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IT Escalation Support Lead

Company: Outsource IT Solutions Group, Inc.
Location: Naperville
Posted on: November 22, 2021

Job Description:

The Lead Escalation Technician (Lead ET) will report to the Service Manager. This role is responsible for successfully managing the IT Technician Team, including managing the Service Order (SO) Queue day-to-day. The Lead ET will objectively track and report daily on Queue performance, including SOs remaining and completed, time required to clear the Queue, Queue prioritization and team capacity required to complete day-to-day Queue associated SOs against scheduled timelines. When additional resources are required to successfully manage the Queue workload and timelines, the Lead ET will work with OSG leadership to obtain resources to manage resource gaps. The Lead ET will train, coach, mentor and direct the Technician Team - both dedicated and temporary - to ensure all Queue SOs are completed daily. The Lead ET will be responsible for updating SOs estimated times for accuracy, prioritization of SOs and managing the Technician Team's productivity and work schedule. The Lead ET will be responsible for driving continuous improvement within the team. This includes innovating, improving service quality and execution methodologies. Work will be done both onsite and remotely using OSG tools. The Lead ET must provide consistent outstanding customer service and follow-up and exemplify this quality in the Technician Team. All time must be documented daily. The Lead ET must ensure the Technician Team maintains best practice SO documentation and management, including time logging, description of work performed, proper SO allocation and other tasks related to SO maintenance. As required, the Technician Team will act as an escalation point for the Technician team and/or troubleshoot hardware, software, and network issues when problems arise. Lastly, this position requires an ability to troubleshoot and resolve customer issues in an efficient and professional manner, as well as, to implement customer projects and provide support and ongoing maintenance with a focus on excellence. The Lead ET will be responsible for driving innovation within the team. This includes innovating, improving service quality and execution methodologies.Essential Duties:

  • Ensuring Service tickets are being assigned and completed
  • Mentoring Support staff on customer issues
  • Working on escalated customer emergencies
  • Updating and improving customer documentation
  • Accurately documenting time in the time entry system and consistently following up on assigned tasks and service ordersRequirements:
    • Eight plus years of technical service experience
    • Five plus years of network design, build & troubleshooting with firewalls, switches, and routers and Microsoft server products
    • Demonstrated strong written and verbal communication
    • Proven leader in problem solving, time entry, and customer documentation skills
    • Ability to work eight hours a day sitting, using a keyboard, and speaking on the phone
    • Ability to bend, stoop & carry
    • Travel reasonable distances by foot and in all weather conditions
    • Insurable driving record, current driver license, proof of current auto insurance meeting the minimum limits
      • Position will be a mix of project, customer site and in office, so travel in the Chicagoland area is requiredRole is required to be onsite in the office or at the client location.Job Type: Full-timeBenefits:
        • Dental insurance
        • Employee assistance program
        • Health insurance
        • Life insurance
        • Paid time off
        • Professional development assistance
        • Referral program
        • Vision insuranceSchedule:
          • 8 hour shift
          • Monday to Friday
          • On callSupplemental Pay:
            • Bonus payWork Location:
              • Multiple locationsWork Remotely:
                • NoWork Location: Multiple Locations

Keywords: Outsource IT Solutions Group, Inc., Naperville , IT Escalation Support Lead, Other , Naperville, Illinois

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