Join GxNext as a Technical Support Team Lead, where you will be at the forefront of managing a skilled team of technical support specialists. In this role, you will oversee daily operations of our help desk, ensuring that user issues are resolved promptly and effectively. You will manage workflows, monitor performance metrics, provide training, and collaborate with various departments to uphold exceptional customer service standards.
Key Responsibilities: - Ensure 24/7 coverage of help desk operations.
- Lead and mentor Help Desk Technicians, focusing on ticket volume and exceeding performance expectations.
- Analyze help desk performance metrics, identify trends in support requests, and generate insightful reports for management.
- Set team goals and drive staff performance to achieve results.
- Communicate effectively with senior-level clients.
- Coordinate resources during escalated off-hours issues.
- Develop and implement comprehensive training procedures for help desk staff.
- Troubleshoot and resolve technical issues while identifying trends and root causes.
- Collaborate with cross-functional teams to enhance the technical helpdesk experience and streamline process handoffs.
- Conduct weekly team meetings and one-on-one coaching sessions with team members.
Requirements/Qualifications: - Bachelor's degree and 5+ years of relevant experience, or a Master's degree with 3+ years of relevant experience.
- Active Top Secret/SCI clearance with the ability to obtain a Polygraph.
- Excellent verbal and written communication skills.
- Ability to quickly learn new software and IT technologies.
- Strong problem-solving and decision-making abilities.
- Self-motivated with the ability to work independently as well as part of a team.
- Familiarity with COTS products, particularly Oracle Identity and Access Management (IdAM) suite, Apache webgates, and Computer Associates (CA) API Gateway.
- Experience managing a Help Desk.
Preferred Qualifications: - Experience with Oracle IdAM products (OAM, OIF, OID, OVD, OUD, OIM).
- Familiarity with WebLogic.
- Experience with Linux/UNIX environments.
- Knowledge of LDAPs.
- Understanding of PKI authentication.
Original Posting: March 24, 2025
For U.S. Positions: This job requisition is expected to remain open for at least 3 days from the original posting date, March 24, 2025.
Pay Range: $89,700.00 - $162,150.00. The pay range is a guideline and does not guarantee specific compensation. Factors such as job responsibilities, education, experience, and internal equity will influence the actual offer.