The Role 

As an IT Service Delivery Lead you will be responsible for end user support at all levels across our IT infrastructure. This role involves acting as a leader of the IT team for implementing changes and operations, maintaining security, and general IT-related activities. 

Support Issues / Systems Supported: 

• Windows 10 & OSX 10.15\11.2
• OS Installs\Upgrades
• Application Installs\Upgrades
• Patching\System driver updates
• BYOD Support: Android\iOS
• Configuration of Office applications
• Authentication mechanisms (MFA, etc.)
• Identity Applications: Active Directory\Azure Active Directory\Office 365
• End User Applications: Ring Central, Slack, Wrike, Office Suite, SharePoint Online\OneDrive
• Endpoint Management Systems: JAMF, Intune, ConnectWise Control, Sophos
• Ticketing and inventory systems: Jira

Responsibilities

• Lead the IT support team, supervise the support staff, provide direction and mentorship in tech support and service
• Plan, lead and execute projects centered around the end user facing systems
• Be accountable for support tickets, through their entire lifecycle, from creation to service to resolution
• Manage support ticket metrics including first response time, time to close, and kill rate (Same day close) to be within appropriate targets
• Monitor and report on weekly and monthly help desk trends and metrics
• Resolve escalations of tier 1 & 2 help desk items
• Manage all Fusion endpoints through Intune and JAMF, including maintaining and overseeing inventory of all Fusion endpoints
• Ensure all SOC2 evidence tickets users, endpoints and cloud systems are completed in appropriate timeframes.
• Onboard and offboard Fusion employees across all IT systems
• Drive continuous improvement of all IT systems
• Create and maintain internal and user-facing documentation for IT systems

Knowledge, Skills, and Abilities 

• 2 to 4 years of experience as the senior technical resource in help desk supporting Windows and OSX devices 
• 1 to 3 years of experience being responsible for triaging, dispatching, and managing help desk tickets through their life-cycle
• Familiarity with the ITIL (Information Technology Infrastructure Library) service management process
• In-depth understanding of Windows server and workstation systems; Windows Applications such as MS Office and other common business applications; and Cloud-based business systems such as Office 365 and Slack
• Experience with Salesforce.com is a strong plus
• Strong written / spoken communication skills
• Ability to Multi-Task to complete tasks in a timely and efficient manner, supporting users in multiple locations across all time zones

Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.