End User Support Technical Lead

Mingledorff's - Peachtree Corners, GA

Full-time - Mid Level

Peachtree Corners, GA

Merchant Wholesalers, Durable Goods

About the position

The End User Support Technical Lead is responsible for enhancing the technical capabilities of the support team and improving overall service delivery. This role focuses on technical leadership, documentation, and process improvement rather than direct customer interaction, ensuring that the Service Desk operates efficiently and effectively.

Responsibilities

• Develop and maintain comprehensive documentation for both end-users and IT staff
• Create and update knowledge base articles to improve the efficiency and effectiveness of the Service Desk
• Design, track, and report on key performance indicators (KPIs) related to Service Desk operations
• Analyze performance data to identify trends and areas for improvement
• Serve as the primary technical escalation point for complex issues that cannot be resolved by the Service Desk team
• Act as the liaison between the Service Desk and the Data Center team to ensure smooth coordination and issue resolution
• Lead the implementation of new technologies and tools within the Service Desk environment
• Develop and manage automation processes, including setting up rules and configurations (e.g., JSM automation)
• Oversee software distribution, PC imaging, and related tasks using tools like Tanium
• Assist in the design and deployment of EUC security solutions such as device encryption and mobile device management (e.g., BitLocker, Intune)
• Write and maintain PowerShell scripts for PC and user account management
• Continuously evaluate and enhance Service Desk processes to improve efficiency and effectiveness
• Work cooperatively with others
• Comply with all company policies and procedures
• Maintain regular, punctual and reliable physical attendance and availability

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• Minimum of 5 years of experience in IT support or a similar role, with at least 2 years in a senior or lead position
• Strong technical troubleshooting and problem-solving skills
• Excellent documentation and process development capabilities
• Proven ability to create and manage KPIs and performance reports
• Ability to work collaboratively with cross-functional teams
• Strong organizational and time-management skills
• Effective communication skills, both written and verbal
• Ability to work independently and manage multiple priorities
• Understanding of TCP/IP, DNS, DHCP, and basic firewall configurations
• Ability to troubleshoot network connectivity issues
• Experience with Active Directory (AD) for user and group management
• Knowledge of Exchange and Office 365 for email and collaboration services
• Familiarity with Exchange Online and Office 365 administration and troubleshooting
• Proficiency with software distribution and endpoint management tools such as SCCM, Tanium, or similar
• Experience with PC imaging and deployment
• Knowledge of security tools and practices related to device encryption (e.g., BitLocker) and mobile device management (e.g., Intune)
• Understanding of IT security policies and best practices
• Strong PowerShell scripting skills for task automation and management
• Ability to develop and deploy automation solutions to streamline IT operations
• Familiarity with IT service management platforms (e.g., JSM) and their automation capabilities
• Experience with ticketing systems and incident management
• Possess a valid driver's license
• Possess a satisfactory driving record as determined by company driver policies