• Assist the IT Service Manager in directing a team of support personnel who troubleshoot IT issues for clients on a daily basis.
• Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• Prepare  daily routes for Field Technicians
• Ensures issue resolutions are completed or escalated with in Service Level Agreement (SLA).
• Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user
• Familiar with a variety of the field’s concepts, practices, and procedures.
• Relies on extensive experience and judgment to plan and accomplish goals.
• Performs a variety of tasks.
• Leads and directs the work of others; implements corrective actions and coaching to IT specialist.
• Manage Tier 1 through 3 to resolve tickets; Provide strategies to close out open tickets and;
• Assist in the performance evaluation; hiring and releasing team members.
• All other related duties assigned.

Education:

• A+ Certification
• 3 years of Helpdesk/Technical support experience
• 1 year of management experience
• High School Diploma