End User Computing Lead

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The End User Computing Lead is a result-driven team leader responsible for monitoring and supervising a team of technicians to achieve the organization’s objectives. Responsibilities include providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.

This position will lead a team of End User Computing Technicians that resolve, and report various computer problems related to network infrastructure including end user support, security upgrades, and maintenance. This is a 2nd tier IT support team for internal employees. It demands strong technical skills and customer service at the highest of levels.

A top-notch team leader should display excellent interpersonal skills to build quality relationships with the team and with customers, be goal-driven, and manage the day-to-day activities of the team efficiently.

Essential Job Functions
Lead a team that delivers front line technical assistance and support related to computer systems, hardware, and software.
Manage and prioritize the ticket queue for the End User Computing team.
Support, document, and manage conference room setups and operations at the corporate headquarters.
Provide on-site technical support at the corporate headquarters as needed.
Motivate and inspire the team to achieve organizational goals and targets.
Develop and implement timelines to achieve project milestones and targets.
Delegate tasks effectively to team members.
Identify training opportunities and conduct meetings to maximize the team’s potential.
Empower team members with skills to improve their confidence, product knowledge, and communication.
Contribute to the success and improvement of the iService program.
Create a positive and inspiring work environment for the team.
Develop and maintain comprehensive support procedures and prepare end-user documentation.
Respond to service tickets/calls, troubleshoot, isolate the issue, and determine and implement the most appropriate solution.
Maintain, support, repair, relocate, recover, upgrade, and deploy hardware as needed.
Handle HIPAA-sensitive data with utmost care and ensure its safe and secure management.
Utilize Active Directory for account move/add/change and user creation.

Requirements
High school diploma or similar.
Excellent communication, interpersonal, organizational, verbal/written communication, structured analytical and presentation skills.
Confidence and skillful negotiating skills.
Strong organizational skills to give the team direction.
3-5 years previous experience leading a team.
3-5 years previous technical support experience, providing 1st tier Service Desk or 2nd tier IT Support in a professional environment.
3-5 years of experience supporting LAN/WAN, TCP/IP, Active Directory technologies.
Ability and desire to provide excellent customer service to the user population.
Working knowledge of Microsoft operating systems and applications *Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers.
Experience with Exchange, Active Directory, Networking, VMWare.
Proven ability to support customers in a technical environment.
Willingness to take ownership of problems and follow through to completion.
Able to promptly answer support related email, phone calls and other electronic communications.
Self-motivated, detail-oriented, and able to work independently and efficiently to meet deadlines.
Ability to manage multiple projects simultaneously with minimal supervision.
Problem solving skills and the ability to exercise sound judgment in any customer service scenario.
Must have experience troubleshooting PC and Laptop hardware issues.
Must be able to verbally communicate instructions or other information as required.
Must be able to exert physical strength and occasionally lift 25 pounds.
Must be able to bend, turn/twist, kneel, squat 30-40% of each workday.
Knowledge of connections, wiring and cabling, and network management (including DNS).

Preferences
ITIL certifications are preferred

Other Skills/Abilities
Must be able to always adhere to confidentiality standards and professional boundaries.
Attention to detail.
Time Management.
Ability to remain calm and professional in stressful situations.
Strong commitment to excellence.
Quick-thinking and astute decision-making skills.
Effective problem-solving and conflict resolution.
Excellent organization and communication skills.
Demonstrated analytical and problem-solving skills.
Ability to work in a project-based team environment with minimal supervision.
Must be able to handle multiple tasks at one time, in a fast-paced office environment handling multiple demands.
Ability to meet deadlines and reprioritize work to meet changing requirements.
Strong organization and time management skills.
Customer focused with dedication to customer satisfaction.
Able to communicate effectively to people at all levels of the organization.

Physical Requirements
Able to lift equipment from 15 to 25 pounds

Environment
Performs duties in an office environment during agency operating hours.
Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Vaccination Requirements
As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Aveanna does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Aveanna.

As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.