Senior IT Operations Support - Remote

Overview

The Senior IT Operations Support role, fondly referred to as "Chaplain," is a key role within the IT Service Desk team. This individual is tasked with managing and coordinating the IT Service Desk ticket queue, ensuring effective prioritization and resolution of support requests. As a second-level support expert, the Chaplain will provide advanced troubleshooting, assist first-level agents, and contribute to continuous improvement initiatives within IT operations.

In Short

• Assist the IT Team Lead in promoting a knowledge-focused strategy.
• Manage and adjust the assignment and priority of Level 1 support tickets.
• Monitor and manage the IT Service Desk ticket queue.
• Serve as the escalation point for complicated issues.
• Develop and implement strategies to enhance ticket management efficiency.
• Collaborate with stakeholders to align IT services with organizational goals.
• Support the IT Team Lead in tracking and reporting key performance metrics.
• Assist first-level support agents by offering guidance and mentorship.

Requirements

• Bachelor’s degree in Information Technology or related field preferred.
• 4+ years of experience in IT support, with at least 1 year in a supervisory role.
• Proficiency in IT ticketing systems and tools.
• Strong troubleshooting skills.
• Familiarity with ITIL principles is advantageous.
• Exceptional organizational and prioritization capabilities.
• Strong interpersonal and communication skills.
• Ability to multitask effectively under pressure.

Benefits

• Competitive compensation.
• Flexible work environment.
• 15 days of paid time off and 12 paid sick days.
• Generous work-from-home stipend.
• Maternity and paternity leave at full pay for 12 weeks.
• Standard health benefits with various plans.