Job Summary
The IT End User Specialist 4 is responsible for overseeing the IT support operations within their designated region. This role involves managing a team of IT support technicians, providing white glove deskside service to company executives and VIPs, and coordinating the delivery of high-quality IT support services to end-users. End User Specialist 4 will be actively involved in central helpdesk functions, including ticket routing, escalation management, and shift coordination.
Job Duties
Supervisory Duties:
Lead and supervise a team of IT support technicians within the designated region.
Provide guidance, coaching, and mentorship to team members, ensuring their professional growth and development.
Conduct regular performance evaluations and provide feedback to team members.
Collaborate with IT management to develop training programs and performance improvement initiatives.
Will require up to 50% travel
User Support and Issue Resolution:
Act as an escalation point for regional IT support technicians, providing assistance with complex technical issues.
Ensure timely and effective resolution of IT support tickets, meeting service level agreements (SLAs) and user satisfaction targets.
Collaborate with local IT representatives to address on-site issues and ensure a smooth support experience for end-users.
Provide white-glove end user support for VIPs and executives.
Central Helpdesk Responsibilities:
Manage ticket routing and escalation processes for the central helpdesk, ensuring efficient allocation of tasks to regional technicians.
Handle ticket escalations from local technicians and coordinate with other IT teams to resolve complex issues.
Collaborate with other IT supervisors to optimize support processes and enhance user experience.
Contribute to the development of centralized IT support strategies and continuous improvement initiatives.
Training and Knowledge Sharing:
Develop and deliver training programs for regional IT support technicians, focusing on technical skills, customer service, and IT best practices.
Facilitate knowledge sharing sessions within the team, promoting a collaborative learning environment.
Technical Expertise:
Stay updated with the latest technology trends, tools, and best practices related to end-user support.
Provide technical guidance and training to team members, fostering continuous skill development.
Collaboration:
Collaborate with other IT teams, such as infrastructure, security, and application support, to address cross-functional technical challenges.
Communicate effectively with stakeholders to understand their requirements and provide appropriate IT solutions.
Documentation and Reporting:
Maintain accurate records of end-user issues, resolutions, and service request details.
Generate regular reports on team performance, identifying trends and areas for improvement.
Experience and Education
Perform work with a high degree of latitude
Handle the most complex issues
Possess expert knowledge of subject matter
Provide leadership, coaching and/or mentoring to a subordinate group
Proven experience in IT support roles, with a strong background in troubleshooting hardware, software, and network issues.
Demonstrated leadership skills with previous supervisory or team lead experience.
Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
Proficiency in ITIL best practices and helpdesk ticketing systems.
Familiarity with Intune, Autopilot, and other IT management tools.
Typically require a bachelor's degree and over 6 years of experience
Competencies/ Skills
Advanced verbal and written communication skills
Computer skills
Project scheduling skills
Planning skills
Leadership: Demonstrated ability to lead, mentor, and guide a team of IT professionals.
Problem-Solving: Strong analytical skills and the ability to diagnose and resolve technical issues efficiently.
Customer-Focused: Commitment to providing exceptional service and ensuring high levels of end-user satisfaction.
Adaptability: Ability to work in a fast-paced environment, handle changing priorities, and adapt to evolving technologies.
Other details
Job Family IT
Pay Type Salary
Travel Required Yes
Travel % 50
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
Please see job description for required skills.
