ECSG - TX - Lead IT Client Support Technician

Job description

The technical lead is the resident technical expert for all client support technicians. Their role is to provide technical insight, mentorship, training, and innovation using automation, scripting, and analytic tools. This role collaborates with various teams to provide triage and recommendations for hardware/software and asset management needs. These individuals will often lead or partner in project and compliance needs for the Enterprise. This is the highest technical position available without management responsibilities. This position will be onsite in League City, TX. What You'll Do: - Demonstrates the ability to escalate complex issues in lieu of involving management, escalating when appropriate. - Obtains the ability to closely monitors the ticket queue for escalated and impending overdue tickets. Strive to ensure that SLAs are met. - Guides and mentors technicians on process and monitors consistency. Additional Responsibilities: - Obtains the ability to anticipate and monitor trends affecting the department and actively plan and implement improvements to provide quality consistent service to customers. - Demonstrates the ability to work closely with Tier III support to main...