We are seeking a Technical Support Team Lead with 8 or more years of experience for a 5 month assignment with possible extensions for up to 2 years working remotely from anywhere in Texas. In this role you will rely on your experience and judgment to plan and accomplish goals as well as independently perform a variety of complicated tasks with a wide degree of creativity and latitude.

You will act as the technical team lead for our Austin, Texas client’s IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems. You will also monitor performance of vendor-provided staff and/or vendor-managed services; collect data to analyze performance against service level agreements; enforce guidelines, procedures, and policies; participate in bringing new programs into the Service Desk as a Service structure; assign work to others and monitor its quality and completeness. You will work under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

Requirements:

Yrs Experience

8 Leadership of a help desk / service desk

2 Experience developing process / training documentation.

2 Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.

Preferred

2 Experience gathering and analyzing performance metrics.

2 Ability to guide knowledge transfer as staff roll off and, on the service desk

This is a remote position.