Technical Services Team Lead
Company: Saddle Creek Logistics
Posted on: June 12, 2021
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
Growing our family since 1966. Will you join us?
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.
Accountable for outstanding customer service to all external and
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
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
Maintains detailed documentation of local infrastructure; from
the basic software/hardware to copper/fiber wiring diagrams in
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 /
- Coordinate and supervise outside service providers
(vendors/contractors) as needed.
Qualifications, Education and Experience
Bachelor's Degree in Information Systems or related discipline
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
Must be customer focused and possess a high degree of integrity
Must have strong interpersonal, written, and verbal skills.
Must work well in a team environment.
Must have a flexible schedule when business needs require
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
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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