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W. L. Gore & Associates · 1 week ago

IT Client Support Team Leader

Flagstaff, AZ

Full-time

Onsite

Senior Level

5+ years exp

W. L. Gore & Associates is seeking an experienced IT Client Support Team Leader to provide technical leadership and coaching to their IT Client Support Analysts. This role involves ensuring the team executes successful resolutions to incidents and requests while maintaining a professional and inclusive working environment.

Health CareManufacturingMedical Device

No H1B

Responsibilities

Work alongside the CSA teams in the role to aid timely resolution of incidents and requests

Identify CSA resources to assist initiatives and projects and negotiate commitments to ensure proper coverage and back-up support is identified

Aid the new hire and/or backfill replacement process for Client Support Analysts

Guide and inspire team members toward continuous improvements and professional development

Ensure policies and procedures are followed and required trainings are completed, including adherence to quality regulations for validated systems and clean rooms

Partner with the Digital Workplace Leader to clarify expectations, standards, and procedures for the support teams

Collaborate with ITSM Process Managers to determine incident root cause analysis and remediation

Deliver personable, effective, appropriate, professional, and timely communication

Establish clear expectations of equitable and inclusive behaviors from Associates and act immediately to appropriately address negatively impactful or unfair behavior

Qualification

PC hardwareSoftwareDesktopNetwork supportWindows Operating SystemsITILITSM processesMicrosoft 365Customer serviceInclusive work environmentCommunication skillsTeam leadership

Required

Bachelor's degree in a computer-related field plus minimum 5 years of experience installing and maintaining PC hardware and software in an office environment, OR Associate's degree in a computer-related field plus minimum 7 years of experience installing and maintaining PC hardware and software in an office environment, OR minimum of 10 years of experience installing and maintaining PC hardware and software in an office environment

Experience providing desktop and network support in an office environment

Demonstrated experience in creating and maintaining an inclusive work environment with clear understanding of equitable practices

Knowledge of Windows Operating Systems, Entra\Azure Active Directory, WiFi, IP Networks, iOS, Mac, Microsoft 365, including Outlook and Teams

Foundational knowledge of ITIL and practical experience with ITSM processes and tools (i.e., ServiceNow)

Strong initiative and self-motivation with willingness to grow and develop within the commitment, keeping up to date with current trends in the industry

Excellent verbal and written communication skills with the ability to work effectively with a wide variety of technical and non-technical associates in a team environment

Ability to provide quality customer service with the willingness to follow standards and procedures, including documentation of processes

Ability & willingness to respond to critical or emergency after-hours business needs

Ability to travel 20%

Preferred

Experience teaching, training, and leading people or projects

Experience implementing and improving policies/procedures and best practices

Extensive knowledge of Microsoft Windows operating systems and Microsoft 365 with industry-recognized certifications from CompTia, Microsoft, Cisco, HDI, or others