IT Service and Support Lead

The IT Service and Support Lead is responsible for the ongoing operation of our Customer Support function. This includes incident management and reporting, interfacing with the business across all levels, setting outstanding customer service expectations, root-cause analysis, performance and process improvement and frequent statistical performance monitoring and reporting. Manages assigned staff. Works independently or in conjunction with senior management. Uses knowledge of industry and/or professional guidelines and protocols to accomplish goals and objectives and solve abstract problems/difficult matters. This position is open to remote employees across the United States, with the option to work from any of our 100+ office locations nationwide.

• Leverages the skills and interests of coworkers to achieve goals and solve problems.
• Builds strong relationships with clients.
• Designs practices, processes, procedures, and systems to manage work simply, and uses resources efficiently.
• Stays aware of client needs, concerns and satisfaction.
• Actively participates in team meetings and activities.
• Supports team decisions.
• Maintains Service Catalog and ensures service offerings are up-to-date. Revises the catalog to add new services as required and identifies services to remove. Ensures team has appropriate documentation to support new services. Drives a shift left strategy, identifies opportunities for self-service and automation with a working knowledge of process creation and automation tools.
• Responds promptly to client questions and requests.
• Bases decisions on a systematic review of relevant facts and information.
• Oversees help desk operations to ensure service tickets are resolved and service requests are fulfilled, across internal and external team, within agreed Service Level Agreements (SLAs). Identifies and executes on opportunities for continuous improvements to team processes and tools. Supports incident resolution and resolves tickets when needed.
• Collaborates with Project Management Office, ITIL, Security, Applied Technology and Infrastructure leaders on relevant end-user issues and concerns. Identifies opportunities for, and takes action to build, relationships with business stakeholders.
• Considers the financial consequences of solutions or decisions.
• Sets challenging and productive goals for team, holds team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.
• Effectively manages client expectations.

• Provides clear rationale for decisions.
• Willing to put in considerable time and effort to accomplish objectives.
• Avoids making assumptions or rushing to judgment.
• Addresses customer escalations and provides excellent customer service, using clear communication and interpersonal skills.
• Is able to follow directions. Identifies problems and initiates necessary changes.
• Demonstrates commitment to using LPS and other Health and Safety tools to identify and correct hazards, at-risk behavior, and near-losses.

• $126,584.