The technical lead is the resident technical expert for all client support technicians. Their role is to provide technical insight, mentorship, training, and innovation using automation, scripting, and analytic tools. This role collaborates with various teams to provide triage and recommendations for hardware/software and asset management needs. These individuals will often lead or partner in project and compliance needs for the Enterprise. This is the highest technical position available without management responsibilities.
This position will be onsite in League City, TX.
What You'll Do: - Demonstrates the ability to escalate complex issues in lieu of involving management, escalating when appropriate.
- Obtains the ability to closely monitors the ticket queue for escalated and impending overdue tickets. Strive to ensure that SLAs are met.
- Guides and mentors technicians on process and monitors consistency.
Additional Responsibilities: - Obtains the ability to anticipate and monitor trends affecting the department and actively plan and implement improvements to provide quality consistent service to customers.
- Demonstrates the ability to work closely with Tier III support to maintain user policies and permissions and ensure proper rights for users on the network.
What You'll Need: - Bachelor's degree.
- Eight to 10 years of experience.
- Experience mentoring and/or indirectly leading.
- Eight years or more of work in an IT desktop or Service Management related field.
- Demonstrated ability to develop and implement packaged installations.
- Proven understanding of Virtual Desktop Infrastructure; remote desktop protocol, and support tools and network analytic tools for automation and innovation of current processes.
Preferred Experience: - Eight years of work in an IT desktop or Service management related field with an emphasis on enhanced customer service and support.
Additional Information Job titles may span multiple career levels. Base pay is determined by a variety of factors, including training, transferable skills, relevant experience, business needs, and market conditions. Compensation is subject to change and may be modified in the future.
This job posting outlines the general nature and level of work for this role and is not intended to be a comprehensive list of duties, responsibilities, or qualifications. We are committed to building a diverse and inclusive workplace, and we encourage candidates to apply even if their experience does not perfectly align with every qualification- you may be a strong fit for this role or other opportunities at American National.
American National offers a comprehensive benefits package supporting employees' health, financial security, and well?being, including multiple medical plan options, dental and vision coverage, basic life insurance, and health savings accounts. Employees are automatically enrolled in a company?funded 401(k) plan, receive paid time off and holidays, and work in an inclusive, people?first culture that values flexibility, work?life balance, professional growth, and a casual dress environment.
American National is a financially strong and stable insurance organization with a legacy of trust and impact dating back to 1905. We're committed to supporting our employees as they build meaningful careers while helping protect what matters most to our customers and communities. Guided by our core values- Financial Strength, Integrity, Respect, Service, and Teamwork (FIRST)- we foster a collaborative, people?centered workplace where individuals are encouraged to grow, contribute, and make a difference today and for the future. Learn more about our company, by following us on social media: LinkedIn , Facebook , Instagram .
Hiring Practices American National's recruitment policies help us place individuals in a timely and efficient manner, and only the most qualified candidates will be contacted by our recruiting team. Candidates may check the status of their application by logging into their account.
While candidates may choose to use artificial intelligence (AI) tools for personal interview preparation, the use of AI or automated tools is not permitted during any live or recorded interview, assessment, or at any stage of the application process where original candidate responses are required. Candidates are expected to represent their own qualifications, skills, and experiences throughout the hiring process. American National does not accept unsolicited resumes or candidate submissions from third?party recruitment agencies without a valid, signed agreement in place, and no fees will be paid for unauthorized submissions. Additionally, American National's ability to sponsor employment?based immigration authorization is limited and available only for certain positions based on business needs and role requirements.
American National is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any other legally protected categories. American National is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.
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