Team Lead, Tower Support

The Team Lead – Tower Support is responsible for delivering high-quality Tier 2 technical support to JDI owners, management, and end users within the assigned office tower.

Requirements

• Prioritize and assign work intake and escalations.
• Communicate with BSG leaders to understand priorities and share risks or service concerns.
• Lead the daily management process for your team.
• Set performance and development goals that improve business outcomes and grow team capabilities.
• Build relationships with key leaders and support staff in the Tower.
• Own end-to-end resolution of customer incidents escalated from Tier 1.
• Provide white-glove support for VIP users and owners.
• Ensure video conference rooms are maintained and supportable.
• Execute approved customer service requests.
• Collaborate with PMO and RMO for maintenance and project planning.
• Maintain accurate ticket updates and asset status in ServiceNow.
• Mentor end users on effective technology use.
• Manage telecommunications assets, both mobility and landline.
• Promote a positive JDI IT brand through superior customer service.