Looking to join the Sacramento region’s fastest growing IT Company (MSP)? GroupOne Consulting embodies support of continuous improvement, a management team that cares and a dynamic and demanding environment where your skills are constantly utilized and being improved upon.
GroupOne builds custom, strategic technology plans, essential to achieving our clients’ visions. We collaborate with clients to ensure their objectives are achieved and results are acknowledged. Every aspect of our client-focused activity is driven by a relentless pursuit of operational excellence.
We offer a remote/hybrid schedule, and applicants must be local and able to be present in the Folsom office at least three days per week.
Visit: www.grouponeit.com/careers/ for a full job description.
Under general supervision of the IT Services Manager, the Help Desk Team Lead is a key role in delivering ongoing support and small project implementations for our partner customers. The Help Desk Team Lead provides guidance, instruction, training, and leadership skills to inspire their team to perform at their optimum. The goal of the role is to create a cohesive team that works efficiently together to maximize their collective potential.

JOB SPECIFIC QUALIFICATIONS/EXPERIENCE

· Must be able to work after hours and have the flexibility to work when needed to meet the objectives of the team
· Ability to correctly determine proper course of action by identifying appropriate resource, process or escalation needed for safe and efficient resolution to any client issue
· Strong commitment to providing quality service
· Excellent people skills, organizational skills, general business skills, decision making and
multi-tasking skills
· Experience creating and documenting processes
· Experience with information management
· Technical ability on par with an experienced Support Engineer
Final Candidates Subject to drug/criminal background screenings.
Job Type: Full-time
Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Professional development assistance
• Relocation assistance
• Vision insurance

Ability to Commute:

• Folsom, CA 95630 (Preferred)

Work Location: Hybrid remote in Folsom, CA 9563

PRIMARY RESPONSIBILITIES

· Provide guidance to team for daily operation of the Technical Support Team
o Support the team as needed to achieve daily, weekly, and monthly performance objectives (KPIs)
o Support the team as needed to strengthen knowledge of company systems and processes
· Provides technical guidance, training and leadership to Level I/II technical support staff
o Functions as the primary “on-the-floor” resource for aiding and assisting their assigned team in product knowledge and operational processes
· Takes calls and works tickets in high call volume or ticket volume situations
· Provide backup support for your peer team lead to ensure the entire technical support team is successful.
· Collaborate with the IT Services Manager to determine project requirements, when necessary, and develop work schedules for the team
· Collaborate with the IT Services Manager and Technical Resource Coordinator for Technical Support work assignments
· Lead weekly operations reviews with the technical support team (Stand-Up meetings)
· Work with management to review aggregated team performance and set new goals
· Provide technical escalation support to Level I/II technical support staff and liaison with Level III/IV teams
· Actively support your team members represented on the IT Glue documentation improvement initiative
· Lead by example and support your team members in identifying operational improvement opportunities or risks, galvanizing solutions and formally present to management for review
· Provide feedback and recommendations to Management for Development and maintenance of support policies, standards and procedures
· Participates in panel interviews for new team member candidates and provides recommendations for selection
· Collaborate with Technical Resource Coordinator to manage effective resource scheduling for ongoing support and projects
· Work with Technical Resource Coordinator to provide support for proper ticket triage and callback scheduling
· Maintains knowledge and understanding of central business management system
· Assists in other duties as needed

MANAGEMENT/SUPERVISORY RESPONSIBILITIES

There are no formal supervision responsibilities with this position.