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IT Support Team Lead

Atlanta, GA

Posted: 06/25/2019 Employment Type: Direct Hire Job Category: Support Job Number: 10981

IT Support Team Lead

Our client is looking for a talented IT Support Team Lead to join a high-growth FinTech  company located in the Atlanta-area. 

Here' s what you' ll be doing:
  • Addressing user tickets regarding hardware, software and networking
  • Walking customers through installing applications and computer peripherals
  • Asking targeted questions to diagnose problems
  • Guiding  users with simple, step-by-step instructions
  • Conducting remote troubleshooting
  • Testing alternative pathways until you resolve an issue
  • Customizing  desktop applications to meet user needs
  • Recording technical issues and solutions in logs
  • Directing unresolved issues to the next level of support personnel
  • Following up with clients to ensure their systems are functional
  • Reporting customer feedback and potential product requests
  • Helping create technical documentation and manuals
  • Developing goals and objectives for IT Desktop Support Technicians within the team via periodic coaching sessions, supervise the team members and provide regular feedback on successes and recommendations to become more successful
  • Conducting annual performance reviews and Talent Development Plans for IT Desktop Support Technicians within the team
  • Providing  guidance, training and mentoring for new IT Desktop Services staff
  • Administering time management of team including reviews and approval of time sheets, processing of PTO requests, and ensuring appropriate coverage for IT Desktop Support

Here' s what our ideal candidate has:
  • Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
  • Hands-on experience with Windows, Linux, and Mac OS environments
  • Working knowledge of office automation products and computer peripherals, like printers and scanners
  • Knowledge of network security practices and anti-virus programs
  • Ability to perform remote troubleshooting and provide clear instructions
  • Excellent problem-solving and multitasking skills
  • Customer-oriented attitude

Benefits: Generous Salary plus bonus potential, comprehensive company benefits, casual work environment, flexible PTO, 401K with company match, many opportunities for advancement

Keywords:  Windows, Linux, Mac OS, Desktop, Phones, Support, Customer Support, Troubleshooting, Technical Support

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