IT Support Lead (Information Technology)
SUMMARY:
Are you passionate about technology and ready to lead a dynamic IT team? We are seeking an experienced and motivated IT Support Lead to join our Corporate Headquarters in Modesto, CA. In this pivotal role, you will oversee day-to-day help desk operations, provide hands-on technical support, and mentor a team of skilled technicians. If you thrive in a fast-paced environment and are eager to drive process improvements while ensuring exceptional support for end-users, we invite you to bring your talents to our growing organization. Join us to make an impact, collaborate with dedicated professionals, and play a key role in shaping the future of IT services at Boyett Petroleum.
DUTIES AND RESPONSIBILITIES:
Help Desk Leadership: Oversee daily help desk team operations, including workload distribution, task prioritization, team coordination, work assignment, key metrics tracking, ticket queue monitoring, coverage planning, and serving as the primary escalation point for unresolved issues.
Technical Support: Deliver hands-on assistance to resolve hardware, software, connectivity, and access-related issues within Windows environments. This encompasses troubleshooting and resolving problems related to desktop computing, network access, printing, and remote support. Additionally, support system rollouts, workstation deployments, maintain asset tracking, system documentation, and configuration baselines.
Team Development & Process Improvement: Mentor junior technicians by providing coaching, feedback, and development plans. Develop and maintain standard operating procedures (SOPs), onboarding documentation, runbooks, and escalation pathways. Identify areas for process optimization, implement changes, and enhance service quality and efficiency. Foster a culture of continuous learning, collaboration, and accountability.
Vendor and Stakeholder Coordination: Collaborate with third-party vendors and managed service providers (MSPs) to escalate issues and track resolution progress. Coordinate service requests with business users and ensure proper communication throughout the support lifecycle. Offer input to the IT Director regarding vendor performance and potential improvements.
