Lead IT Analyst

As a Lead IT Analyst at HomeLight, you'll have a diverse array of responsibilities. You will manage a small team of IT Analysts, oversee IT support and manage incoming tickets from employees. Your role will also include troubleshooting hardware and software issues, implementing IT security best practices, and improving IT processes to enhance user experiences. You'll lead infrastructure projects, handle IT asset management, and ensure documentation is up-to-date, all while providing guidance to your team.

To qualify for the Lead IT Analyst role at HomeLight, candidates should have at least 7 years of experience in IT operations, specifically in managing support teams. Experience with US-based companies that support remote employees is essential. Candidates should also possess a strong technical background in Windows and macOS, cloud tools like Google Workspace and O365, and excellent communication skills. Relevant certifications such as ITIL, CompTIA, or Microsoft are also a plus.

The Lead IT Analyst at HomeLight plays a crucial role in ensuring that our remote workforce operates effectively. You will manage IT support requests, troubleshoot issues for remote employees, and enforce IT security best practices, adapting to the challenges unique to a distributed team. This includes overseeing IT assets and ensuring that all employees have the necessary tools and support to thrive, no matter where they are working from.

Essential skills for the Lead IT Analyst position at HomeLight include strong troubleshooting capabilities for hardware, software, and networking issues, as well as expertise in IT support systems and ticketing tools. Leadership skills are key, as you will oversee a team and guide them in best practices. Familiarity with IT asset management, vendor negotiations, and project management will aid in your success in this role.

The work environment for a Lead IT Analyst at HomeLight is primarily remote, providing flexibility to work from home in Mexico. Our company culture emphasizes collaboration, innovation, and inclusivity. You'll have the opportunity to work with a talented team while contributing to cutting-edge projects in real estate technology. We prioritize a positive and constructive atmosphere where each team member can thrive.

When asked about managing IT support teams, focus on your leadership style, how you've facilitated team communication, and how you've prioritized tasks. Share specific examples of your approach to mentoring team members and improving workflows.

Outline your systematic approach to troubleshooting. Talk about the importance of gathering information, assessing the situation, and employing appropriate diagnostic tools. Provide examples of complex issues you have resolved in the past.

Discuss your experience with IT security protocols, including access controls and training team members. Highlight your strategies for enforcing these practices and any initiatives you have led to raise awareness and compliance.

Explain your hands-on experience managing IT assets such as procurement, deployment, and decommissioning of hardware and software. Reference any tools you have used to track assets and ensure compliance with licensing agreements.

Talk about your ability to balance project timelines with daily IT support activities. Share examples of how you've prioritized tasks, set realistic deadlines, and maintained open communication with stakeholders to ensure success.

Share a detailed example of a project you led, including the objectives, the outcome, and the impact on the organization. Emphasize your role in driving the project from inception to completion and the skills you leveraged to make it successful.

Describe how you've handled vendor relationships, negotiations, and contract management in your previous roles. Emphasize the importance of aligning vendors' services with the organization's objectives and ensuring budget compliance.

Discuss your methods of continuing education, whether through online courses, industry conferences, or professional networking. Emphasize how staying informed has positively influenced your IT management strategies.

Explain your approach to high-priority escalations, including the assessment process, communication with stakeholders, and your focus on swift resolutions. Emphasize your experience with high-stress situations and maintaining a calm demeanor.

Tailor your response to align with HomeLight's values and mission. Highlight your relevant experience, technical expertise, leadership skills, and your passion for improving IT services in a fast-paced environment focused on real estate technology.