Technical Support Lead

Strategic Financial Solutions - New York, NY (30+ days ago)3.8


Overview
Are you looking to shift your Information Technology career into high gear at a rapidly growing, dynamic, financial services firm? Strategic Financial Solutions is looking for a motivated and dedicated individual to support our technology team.

This individual will report to IT management and will support a team of 5 or more Level 1 support personnel while coordinating and analyzing the IT service desk. In addition to an internal team, this role will work with a series of service provider partners to deploy and manage technology servicing to 600+ associates across 3 office locations. If you’re an individual excited by the prospect of the challenges and responsibilities that come with a rapidly growing company, then we would like to meet with you.

About the company: Strategic Financial Solutions is a leading financial services company that provides comprehensive debt relief solutions for people in difficult financial situations. Strategic Financial Solutions has successfully resolved more than $750 million in debt for over 100,000 clients. The company was recognized as an Inc. 500 company in 2016 as one of the fastest growing private companies in the United States. Strategic has grown by almost 400% since 2012.

Responsibilities
Prioritize, schedule, and assign service requests to Level 1 technicians.
Provide first level escalation to the Level 1 team for incidents or service requests that require advanced troubleshooting or understanding of the technical environment.
Analyze and identify opportunities to eliminate or streamline common incidents and service requests through process improvement, task automation, and employee self-service.
Creates a positive customer support experience and builds strong relationships through communication, problem understanding, and timely resolutions.
Mentor and coach the productivity and performance of the Level 1 team to agreed Service Levels.
Organize/lead one-time or recurring projects within the scope of responsibilities of the Level 1 team (e.g. office upgrades, employee moves)
Escalate/assign incidents and service requests to the development and support teams as required. Monitor and influence the Level 2 / Level 3 team performance of escalated incidents and service requests to achieve end to end Service Levels.
Document and maintain the Level 1 team’s standard operating procedures to ensure consistent, efficient, and accurate closing of common incidents and service requests.
Effective stakeholder communication on general performance of the Level 1 team as well as escalated incidents and service requests.
Document and maintain the Level 1 team’s training curriculum to ensure efficient onboarding of new resources as well as foster a “learning” culture for the existing team.
Qualifications
Highly self-motivated with a sharp attention to detail.
Excellent interpersonal skills including team building, oral, and written communication.
Demonstrated analytical and problem-solving skills.
Experience in relevant technologies;
Common desktop operating systems (Microsoft Windows, Macintosh OS)
Active Directory (including managing and deploying Group Policies)
Cloud based call center / VOIP telephony systems (8x8 preferred)
Office 365 (User, Groups, Mailbox and policy management)
IT Service Board (ConnectWise Service Board preferred)
Ability to work with external teams and stakeholders (company, partners, etc.) to achieve broader department goals.
Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills.