Job Summary

The IT End User Specialist 4 is responsible for overseeing the IT support operations within their designated region. This role involves managing a team of IT support technicians, providing white glove deskside service to company executives and VIPs, and coordinating the delivery of high-quality IT support services to end-users. End User Specialist 4 will be actively involved in central helpdesk functions, including ticket routing, escalation management, and shift coordination.

Job Duties

Supervisory Duties:

• Lead and supervise a team of IT support technicians within the designated region.
• Provide guidance, coaching, and mentorship to team members, ensuring their professional growth and development.
• Conduct regular performance evaluations and provide feedback to team members.
• Collaborate with IT management to develop training programs and performance improvement initiatives.

User Support and Issue Resolution:

• Act as an escalation point for regional IT support technicians, providing assistance with complex technical issues.
• Ensure timely and effective resolution of IT support tickets, meeting service level agreements (SLAs) and user satisfaction targets.
• Collaborate with local IT representatives to address on-site issues and ensure a smooth support experience for end-users.
• Provide white-glove end user support for VIPs and executives.

Central Helpdesk Responsibilities:

• Manage ticket routing and escalation processes for the central helpdesk, ensuring efficient allocation of tasks to regional technicians.
• Handle ticket escalations from local technicians and coordinate with other IT teams to resolve complex issues.
• Collaborate with other IT supervisors to optimize support processes and enhance user experience.
• Contribute to the development of centralized IT support strategies and continuous improvement initiatives.

Training and Knowledge Sharing:

• Develop and deliver training programs for regional IT support technicians, focusing on technical skills, customer service, and IT best practices.
• Facilitate knowledge sharing sessions within the team, promoting a collaborative learning environment.

Technical Expertise:

• Stay updated with the latest technology trends, tools, and best practices related to end-user support.
• Provide technical guidance and training to team members, fostering continuous skill development.

Collaboration:

• Collaborate with other IT teams, such as infrastructure, security, and application support, to address cross-functional technical challenges.
• Communicate effectively with stakeholders to understand their requirements and provide appropriate IT solutions.

Documentation and Reporting:

• Maintain accurate records of end-user issues, resolutions, and service request details.
• Generate regular reports on team performance, identifying trends and areas for improvement.

Experience and Education

• Perform work with a high degree of latitude
• Handle the most complex issues
• Possess expert knowledge of subject matter
• Provide leadership, coaching and/or mentoring to a subordinate group
• Proven experience in IT support roles, with a strong background in troubleshooting hardware, software, and network issues.
• Demonstrated leadership skills with previous supervisory or team lead experience.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
• Proficiency in ITIL best practices and helpdesk ticketing systems.
• Familiarity with Intune, Autopilot, and other IT management tools.
• Typically require a bachelor's degree and over 6 years of experience

Competencies/ Skills

• Advanced verbal and written communication skills
• Computer skills
• Project scheduling skills
• Planning skills
• Leadership: Demonstrated ability to lead, mentor, and guide a team of IT professionals.
• Problem-Solving: Strong analytical skills and the ability to diagnose and resolve technical issues efficiently.
• Customer-Focused: Commitment to providing exceptional service and ensuring high levels of end-user satisfaction.
• Adaptability: Ability to work in a fast-paced environment, handle changing priorities, and adapt to evolving technologies.