End User Support Technical Lead

Job Purpose:

The purpose of the End User Support Technical Lead is to enhance the technical capabilities of our support team and improve overall service delivery. This position emphasizes technical leadership, documentation, and process improvement rather than direct customer interaction.

Job Duties and Responsibilities:

• Develop and maintain comprehensive documentation for both end-users and IT staff
• Create and update knowledge base articles to improve the efficiency and effectiveness of the Service Desk
• Design, track, and report on key performance indicators (KPIs) related to Service Desk operations
• Analyze performance data to identify trends and areas for improvement
• Serve as the primary technical escalation point for complex issues that cannot be resolved by the Service Desk team
• Act as the liaison between the Service Desk and the Data Center team to ensure smooth coordination and issue resolution
• Lead the implementation of new technologies and tools within the Service Desk environment.
• Develop and manage automation processes, including setting up rules and configurations (e.g., JSM automation)
• Oversee software distribution, PC imaging, and related tasks using tools like Tanium
• Assist in the design and deployment of EUC security solutions such as device encryption and mobile device management (e.g., BitLocker, Intune)
• Write and maintain PowerShell scripts for PC and user account management
• Continuously evaluate and enhance Service Desk processes to improve efficiency and effectiveness
• Work cooperatively with others
• Comply with all company policies and procedures
• Maintain regular, punctual and reliable physical attendance and availability

While performing the duties of this job, the employee is required to stand; walk; sit; lay on the floor; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must lift and/or move up to 60 pounds. The employee may work in environments as cold as 20 degrees or as hot as 105 degrees. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. 

All the tasks described in these Job Duties and Responsibilities are the essential functions of this job. If requested, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of their job, absent undue hardship or direct threat.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• Minimum of 5 years of experience in IT support or a similar role, with at least 2 years in a senior or lead position
• Strong technical troubleshooting and problem-solving skills
• Excellent documentation and process development capabilities
• Proven ability to create and manage KPIs and performance reports
• Ability to work collaboratively with cross-functional teams
• Strong organizational and time-management skills
• Effective communication skills, both written and verbal
• Ability to work independently and manage multiple priorities
• Understanding of TCP/IP, DNS, DHCP, and basic firewall configurations
• Ability to troubleshoot network connectivity issues
• Experience with Active Directory (AD) for user and group management
• Knowledge of Exchange and Office 365 for email and collaboration services
• Familiarity with Exchange Online and Office 365 administration and troubleshooting
• Proficiency with software distribution and endpoint management tools such as SCCM, Tanium, or similar
• Experience with PC imaging and deployment
• Knowledge of security tools and practices related to device encryption (e.g., BitLocker) and mobile device management (e.g., Intune)
• Understanding of IT security policies and best practices
• Strong PowerShell scripting skills for task automation and management
• Ability to develop and deploy automation solutions to streamline IT operations
• Familiarity with IT service management platforms (e.g., JSM) and their automation capabilities
• Experience with ticketing systems and incident management
• Possess a valid driver’s license
• Possess a satisfactory driving record as determined by company driver policies

Travel Requirement:

• 25% travel to branches and other operating companies requiring some overnight stay, travel to industry related conferences and training requiring some extended stay

Other:

This job description is not an exhausted list of all functions that employee may be required to perform, and employee may be required to perform additional functions.  Mingledorff’s and its subsidiaries (“Company”)  reserves the right to revise the job description at any time.  Employment is at-will.  

The Company promotes a drug-free, alcohol-free workplace.   Applicants being considered for hire must pass a drug test before beginning work. Refusal to submit to testing will result in disqualification of further employment consideration.

Attention Applicants:

The Company is an equal opportunity affirmative action employer.   All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact