Job Title

Job Responsibilities:- Monitor and manage the phone and ticket queues to ensure timely response and resolution - Prioritize and assign tickets to appropriate team members based on urgency and expertise - Identify and engage Subject Matter Experts to assist with complex issues - Provides additional technical support to team members and will sometimes be a escalation resource - Facilitate communication between SMEs and team members to ensure efficient problem-solving - Lead incident management efforts, ensuring timely identification, communication, and resolution of incidents - Communicate incident management status and updates to stakeholders in a clear and timely manner. - Provide guidance and support to team members during shifts - Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors - Maintain accurate record of incidents, resolutions, and other relevant data - Prepare reports on team performance and service metrics - Coordinates with other leaders between shifts, ensuring smooth transitions between off-hours and business hours - Provides exceptional client service and develops deliverables and/or solutions to issues - Reviews and participates in project plans for the improvement of service delivery - Facilitates the project plan making updates as directed by the management team - Manages tasks closely to make sure they are being completed and in a timely manner - Documents information from internal project meetings - Escalates any issues to senior management, as needed - Provides regular status updates on the implementation - Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors - Other duties as requiredEducation:- Bachelor’s degree with a focus in Technology, preferredExperience:- Four (4) or more years of professional experience in Service Delivery, IT or Professional IT Solution Services, required - Four (4) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, etc.), required - Two (2) or more years of experience leading teams within the network operations center, service desk or help desk environment, required - Must have experience with triage problems, design and identify solutions and the ability to appropriately escalated issues in fast-paced environment, required - Strong understanding of IT Service management principles and practices, required - Excellent communication and interpersonal skills, required - Ability to work effectively under pressure and manage multiple priorities, required - Experience with ticketing systems and incident management tools, required - Relevant certifications (e.g. ITIL, CompTIA Network+, and Azure 104) are a plus - Client facing consulting experience, preferred