Support Team Lead - Hybrid

Alliance InfoSystems, LLC, a Managed Service Provider (MSP), headquartered in Hunt Valley, MD has an opportunity for an experienced Support Team for its corporate office. The successful candidate will have a passion for IT, a desire for continuous improvement and learning as well as interest in progressing in their career. 

What will the Support Technician do (summary)?

• Lead and mentor a team of IT professionals within your designated team, fostering a collaborative and results-driven work environment.
• Oversee and maintain daily operations within the team.
• Manage and maintain the team service board, ensuring all issues are addressed and triaged in a timely manner. 
• Self-dispatch service tickets efficiently, prioritizing based on urgency and impact.
• Manage service tickets throughout their life-cycle, ensuring timely resolution and customer satisfaction.
• Responsible for assigning service tickets to team technicians and scheduling client visits as needed. Continuously monitor the performance of your team, track key performance indicators (KPls), and implement improvement strategies as needed.
• Act as the primary point of contact for team members for direction and decisions.
• Responsible for reviewing and approving any advanced escalations before they leave the team. Hold regular meetings with team members, listen to feedback, concerns, and suggestions and generate solutions and/or work with management to provide solutions.
• Act as the first escalation point within the team and work with team members to coach, mentor, and review countermeasures for future preventions of escalations.
• Act as the primary point of contact for clients within your team, building strong client relationships, understanding their needs, and ensuring the delivery of outstanding IT services. 
• Provide advanced-level technical support to clients, including troubleshooting hardware, software, and network issues. Address and resolve complex IT problems efficiently. Occasionally, provide on-site technical support and assistance to clients when remote solutions are insufficient. On-site technical assistance, may include but not limited to, clients’ residence, should the client be considered remote. 
• Ensure that all client configurations, processes, and procedures are well-documented and accessible to team members. Meets regularly with management to discuss feedback, concerns, suggestions.

Successful candidate will have the following:

• High School Diploma/GED required.

• A+, Network+, & Security+ Certification preferred.

• 3 years of IT or related experience.

•  Advanced understanding of operating systems, business applications printing systems, and network systems. Examples include but are not limited to: Windows Server and 10, Microsoft 365, Active Directory, and Azure AD.

•  Ability to communicate effectively with users at all skill levels and utilize methods: such as telephony, email, active listening, and customer-care.

• Diagnosis skills of technical issues.

• Ability to multi-task and adapt to changes quickly.

• Ability to work effectively in a team.

• Proficient understanding of the documentation process.

• Proficient technical awareness: ability to match resources to technical issues appropriately.

• Proficient service awareness of all organization's key services for which support is being provided.

• Proficient understanding of support tools, techniques, and how technology is used to provide services.

• Typing skills to ensure quick and accurate entry of service request details.

• Self-motivated with the ability to work in a fast-moving environment.

• Valid driver's license and reliable transportation.

What we offer:

• Competitive wages – salary range information below:
  • Range = $31 to $47 per hour
  • Other compensation: Overtime eligibility for hourly positions
• Hybrid remote work environment
• Benefits Offered:
  • Generous PTO that increases with tenure (initial amount 3 weeks -prorated first       year)
  • Floating Holiday (1 day)
  • Holiday Pay (7 days)
  • Volunteer Paid Time Off (3 days)
  • 401K with annual 3% safe harbor match
  • Health, dental, vision, pet insurance options
  • Flexible Spending Accounts
  • Pet Insurance
  • Tuition Reimbursement
  • Incentive Bonus Certification Award Program
  • Parental Leave in accordance with Maryland Parental Leave Act
  • Sick and Safe Leave in accordance with Maryland Sick & Safe Leave Act
• Team oriented environment