The Technical Team Lead will be responsible for taking a technical leadership role on the Service Desk Team. The Service Desk team is responsible for problem resolution on all incoming requests for technical assistance on all deployed technology systems from all employees of Interactive Intelligence Group.
In addition to providing technical leadership and mentoring for the Service Desk Staff, the Technical Team Lead will direct workflow for their team, assign tasks where required, monitor incidents for service level attainment and be a point of contact for incident escalation.
Many of our systems and support functions fall under one of the various compliance directives we must follow such as Sarbanes Oxley, ISO9001:2008, ISO27001, etc. The candidate will be required to meticulously follow our documented procedures in rendering support and administering these systems.
Provide technical assistance to the Service Desk team members to facilitate real-time resolution of reported problems and to accelerate technical skills development on the team.
Provide task based supervision for team members to ensure the attainment of team service level commitments.
Strive to develop increasing breadth and depth of technical expertise on the team with a goal of resolving 100% of reported problems within prescribed service levels.
Analyze systems issues and escalate to various internal subject matter experts as required for resolution or as required by separation of duties.
Communicate issue status to users and management.
Provide training for the team as required on new systems and upgrades of existing systems.
Recommend system improvements based on user feedback and support issues.
Seek to continuously improve basic methods and practices of the Operations Support team.
Develops, implements and communicate troubleshooting procedures, i.e. Knowledgebase Development
Bachelor’s degree in Information Systems or relevant discipline.
Minimum 5 years of professional business experience with demonstrated information systems technical acumen.
Broad and diverse Microsoft based technical systems experience in corporate IT environment.
Basic understanding of SQL based database systems and their use.
Experience with installation, maintenance and troubleshooting of Windows Server 2003/2008, particularly AD, DNS, DHCP. – MSCE certification is a plus
Good balance of technical competence and people skills
Eager to learn and teach new technologies and concepts to team members
Solid problem solving skills with an acute attention to detail
Self-motivated to bring issues to closure
Willingness to provide excellent customer service
Must be a team player
Communicates regularly with peers and management
Uses computer frequently
Communicates with customers/partners, discerns key issues and recommends solutions
Compiles support information from multiple sources and writes documentation
Infrequent travel to other Interactive Intelligence locations for business meetings and support functions.
Installs/removes computer equipment in labs/offices
Lifts up to 50lbs.
Interactive Intelligence Inc. - 18 months ago
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of contact center, unified communications, and business process...