LogMeIn

  • Team Lead IT Services

    Job Locations US-UT-Lindon
    Category
    Information Technology
  • Overview

    The Team Lead, IT Services is responsible for managing a regional team of IT Support Staff, in support of internal LogMeIn employees. The team may be spread across multiple offices, and will support Windows and Mac computers, phones, printers, and associated peripherals and software. The Lead is the first point of contact for both technical escalations and day-to-day managerial activities for the team. The Lead also coordinates actions and decisions with other Leads and teams world-wide.

     

    The Team Lead is expected to make outstanding user productivity and satisfaction the center of his or her actions and decision-making.

    Responsibilities

    ADMINISTRATIVE

    • Day-to-day management of Support Staff, including hiring, evaluating, scheduling, performance guidance, salary management, and promotions.
    • Point of contact for users’ issues, complaints, or suggestions.
    • Maintaining highest levels of customer (user) satisfaction.
    • Interpreting and enforcing company policies and practices.
    • Point of contact with other departments and IT management.
    • Coordinates and approves team travel, training, and purchasing.
    • Maintains excellent team esprit de corps.

     

    TECHNICAL

    • Evaluation of hardware and software requirements and suitability
    • Technical escalation for IT Support Staff, and liaison with Level 3 for escalations.
    • Level 2 ticket resolution, to supplement Support Staff.
    • Anticipating user technical needs and acting proactively to meet them.
    • Ticket system management: assigning, metrics, SLA evaluation.
    • Training of Support Staff.
    • Creation and management of L2 documentation, both user-facing and internal.
    • Interpreting and applying company policy both from a policy, technical, and financial standpoint.

    Qualifications

    • Bachelor’s Degree or equivalent experience preferred
    • 5+ years of increasingly responsible experience in computer/helpdesk support in an Enterprise environment
    • Experience supporting both Windows and Mac preferred.
    • Proven Supervisory or Managerial experience in a Service Desk or Helpdesk context
    • Available for overtime, on-call, and travel as required
    • Sense of Humor

    About

    LogMeIn simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia and Australia.

     

    OUR VALUES
    Be Accountable - even when no-one is looking
    Thrive Together - greatness comes from unlocking each other’s potential
    Advance Confidently - we find opportunity and act on it
    Collaborate Openly - our whole is greater than the sum of our parts
    Engage Fearlessly - we speak up and listen

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