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Home Careers Job Descriptions Technical Support Team Lead
Home Careers Job Descriptions Technical Support Team Lead
Technical Support Team Lead

Technical Support Team Lead Job Description

Job Title: Technical Support Team Lead
Job Code: R44340
Job Series: Technical Support Supervisor
FLSA Status: Exempt
OCC Group: Professional Services (PS)

Signature of the State Court Administrator approval available on file in the Human Resources Division.

General Statement Of Duties:
The Technical Support Team Lead supervises and coordinates the statewide IT Support Technicians team in accordance with Information Technology Services (ITS) quality assurance standards.  The Technical Support Team Lead performs a variety of enterprise system support duties including desktop, mobile, and peripheral device troubleshooting of all computer hardware and software issues; performing computer repairs; and assisting customers in setting up new applications, installations and configurations.
Distinguishing Factors:
Work is distinguished from IT Support Technicians by its inclusion of supervisory responsibilities which includes the scheduling of resources, mentoring and coaching on advanced technical matters, providing direction and instruction to staff concerning operating procedures and policies necessary to achieve Branch wide objectives.  This position monitors, measures and communicates service level performance to the ITS management team.  The position recommends and initiates process improvements to maximize business efficiencies.  
Essential Functions Of the Position:
Leads and manages local and regional IT Support Technicians statewide. Manages the team workflow to maximize business and technical efficiencies.
Develops, communicates and implements new policies and procedures through both verbal and written documentation.  Assists, coaches and mentors IT Support Technicians both technically and on policies and procedures established by ITS.  Provides alternate work methods or process modifications as necessary.
Supervises IT Support Technicians; assigns and prioritizes staff tasks and projects; counsels, trains and coaches IT Support Technicians on ways to improve customer support; develops staff skills and conducts performance evaluations; provides recommendations for hiring, evaluating, performance plans and disciplinary actions; completes/certifies time sheets and responds to Paid Time Off requests; determines work schedules and coordinates additional coverage as necessary/required; and establishes expectations and provides employee performance feedback on an on-going and annual basis.
Works closely with Court Executives, Chief Probation Officers, private probation users, outside agencies and other court personnel to provide customer support and technical needs/requirements.
Provides leadership by organizing, developing and coordinating all projects designated by ITS and the judicial districts.
Works directly with IT Support Technicians to ensure quality control and inventory management standards are met.
Ensures all work items are completed satisfactorily and that all customer requests are responded to in a timely manner.  Manages the workflow at each location to ensure and maximize efficiencies.
Monitors and maintains an up-to-date accurate hardware inventory.  Assist the IT Procurement Specialist with reporting tools to determine hardware and software replacement needs.
Assists in evaluating new computing hardware and software to ensure standards and policies are adhered to, while also meeting the varying needs of our customers.
Involved in statewide hardware and software rollouts, projects, timelines and deadlines.
Collaborates with analysts and development staff to test, troubleshoot and validate new software programs and applications.  Prepares and maintains computer software/operating systems updates. Assist with security needs and data recovery; coordinates virus/spam removal with IT Support Technicians, provides codes and necessary files; reports security issues/observations/breaches to the Manager of Technical Services.
Works with outside vendors for product support/warranty status.
Coordinates fleet vehicle maintenance and state car/motor pool reservations.
Coordinates and/or migrates data/information from decommissioned device to new equipment; involved in monitoring internal systems to include surplus inventory and disabled user cleanup; coordinates surplus computing equipment recovery and disposal.
Assists IT Support Technicians in establishing and achieving desired goals and outcomes.
Schedules technical needs as required for Judicial Conferences and other judicial activities.
Assists in monitoring service desk, verifying that issues are handled in a timely manner; researches and explores alternative solutions to complex customer concerns and problems; resolves all escalated service issues by IT Support Technicians.
Prepares and maintains written documentation, instructions and procedures including on-line internal support materials.
Monitors hardware support center statistics, team, and individual productivity to ensure service level expectations are achieved.
Actively participates to assist or cover local or regional IT Support Technicians as necessary.
Researches and develops advanced technical solutions to hardware/software problems through collaboration with other technical services and application development staff.
Attends meetings as required.
Performs other duties as assigned.
Supervisor Responsibilities:
Has supervisory accountability for employees, volunteers, or interns.  Plans, directs and coordinates all activities for both local and regional Technical Support Specialists.  Duties include scheduling and assigning of work, training in all facets of work, quality control, and decisions impacting the pay, status and tenure of others.  Conducts performance appraisals, and provides input into and participates in discipline, dismissal, and hiring process.
Minimum Education:
Graduation from a two or four year accredited college/university and three years of technical support experience.  Additional work experience may be substituted on a year-for-year basis for the required education.
Physical Demands:
While performing the duties of this job, the employee is regularly required to walk.  The employee frequently is required to stand; sit; reach with hands and arms; and perform repetitive motions with wrists, hands, and fingers; stoop, kneel, crouch, or crawl; and talk or hear.  The employee is occasionally required to climb or balance.  The employee must frequently lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
Work Environment:
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and high precarious places.  Occasionally handles emergency or crisis situations; frequently subject to interruptions, and multiple calls and inquiries.  The noise level in the work environment is usually moderate.


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