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Job Title: Network and Telecommunications Support Team LeadLocation:Great West Center, Billings, MT and Sioux Falls, SD Downtown branchNote:If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.What's Important to You We understand that your career is just one aspect of a meaningful life. Our compensation and benefits package is designed to offer flexibility and support for you and your family, including:Generous Paid Time Off (PTO) and paid federal holidaysChild Care Assistance Program for eligible dependentsExercise reimbursement programCommunity engagement initiativesWe encourage you to apply and tell us why your work ethic and willingness to learn make you a great fit for#TeamFirstInterstate .Summary Lead the first line of technical support for network and telecommunication issues, working closely with the Senior Network Manager to ensure efficient and reliable connectivity.Essential Duties and ResponsibilitiesTeam Coordination:Lead and guide Tier 1 Network/Telecom Administrators in technical tasks, training, and proficiency development.Manage shift scheduling, on-call coverage, and workload distribution.Technical Support and Troubleshooting:Manage incoming support tickets and escalated issues.Maintain knowledge base of common issues and solutions.System Monitoring:Monitor network and telecommunication system performance and reliability.Respond to alerts within SLA parameters.Collaborate with higher support tiers for complex issues.Incident Management:Oversee dashboards and reporting through ITSM system.Ensure timely incident resolution and analyze trends to prevent recurrence.Coordinate with other departments for incident resolution.Customer Service:Maintain high customer satisfaction levels.Communicate effectively with end users to resolve issues.Documentation and Reporting:Keep accurate records of incidents and resolutions.Generate performance reports and document infrastructure changes.Low Voltage Standards:Practical experience with low voltage, MDF, and IDF concepts.QualificationsStrong technical knowledge, problem-solving skills, and leadership ability.Experience in installing and maintaining network and telecommunications hardware and systems.Leadership skills to motivate and manage a team, with strong organizational and conflict resolution skills.Excellent communication skills, both verbal and written.Analytical thinking and proactive troubleshooting skills.Education and ExperienceBachelor's Degree in Computer Science, IT, or related field.4-6 years of relevant experience in network and telecommunication support roles.Physical Demands and Work Environment Typical physical requirements include manual dexterity, sitting, and occasional standing, within a moderate noise environment. Work hours are Monday to Friday, 8-5, with an expectation of regular attendance. Reasonable accommodations are available for qualified individuals with disabilities.#J-18808-Ljbffr