IT Team Lead
Join Our Team
We are looking for compassionate, caring, and dedicated IT Team Lead to join our team and help us continue our tradition of excellence.
Benefits
We pride ourselves in retaining our top talent by offering work environments that support professional development and personal success. In addition to our robust healthcare and retirement plans, we offer:
- Onsite children’s care centers (Infant through Pre-K)
- Tuition reimbursement
- Career advancement opportunities
- Competitive pay, shift and weekend incentives, yearly opportunities for pay increases and bonuses
- Fitness Centers and Wellness Education
Job Overview
As the IT Team Lead, you will be responsible for overseeing the Deaconess IT Desktop Engineers team for the Indiana region, which provides comprehensive IT end-user device deployment and support services to our end-users. Your primary focus will be on managing and coordinating projects as well as the daily activities of the team, ensuring the smooth operation of desktop systems and software applications. You will collaborate with cross-functional teams to deliver exceptional project management, deployment, technical support, and troubleshooting services.
Essential Duties and Responsibilities
- Supervise, mentor, and provide guidance to a team of IT desktop engineers.
- Assign tasks and prioritize workloads to ensure efficient service delivery.
- Conduct regular performance evaluations, provide feedback, and identify areas for development.
- Foster a positive and collaborative work environment to enhance team productivity and morale.
- Provide advanced technical support to end-users, troubleshooting hardware and software issues related to desktops, laptops, printers, mobile devices, and other peripherals.
- Resolve escalated support tickets and ensure timely resolution of critical incidents.
- Collaborate with other IT teams to investigate and troubleshoot complex technical problems.
- Stay updated with the latest technology trends and provide recommendations for process improvements.
- Ensure compliance with incident management processes, including ticket handling, prioritization, and resolution.
- Coordinate and lead the team in handling major incidents, ensuring effective communication and timely resolution.
- Oversee change management processes by reviewing and approving change requests related to desktop systems and applications.
- Maintain accurate documentation of support procedures, troubleshooting steps, and knowledge base articles.
- Generate regular reports on team performance metrics, incident trends, and service level achievements.
- Identify areas for improvement based on data analysis and implement strategies to enhance operational efficiency.
- Collaborate with vendors and third-party service providers to ensure prompt resolution of hardware and software issues.
- Manage vendor relationships, evaluate service level agreements, and escalate issues as necessary.
- Collaborate with vendors to ensure timely delivery of hardware and software, as well as negotiate hardware and software costs.
What You Will Need
- Bachelor’s degree in computer science, information technology, or a related field (or equivalent experience).
- Proven experience in a technical support role, preferably in a leadership capacity.
- Strong knowledge of desktop hardware, operating systems (Windows, macOS, and Linux), and software applications.
- Knowledge of PDQ inventory and deployment software as well as PowerShell scripting.
- Familiarity with IT service management frameworks (e.g., ITIL) and incident and change management processes.
- Excellent problem-solving and analytical skills to diagnose and resolve complex technical issues.
- Effective communication and interpersonal skills are needed to collaborate with team members, end-users, and stakeholders.
- Experience with remote support tools and ticketing systems.
- Ability to work in a fast-paced environment, prioritize tasks, and meet deadlines.
- Relevant certifications (e.g., CompTIA A+, Project +, Modern Desktop Administrator Associate) are a plus.
Why Choose Deaconess?
Deaconess is one of the largest, local employers in the tri-state area and has been recognized as the #2 Hospital in Indiana and named Best Place to Work in 2020. Compassion for patients and dedication to the community are core values of Deaconess and have been since our founding in 1892. We truly value our employees. Come join us and find a CAREER you can love!
Location: Deaconess Eagle Crest · Informatics and Technology Services
Schedule: Full Time - 80, Day
By
Deaconess
In keeping with our Christian heritage and tradition of service, the mission of Deaconess is to advance the health and well-being of our community, with a compassionate and caring spirit.
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