IT Support Lead

IT Support Lead

Founded in 1981, Lanter Delivery Systems is a national logistics company and a leader in overnight, unattended delivery of auto, agricultural and industrial parts from their customer's distribution centers to dealer locations. In the 21st century we live in a business culture that demands cost and logistical efficiencies combined with increased productivity. Lanter's strategic, process driven approach has been embraced by the marketplace and is setting new standards in the automotive and agricultural manufacturing marketplace. We see a bright future on the road before us and we are very excited about bringing our solutions to a variety of new industries.

The ideal candidate will embody our company's Non-Negotiables:

• Walk in Humble Confidence - We are experts at what we do, but we never assume we know everything.
• Be Open, Honest and Respectful - We say what has to be said in a tactful, courteous way.
• Be Fearless - We never fail, we only learn.
• We are One Team - We achieve more together by collaboration and consensus.
• Delivery on Commitments - We do what we say we will do.
• We have a Passion to Serve - We are dedicated, hardworking individuals who provide exceptional service to our customers and to each other.

The IT Support Lead, under general supervision, provides leadership to all T1 and T2 I.T. support roles. This position is the first point of contact for any incidents or end user related requests/emergencies. The position conducts instruction, works to resolve complaints, and maintains continuity for I.T. Support. This Job Description is not intended to be complete or limiting – the role will require a proactive and flexible approach to manage tasks that support a rapid and innovative support environment.

Responsibilities

• Oversee the day-to-day operations of the Technical Support Team
• Act as a senior agent who will drive customer satisfaction through customer support
• Act as a mentor and provide oversight, coaching, and training to technical support staff
• Be the point of contact when it comes to technical escalations
• Provide support where needed for both internal and external customers.
• Clearly communicate escalated issues to Tier 3 and product managers as needed
• Monitor team performance and report on metrics
• Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
• Work to create any relevant support material for the team
• Review all technical support related processes and documentation for continuous improvement
• Assist in the creation and implementation of customer self-service material and KB's

Requirements:

• Proficient in Microsoft Office products, specifically with Word, Excel, PowerPoint, and Outlook
• Proficient in the web browsers: Internet Explorer, Chrome, and Firefox
• Proficient computer skills and strong willingness to learn relevant software
• Diagnostic and analytical skills for software and general information systems application knowledge
• Must possess a strong ability to prioritize
• Outstanding organizational and planning skills
• Good problem-solving skills
• Exceptional verbal and written communication skills
• Excellent customer service skills
• Minimum of three (3) years' experience in a technical support environment
• Desktop support: 1 year
• High School Diploma required

Lanter Delivery Systems is proud to be an equal opportunity and affirmative action employer regardless of race, color, gender, age, sexual orientation, gender identity, religious beliefs, marital status, genetic information, national origin, disability or protected veteran status.

Current Openings for IT Support Lead Jobs at Lanter Delivery Systems