W. L. Gore & Associates, Inc.
IT Client Support Team Leader
W. L. Gore & Associates, Inc., Flagstaff, Arizona, United States, 86004
About the Role
We are looking for an experienced, high-energy IT Client Support Team leader to join our team. In this role, you 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.
Responsibilities
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
Required Qualifications
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%
Desired Qualifications
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
What We Offer Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow. We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing". Learn more at gore.com/careers/benefits.
Gore is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a protected veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.
Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.
Gore requires all applicants to be eligible to work within the United States. Gore generally will not sponsor visas unless otherwise noted on the position description.
#J-18808-Ljbffr
This role will be located at our facility in Flagstaff, Arizona.
Responsibilities
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
Required Qualifications
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%
Desired Qualifications
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
What We Offer Our success is based on the capability and creativity of our Associates, and we are proud to offer a comprehensive and competitive total rewards program that supports your everyday and helps you build your tomorrow. We provide benefits that offer choice and flexibility and promote overall well-being. And in keeping with our belief that every Associate should share in the collective success of the enterprise; we provide a distinctive Associate Stock Ownership Plan in each country as well as potential opportunities for "profit-sharing". Learn more at gore.com/careers/benefits.
Gore is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, national origin, ancestry, age, status as a qualified individual with a disability, genetic information, pregnancy status, medical condition, marital status, sexual orientation, status as a protected veteran, gender identity and expression, and any other characteristic protected by applicable laws and regulations.
Gore is committed to a drug-free workplace. All employment is contingent upon successful completion of drug and background screening. Gore will consider qualified applicants with criminal histories, e.g., arrest and conviction records, in a manner consistent with the requirements of applicable laws.
Gore requires all applicants to be eligible to work within the United States. Gore generally will not sponsor visas unless otherwise noted on the position description.
#J-18808-Ljbffr