IT Helpdesk Team Leader
Core
Lead a team of IT support staff and serve as the single point of contact for escalated IT issues in a medical equipment manufacturing environment.
Role type
Senior IT Helpdesk Team Leader (2nd Level Support)
Builds
IT support services, incident resolution, and team operational efficiency
Domain
Medical technology manufacturing / Enterprise IT Infrastructure
Deliverable
client delivery
Required skills
Team leadership, 2nd level system administration, Service-Now ticket management, Microsoft AD/Office 365 administration, IT asset inventory management, Process improvement, Technical documentation, SLA monitoring, Hardware/software troubleshooting
Preferred skills
Microsoft certification, Project management, ITIL v3, Medical technology IT experience
Technologies
Service-Now, Microsoft AD, Office 365, SCCM, Imaging tools, Anti-Virus, SharePoint, Office suites, HP desktop/laptop hardware
Responsibilities
Manage Service-Now ticket queue and ensure proper routing/escalation of Incidents and requests; Work as 2nd level support for system administration of Microsoft AD, Office 365 and other enterprise environments; Mentoring new joiners in the team and providing operational and functional training; Managing IT Asset inventory; Lead on process improvements and manage the team to implement Global/Local programs; Host weekly IT meeting for deskside team and presenting to Manager IT; Creation and modification of user information, DL, Security groups etc. in Microsoft AD environment; Receive and respond to incoming calls, e-mails, and/or work from ticketing system and ensure timely closure of pending requests, maintaining SLA; Monitoring of critical IT infrastructure and ensuring proper and timely escalation of system generated warning and alerts; Lead in developing long-term strategies and capacity planning for meeting future IT inventory asset needs; Write technical specifications, instructions, Knowledge base articles, and validation documents for end users and IT processes.
Seniority
Senior, hands-on IC with team management