Job Seekers, Please send resumes to resumes@hireitpeople.com

Job Responsibilities:

• Working from home, lead and manage a team of IT support specialists, application administrators, and support developers by providing guidance, support, and training as needed.
• Monitor and analyze the performance of the IT support team, ensuring that support requests are handled efficiently and effectively.
• Develop and implement IT policies, procedures, and best practices to ensure that our IT enterprise applications are supportable and maintainable.
• Ensure that customer SLAs are met on a daily, monthly basis
• Evaluate and recommend software solutions to improve the ability to support clients IT enterprise applications.
• Work with other teams and offices to ensure that the IT support team is providing the necessary support to meet the needs of client.
• Coordinate and/or troubleshoot technical issues and provide guidance to the IT support team in resolving complex technical problems.
• Interviews and hires qualified individuals to fill open roles within the department
• Generates daily, weekly, and monthly reports requested by both internal and external clients
• Develops and mentors employees to a high level of competency
• Handles issues of a highly technical nature, and challenging calls from clients
• Assist in the identification, development and documentation of required relevant policies
• Participates in the definition of key performance indicators (KPIs) to evaluate the efficiency and effectiveness of the function and process. Continually monitor KPI performance and identify opportunities for improvement
• Monitors staff performance and schedule adherence to improve efficiencies and/or identify training opportunities, and to ensure proper coverage
• Remains current on internal procedures and external client requirements.

Experience required: 5-8 Years