Sr. IT Support Specialist

Type: Full Time, Direct Hire

Location: Cedar Rapids, IA

Schedule: Onsite 5 days per week

Travel: Light travel to Colorado & Phoenix

Salary: $70k - $80k (depending on experience)

As the Sr. IT Support Specialist, you will be instrumental in overseeing and optimizing the operations of our IT Service Desk team. This role requires a blend of strong leadership skills, technical expertise in endpoint engineering, and a deep understanding of tier II/III support processes. You will lead a team dedicated to delivering exceptional technical support and customer service while ensuring maximum efficiency and user satisfaction. Collaborating with Managed Service Providers (MSPs), you will manage escalations and drive solutions to complex technical issues, contributing significantly to our organization's success.

Key Responsibilities:

• Team Leadership: Lead, mentor, and develop a high-performing IT support team, ensuring alignment with tier II/III support processes and fostering a culture of collaboration and accountability.


• Operations Management: Oversee day-to-day operations of the IT Service Desk, including tier II/III support activities, to ensure timely resolution of technical issues and outstanding customer service delivery.


• Process Optimization: Identify opportunities for streamlining tier II/III support processes, driving efficiency gains, and enhancing user satisfaction.


• IT Service Management (ITSM): Spearhead initiatives to implement ITSM best practices for tier II/III support, including incident, problem, change, and knowledge management processes.


• Endpoint Engineering: Utilize advanced technical expertise in endpoint engineering to provide guidance and support for tier II/III technical escalations.


• Escalation Management: Manage escalations from tier I support to tier II/III, collaborating with internal teams and MSPs to ensure timely resolution and effective communication with stakeholders.


• Vendor Management: Work closely with MSPs to escalate and drive solutions for complex technical issues, ensuring adherence to service level agreements (SLAs) and maintaining productive vendor relationships.


• Strategic Alignment: Collaborate with IT leadership to align tier II/III support services with business objectives, contributing to the development and execution of IT strategies.


• Performance Monitoring and Reporting: Establish performance metrics and KPIs for tier II/III support activities, regularly monitoring performance and providing actionable insights through detailed reporting.


• Continuous Improvement: Drive a culture of continuous improvement within the tier II/III support team, fostering innovation and proactively identifying areas for enhancement.


• Training and Development: Coordinate advanced training programs and knowledge sharing sessions to enhance the skills and capabilities of the tier II/III support team.

Qualifications:

• Proven experience in a lead role within an IT service desk environment, with expertise in tier II/III support.


• In-depth knowledge of IT Service Management (ITSM) frameworks such as ITIL.


• Strong technical expertise in endpoint engineering and troubleshooting, with experience in leading technical escalations.


• Experience working with Managed Service Providers (MSPs) to escalate and drive solutions for complex technical issues.


• Excellent leadership, communication, and interpersonal skills.


• Ability to thrive in a fast-paced environment and effectively manage priorities.


• ITIL certification (preferred).

Benefits
We're proud to offer a competitive salary, comprehensive benefits, and great perks to support our team's well-being and success.

• Health Insurance - Up to 80% of the employee portion covered


• Health Savings Account (HSA) - Optional enrollment


• Paid Time Off (PTO)


• 401(k) Plan - Company match up to 4%


• Dental, Vision, and Life Insurance - Employee paid options


• Additional Perks - Employee Assistance Program (EAP), Telemedicine, and 24/7 Nurseline access

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.