End User Team Lead

Our client is looking for an End User Support Lead with a focus on driving metrics, tooling, and SLAs within the group. This person will act as a hands-on team supervisor that motivates and clears roadblocks for the group so that they can handle their queues more efficiently and effectively. We're looking for someone how has experience leading groups and reviewing metric information in a call center or queue environment.

This company is a major local player in Phoenix's educational space. While most of the team sits in Phoenix, they are largely remote and work core work hours Monday-Friday 8-5 PM. This is an opportunity to work closely with leadership and engineering groups to optimize and build tooling to help enable people. We're looking for someone who is a master motivator and is extremely tech savvy. This company invests heavy in continued education and cross training in other skillsets.
Contract Duration: 6 months with opportunity to convert to direct hire.

Required Skills & Experience
Leadership experience within a metric and/or SLA driven environment
Experience with queue technologies including phone systems, ticketing systems and email platforms
Expertise in the End User Services and advanced Technical Support
Experience in tool optimization and collaboration with engineering teams
Experience reporting to, collaborating and reporting to executive leadership teams
Experience in Incident Management and Mitigation
Desired Skills & Experience
Knowledge of operating systems, database environments, and enterprise networking
Experience managing and contributing to knowledge base systems, articles, and documentation
Knowledge of monitoring tools focused on operations tooling in enterprise environments
Advanced experience in automating workflows

What You Will Be Doing
Provide guidance for incident response staff in understanding operations, monitoring, alerting and security concerns.
Review of tooling integration and connectivity to optimize workflows and efficiency
Assigning tasks to personnel, directing technical resources, and evaluating, influencing and driving performance metrics
Serve as a liaison to technical teams, tooling vendor partners, and leadership teams
Oversee the work of the End User Services to ensure equipment and applications are optimal. This include operating systems, mobile devices, and ticketing systems
Improvement of system reliability and performance. Automation of tasks to allow faster resolution of tickets

Tech Breakdown
30% Phone Queues in Twilio
30% Jira Ticketing Systems
40% Mobile Device, Desktop and Application management

Daily Responsibilities
30% Hands On
30% Metric, KPI and SLA Reviews
40% Team Collaboration and Motivation End User Team Lead