IT Client Support Team Leader

We are looking for an experienced, high-energy IT Client Support Team leader to join our team. In this role, you will will provide technical leadership, guidance, and coaching to our IT Client Support Analysts on campuses based in Flagstaff and Phoenix, Arizona. You will work alongside the team in the CSA role. You will ensure the Client Support team continues to execute successful resolutions to incidents and requests, follow standards and processes, and maintain fair, safe, professional, and inclusive working environments.

This role will be located at our facility in Flagstaff, Arizona.

• Work alongside the CSA teams in the role to aid timely resolution of incidents and requests
• Identify CSA resources to assist initiatives and projects and negotiate commitments to ensure proper coverage and back-up support is identified
• Aid the new hire and/or backfill replacement process for Client Support Analysts
• Guide and inspire team members toward continuous improvements and professional development
• Ensure policies and procedures are followed and required trainings are completed, including adherence to quality regulations for validated systems and clean rooms
• Partner with the Digital Workplace Leader to clarify expectations, standards, and procedures for the support teams
• Collaborate with ITSM Process Managers to determine incident root cause analysis and remediation
• Deliver personable, effective, appropriate, professional, and timely communication
• Establish clear expectations of equitable and inclusive behaviors from Associates and act immediately to appropriately address negatively impactful or unfair behavior

• Bachelor's degree in a computer-related field plus minimum 5 years of experience installing and maintaining PC hardware and software in an office environment, OR Associate's degree in a computer-related field plus minimum 7 years of experience installing and maintaining PC hardware and software in an office environment, OR minimum of 10 years of experience installing and maintaining PC hardware and software in an office environment
• Experience providing desktop and network support in an office environment
• Demonstrated experience in creating and maintaining an inclusive work environment with clear understanding of equitable practices
• Knowledge of Windows Operating Systems, Entra\\Azure Active Directory, WiFi, IP Networks, iOS, Mac, Microsoft 365, including Outlook and Teams
• Foundational knowledge of ITIL and practical experience with ITSM processes and tools (i.e., ServiceNow)
• Strong initiative and self-motivation with willingness to grow and develop within the commitment, keeping up to date with current trends in the industry
• Excellent verbal and written communication skills with the ability to work effectively with a wide variety of technical and non-technical associates in a team environment
• Ability to provide quality customer service with the willingness to follow standards and procedures, including documentation of processes
• Ability & willingness to respond to critical or emergency after-hours business needs
• Ability to travel 20%

• Experience teaching, training, and leading people or projects
• Experience implementing and improving policies/procedures and best practices
• Extensive knowledge of Microsoft Windows operating systems and Microsoft 365 with industry-recognized certifications from CompTia, Microsoft, Cisco, HDI, or others