a resource for other team members.
• Be able to automate tasks using a variety of tools.
• Utilize the ticket tracking system (ServiceNow) to document all support incidents.
• Creates and maintains detailed and complete Service Desk Knowledge Articles.
• Reporting of metrics and KPIs for the Service Desk and the Service Desk Manager.
• Identify opportunities for automation and assist with developing automation systems to address those opportunities.
• Participation with research, planning, scoping, implementation, and ongoing project support.
• Participation in maintaining inventory of hardware, software, and support assets.
• Capability to self-motivate, work independently, and take ownership of job responsibilities.
• On-point, genuine interpersonal and written communication skills
• Demonstrated Customer Service & Troubleshooting skill-sets
• The ability to balance and prioritize multiple projects and remain calm under pressure.
• Experience working with multi-tiered ticket handling/resolution systems
• Provide tier 1 and tier 2 IT support and act as SD Team escalation point.
• Enforces IT standards and educates employees about compliance issues.
• Performs other related duties as assigned