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Technical Services Team Lead

Company: Saddle Creek Logistics
Location: Atlanta
Posted on: June 12, 2021

Job Description:

Why Work for Saddle Creek?

Saddle Creek is in the logistics business. Over the past 50 years, our associates built Saddle Creek into what it is today by treating each other with respect and working together to succeed. Our people make a difference every day to our clients, to our business, and to each other. The growth and success we've experienced requires smart, dedicated people working in a supportive environment.

Growing our family since 1966. Will you join us?

Overview

The Lead Analyst, Technical Services will work under the direction of the Manager of Technical Services, providing support to SCLS staff regarding computer applications and hardware. Additionally, a person in this position will lead projects and start-ups, working with the rest of the Information Services (IS) team to complete and lead tactical and strategic initiatives while also working closely with the facilities.

As a senior team member, this position leads and directs the Technical Services group to effectively troubleshoot computer problems and issues, determine the source, and advise on the appropriate action for resolution while adhering to pertinent policies, procedures, regulations and standards.

Responsibilities

  • Accountable for outstanding customer service to all external and internal customers.

  • Oversees daily operation of the Technical Services team. Maintains schedule for staff to ensure appropriate coverage. Identifies system wide issues and escalates if necessary.

  • Monitors trouble tickets, determines priorities, makes recommendations to resolve issues.

  • Responds to customer questions, identifies, researches, and troubleshoots the issue, determines appropriate action and carries out solution.

  • Determines strategies to streamline the process. Make recommendations to management.

  • Provides training to new hires and end users for both general use of PCs, to proper use of our in-house applications.

  • Project Manager for start-ups and corporate wide initiatives. Coordinate timelines with various Vendors.

  • Support application upgrades and business go-lives at your location with the assistance of the SME teams.

  • Develops and maintains effective relationships through effective and timely communication.

  • Provide technical support of all networked devices within a Microsoft environment, as well as cloud services (PCs, printers, servers, VoIP telephones, RF bar code scanning units, network/communications equipment, Microsoft Office, etc.) both locally and remotely.

  • Facilitates purchasing of computer hardware and software and replacements/upgrades of equipment based on product lifecycle or business growth.

  • Maintains detailed documentation of local infrastructure; from the basic software/hardware to copper/fiber wiring diagrams in server rooms.

  • Interacts with internal users to provide daily support of operations with warehouse management systems, transportation management systems, Time & Attendance, Label, Reporting, and in-house ancillary applications.

  • Follow standard desktop support procedures and ITIL framework / best practices.

  • Coordinate and supervise outside service providers (vendors/contractors) as needed.

Qualifications, Education and Experience

  • Bachelor's Degree in Information Systems or related discipline required.

  • Minimum of 5 years of experience directing teams and providing technical support to end users.

  • Minimum of 5 years of experience with ticketing systems,

  • Industry certifications (CompTIA, Microsoft, Cisco, ITIL, IASSC, PMP, Six Sigma) preferred,

  • Experience in multi-site warehousing/distribution/fulfillment operations including Fulfillment, Warehouse Management Systems, scanning and labeling equipment preferred.

Knowledge, Skills and Abilities

  • Must possess strong critical thinking, decision making, and root cause problem solving skills; strong troubleshooting skills.

  • Experience with systems change management processes.

  • Project management experience required.

  • Must be able to deal with ambiguity and be able to "learn on the fly".

  • Must be customer focused and possess a high degree of integrity and trust.

  • Must have strong interpersonal, written, and verbal skills.

  • Must work well in a team environment.

  • Must have a flexible schedule when business needs require it.

  • Knowledge of Warehouse Management (WMS) and Fulfillment systems applications are a plus.

  • Able to earn certifications to operate boom, scissor and fork lifts to access/maintain warehouse mounted network equipment through on the job training. (preferably not afraid of heights).

  • Travel as needed between multiple sites (25% - 50%).

  • Ability to provide off-hours support.

  • Ability to work a rotating on-call schedule.

  • Ability to lift 25lb

Keywords: Saddle Creek Logistics, Atlanta , Technical Services Team Lead, Other , Atlanta, Georgia

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