Estimated Duration: 12 months with possible extensions
Work Setting: 100% of the time at the Client’s site. No telecommuting or remote work. This is a non-negotiable requirement from the client.
Only candidates able to relocate as required should apply to avoid removal from future consideration.

Required:
• Availability to work 100% of the time at the Client’s site in Pompano Beach, FL.
• Experience with Information Technology (IT) in computer operations with exposure to multi-platform environments (5+ years).
• Experience Leading teams and projects, with supervisory skills, including the ability to motivate, develop, and empower team members.
• Experience with Ticketing system to manage support requests and monitor trends.
• Experience with Technical troubleshooting for both hardware and software issues.
• Experience with Help desk processes and service management principles.
• Ability to lift to 50 pounds.
• Associate or Bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or equivalent work experience.

Responsibilities:
• Manage the day-to-day activities of the team, including prioritizing support, delegating work, monitoring and reporting trends (including security incident awareness), and ensuring efficient service delivery by leveraging IT support specialists.
• Serve as a high-level resource for the team and act as the primary escalation point for customer service-related issues.
• Assist with monitoring and tracking inventory for the Information Technology cost center.
• Work closely with IT leadership to identify areas for improvement in processes and workflows, and implement strategies to enhance overall efficiency, user satisfaction, and service quality.
• Monitor, analyze, and recommend improvements to work processes for increased efficiency, while keeping the knowledge library up to date to ensure the best experience for customers and IT team members.
• Collaborate with other IT departments to ensure that all service tickets for the assigned unit are responded to and resolved promptly.
• Perform Quality Assurance checks on customer incidents, onsite or at remote locations, ensuring that Service Level Agreements are met.