Cellular Sales

IT Operations Support Team Lead

Location : City Knoxville
Location : State/Province (Full Name) Tennessee
Zip
37923
ID
2020-3874
Category
Information Technology

Cellular Sales

IT Operations Support Team Lead

 

Classification
Exempt

 

Reports to
IT Operations Support Manager

 

JOB DESCRIPTION

 

Summary/Objective
The Operations Support Team Lead oversees the tasks and production of Operations Support personnel. This position partners with other Operations Support teams to provide support and guidance for efficient and effective resolution of support tickets.

 

Essential Functions

  1. Support and participate in project rollouts.
  2. Resolve escalated customer issues.
  3. Proactively monitor work performed by the team to identify potential issues and opportunities to improve Support performance.
  4. Monitors technology trends and activity, staying current with networking system outages and lag time, proactively providing status reports as urgency dictates or upon managerial requests.
  5. Oversee the provisioning of all hardware and software for new support team members.

Competencies

  1. Customer Focus: Knowing the (internal and external) customer business needs and acting accordingly; anticipating customer needs, and giving high priority to customer satisfaction and customer service.
  2. Leadership: Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
  3. Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
  4. Adaptability: Maintaining effectiveness in reaching set goals by adapting to changed circumstances, tasks, responsibilities, and people.
  5. Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.
  6. Oral Communication: Shaping and expressing ideas and information in an effective manner.

Supervisory Responsibility
This position has supervisory responsibilities.

 

Work Environment                                                                                                                                            

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

 

Physical Demands
This is largely a sedentary role; however, some standing is required. A large portion of time is spent with computer work that requires repetitious eye/hand movement.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

 

Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. with the expectation to work extra hours as situations arise as well as on call rotation.

 

Travel
0-10%

 

Required Education and Experience

  1. High School diploma or equivalent experience

Preferred Education and Experience

  1. Two or four year degree
  2. Industry certifications a plus
  3. Understanding of ITIL

Additional Eligibility Qualifications (Knowledge, Skills, Abilities)                                    

  1. Ability to deal with stress and changing priorities
  2. Excellent organizational skills with the ability to work calmly under pressure, multi-task, and prioritize
  3. Excellent interpersonal skills with the ability to work both independently and as part of a team
  4. Ability to lead and motive a highly productive team in a pressurized environment

AAP/EEO Statement
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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