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Team Lead
Lincoln Financial Group
Omaha, NE, United States
Job Details - this job has expired, please see similar jobs below
The Role
This position will perform and deliver on routine and progressively more non-routine assignments for his/her assigned area(s) of IT support responsibility independently in accordance with established procedures/guidelines. S/he will mentor and provide a diverse range of information to team members. S/he assists the supervisor with the day to day departmental responsibilities such as tracking team quality, handling escalated situations, and other tasks that support team success.
Responsibilities
• Acts as the first point of contact for escalated technology issues to troubleshoot, identify root causes, and provide resolution to employees or internal customers.
• Communicates and interacts effectively with Senior Executives and their administrative assistants by providing a concierge level of service.
• Communicates deadlines to team members, and ensures all projects and tasks are completed on time.
• Communicates effectively and provides customer service at every touch point to internal stakeholders and senior management, recognizes what needs to be done to meet customer needs and demonstrates flexibility and responsiveness to meet those needs.
• Conducts team meetings as necessary to update other members on best practices and continuing expectations.
• Ensures the proper day-to-day operation of technology applications and equipment.
• Monitors the flow of day-to-day operations and reports concerns, issues and problems to management as required.
• Provides mentoring/ training to less experienced team members.
• Provides responses and a diverse range of information to team members less routine questions without supervision.
• Responds to, diagnoses and resolves problems and tickets that are assigned via the Service Desk or directly from the user community. Includes routine and progressively more non-routine problem recognition, research, isolation and resolution.
• Responsible for providing high quality and efficient customer service through the daily supervision of a team of System Support Analysts to include coaching, problem solving, workload management and oversight.
• Responsible for working within the System Support Team to help drive performance, efficiency and quality of work by providing guidance, instruction, direction and leadership.
Education & Experience
• 3 - 5+ Years of IT Support experience that directly aligns with the specific responsibilities for this position. (Required)
• High School diploma or GED or minimum Associate degree in lieu of required experience. (Minimum Required)
Certifications
• ITIL is preferred
This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.
Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.