IT Support Lead

• Participates as a member of an IT technical team or teams
• May lead a small team of support engineers or application
• Independently implements end- user or enterprise infrastructure/application or services of moderate complexity as prepared by more senior technologist in support of more complex solutions
• Applies technical knowledge to operate and administer infrastructure or software platforms and user groups of moderate to high complexity
• Independently resolves some highly complex technical issues within a given technical area
• Partners with members of a given team or other IT teams as appropriate
• May act as an Incident Life Cycle coordinator or service delivery lead to provide resolution for complex issues
• Identifies potential escalations and proactively alerts management, leads escalation through L4
• Proactively searches for issues and provides solutions to prevent problems from occurring in area of responsibility including patch management
• Independently reviews, implements and verifies highly complex and high risk changes and solutions
• Mentors other team members
• Ensures configuration management database entries are complete and accurate

• Bachelor's degree in Management Information Systems/Computer Science or equivalent experience and a minimum of 6 years related experience or a Master's degree and a minimum of 4 years of experience
• Good verbal and written communication skills
• Strong experience with infrastructure environments (e.g. operating system, hardware, data center, security, network, voice, end user and server/web related applications)
• Strong experience with business IT applications (e.g. supply chain, customer relationship mgmt, HR, finance)
• Experience in scripting and/or programming language
• Experience with implementation, problem analysis and solutioning of infrastructure and business application environments
• Foundational knowledge and experience with Information Technology Infrastructure Library (ITIL) reference model
• Exhibits a high level of initiative and integrity
• Possess creative ability, consulting skills, leadership qualities, credibility and self confidence
• Demonstrated ability to work with geographically dispersed teams
• Ability to translate business needs into technical requirements and solutions

Accountability, Action Planning, Active Learning, Active Listening, Agile Methodology, Bias, Business, Coaching, Creativity, Critical Thinking, Cybersecurity, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Development Methodologies, Empathy, Follow-Through, Growth Mindset, Implementation Methodologies, Infrastructure Design, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion