IT Operations Support
About the position The IT Operations Support role is a key role within the IT Service Desk team. This individual is tasked with managing and coordinating the IT Service Desk ticket queue, ensuring effective prioritization and resolution of support requests. Provide advanced troubleshooting, assist agents, and contribute to continuous improvement initiatives within IT operations. Join us as a Senior IT Operations Support, and this is some of what you'll be doing: Knowledge Management Support: Assist the IT Team Lead in promoting a knowledge-focused strategy where teams regularly create, update, and evaluate articles to empower users to independently resolve issues. Monitor and assess the utilization and effectiveness of the knowledge base (KB) in facilitating ticket resolution and reducing incoming service desk requests. Ticket Assignment & Priority Management: Be empowered to manage and adjust the assignment and priority of Level 1 support tickets within their shift queues as needed. Queue Oversight & Ticket Management: Monitor and manage the IT Service Desk ticket queue to ensure seamless operation. Prioritize tickets daily based on urgency and business impact. Ensure tickets are assigned and addressed within defined SLAs. Second-Level Support: Serve as the escalation point for complicated or unresolved issues from first-level support. Provide guidance, insight, and expertise in troubleshooting and resolving complex IT problems. Process Improvement & Efficiency: Develop and implement strategies to enhance ticket management and resolution efficiency. Identify recurring issues and propose proactive solutions to reduce incidents. Promote best practices and standard operating procedures within the IT Service Desk team. User & Business Alignment: Collaborate with stakeholders to ensure IT services align with organizational goals and expectations. Set and manage user expectations effectively, ensuring transparency and trust. Performance Monitoring & Reporting: Support the IT Team Lead in tracking and reporting key performance metrics, including SLA adherence and ticket resolution times. Provide actionable feedback to the IT Operations Team Lead and suggest areas for improvement. Team Support & Development: Assist first-level support agents by offering guidance, mentorship, and training opportunities. Act as a resource for knowledge-sharing and skill development within the team. Responsibilities • Assist the IT Team Lead in promoting a knowledge-focused strategy. • Monitor and assess the utilization and effectiveness of the knowledge base. • Manage and adjust the assignment and priority of Level 1 support tickets. • Monitor and manage the IT Service Desk ticket queue. • Prioritize tickets daily based on urgency and business impact. • Serve as the escalation point for complicated or unresolved issues. • Provide guidance, insight, and expertise in troubleshooting complex IT problems. • Develop and implement strategies to enhance ticket management efficiency. • Identify recurring issues and propose proactive solutions. • Collaborate with stakeholders to ensure IT services align with organizational goals. • Support the IT Team Lead in tracking and reporting key performance metrics. • Assist first-level support agents by offering guidance and mentorship. Requirements • Bachelor's degree in Information Technology, Computer Science, or related field preferred. • 4+ years of experience in IT support or a related role. • At least 1 year in a supervisory or queue management capacity. • Proficiency in IT ticketing systems and tools including Atlassian (Jira, Confluence, and Jira Service Desk), Slack, Microsoft 365, Entra, and Azure. • Strong troubleshooting skills with the ability to resolve diverse IT issues. • Familiarity with ITIL principles and best practices is advantageous. • Exceptional organizational and prioritization capabilities. • Strong interpersonal and communication skills. • Ability to multitask effectively under pressure. • A proactive approach focused on continuous improvement. Benefits • Competitive compensation. • The choice to work wherever and however you are most productive. • 15 days of paid time off, 12 paid sick days, and 13 company holidays. • Up to 2 paid volunteer and charity days a year. • $500 work-from-home stipend. • Maternity and paternity leave that covers 12 weeks at full pay. • Standard health benefits with various plans to choose from. Apply tot his job