IT Client and Operations Team Lead

Braun Intertec - Bloomington, IN

Full-time - Mid Level

Bloomington, IN

501-1,000 employees

Professional, Scientific, and Technical Services

About the position

The IT Client and Operations Team Lead will oversee the end user environment support team, providing leadership and direction under the Infrastructure and Operations Manager. This role focuses on ensuring operational excellence in support and maintenance, fostering partnerships within technology and across the organization to deliver a reliable technology experience.

Responsibilities

• Prioritize and guide the work of client & operations analysts including queue/ticket management, daily work tasks, and project activities.
• Provide hands-on user support for client devices (desktops, laptops, tablets, office and mobile phones), peripherals, software, and facilities equipment.
• Manage device deployment including definition, configuration, setup, maintenance, security, and lifecycle management.
• Oversee hardware and software asset management including licensing, inventory management, and reporting.
• Administer and manage operational and vendor tools including ITSM, remote access, and user provisioning.
• Manage financial and budget aspects including vendor quotes, purchasing, and invoice processing.
• Gather, manage, create, distribute, and analyze operational data for reporting and identifying business opportunities.
• Develop and maintain standard operating procedures (SOPs), knowledge articles, and documentation.
• Collaborate with Business Technology team members to deliver end-to-end support using ITSM tools and processes.
• Act as primary contact with key 3rd party partners to ensure service performance and quality.
• Identify and implement continuous improvement initiatives to enhance delivery and user experience.
• Train, mentor, and provide feedback to team members for effective execution and individual development.

Requirements

• High customer service orientation.
• Continuous improvement mindset with a focus on process execution.
• Attention to detail with strong organizational and planning skills.
• Strong troubleshooting skills.
• Ability to work in a dynamic environment with competing priorities.
• Ability to balance, prioritize, and perform multiple tasks including project planning and execution.
• Effective communication skills (written and verbal) with all organizational levels.
• Ability to handle sensitive and confidential information.
• Reliable work availability, including evenings and weekends for crisis management tasks.
• Base understanding of enterprise security architecture and network administration.

Nice-to-haves

• One or more Comp TIA (A+, Tech+, Security+) related certifications preferred.
• Experience working with geographically dispersed teams and remote users preferred.
• Experience in the Professional Services and/or Architecture, Engineering, and Construction industry preferred.

Benefits

• Employee-Owned Stock Ownership Plan participation.
• Commitment to creating an inclusive workplace.
• Safety initiatives and policies participation.
• Ongoing learning and development opportunities.