The Technical Support Lead Coordinator is responsible for providing administrative support for self-assessments of project related activities and compliance with standards and control procedures. The role serves as an escalation point for complex tickets from all tiers and provides advanced troubleshooting support to internal users for hardware and software utilization. The role leads the process of documenting resolutions in the ticketing system to include but not limited to correspondences with the customer, problem analysis, troubleshooting performed and resolution and ensures proper closure of issues. The role also provides lead support for all IT assets and tools and enterprise physical or virtual desktop environments.

• Provides lead support and serves as an escalation point for complex tickets from all tiers and provides advanced troubleshooting support to internal users for hardware and software utilization.
• Leads the process of documenting resolutions in the ticketing system to include but not limited to correspondences with the customer, problem analysis, troubleshooting performed and resolution and ensures proper closure of issues.
• Provides assessment, triage, research, and resolution of all levels of tiered support and requests regarding the use of application software, hardware and/or infrastructure components.
• Manages IT projects and portfolio agenda items at the IT Customer Service Level and provides advanced troubleshooting support to internal users for hardware and software utilized by the Company.
• Serves as a resource, liaison, and relationship manager for other Business units including IT, Data Center, and external vendors supporting the IT Client Services Area.
• Provides mentoring/coaching to all tiers of support in the Help Desk area and provides subject matter expertise, training, technical assistance, and support to the IT Help Desk, project teams, and other IT departments.
• Serves as a lead liaison between end users and technical staff to communicate issues, problems, and questions.
• Participates in Disaster Recovery tests and activities and consults with Business Units needing technical guidance and/or requirements.
• Keeps current with industry and product advances and serves as a subject-matter expert performing technical leadership on a variety of issues and initiatives.

• 7+ years of IT support experience in handling multiple system environments.
• High School Diploma or General Education Diploma (GED) and/or commensurate experience.