Senior IT Team Lead

Posted Date: August 3, 2021
Location: San Francisco, California
Position Summary:

The Trust for Public Land is seeking a Senior IT Team Lead. The Senior Lead is responsible for delivering timely and effective support for end-user computer hardware, software, and peripherals while maintaining a high-level view of all support efforts by internal technicians and our Helpdesk vendor to ensure timely, effective support and a positive end-user support experience.

Essential Functions:
70% Provide Tier 2 Technical Support:
  • Act as Tier 2 support to resolve issues with Lenovo hardware, Windows 10, Office365, Zoom, Teams, and other enterprise technologies.
  • Manage own tickets throughout their lifecycle and provide excellent customer service to ensure user satisfaction with resolutions.
  • Provision and de-provision user accounts and hardware.
  • Write concise and accurate technical documentation for internal IT use and end-user training purposes. 
  • Assist with evaluating IT systems and applications in order to recommend improvements, upgrades and infrastructure changes.
  • Act as technical lead for monthly All Staff webinars using Zoom.
30% Support Oversight:
  • Coach, mentor, and train support staff including assistance with managing workload and prioritization of tasks.
  • Manage helpdesk tickets and assign tickets coming into queue.
  • Oversee and coordinate support delivered by outsourced Helpdesk consultant, ensuring compliance to policies, standards, and SLAs.
  • Maintain excellent rapport and strong business relationships with IT managers, staff and end users.
  • Ensure timely, responsive, effective support of TPL’s computer hardware and software.
  • Assess day-to-day support activities to align focus with established team priorities and to minimize user downtime.
  • Report on ticket activity to analyze and identify problem trends and areas for technological or procedural improvement.
  • Maintain hardware and software entitlements and inventories.
  • Other duties as assigned by supervisor.
Qualifications:
  • Minimum eight years of progressive experience in a help desk environment supporting a Windows 10 and MacOS environment.
  • Three years of team lead, supervisory, or support coordination experience preferred.
  • High level of proficiency with Microsoft 365, Active Directory, Office 2016, Office Premium, and Outlook required.
  • Experience using and facilitating meetings with Zoom and Microsoft Teams required.
  • Proven ability to effectively prioritize and delegate tasks with attention to detail and follow-through.
  • Highly self-motivated and resourceful with strong ability to work well under pressure.
  • Strong team player with excellent collaboration skills.
  • Good communicator, with a personable demeanor and a positive attitude.
  • Ability to occasionally lift 40 lbs
The Trust for Public Land is committed to cultivating a staff that is representative of the communities we serve. We are open to the possibility that a great candidate for this job may not precisely meet all of the above criteria; if you believe you’re the right person for this job and can persuasively make that case, we encourage you to apply.

Location:
The position is based out of the Trust for Public Land’s San Francisco office, which employs a hybrid remote work model.

Benefits:
This is a regular, full time position within The Trust for Public Land. We provide a comprehensive benefits package. The salary range is $90,000-110,000. To view, The Trust for Public Land benefits click on this link