Mingledorff's Inc
End User Support Technical Lead
Mingledorff's Inc, Peachtree Corners, Georgia, United States,
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
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 hrteam@mingledorffs.com for assistance with an accommodation.
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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
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 hrteam@mingledorffs.com for assistance with an accommodation.
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