Team Lead, Information Technology Infrastructure
Location:
Newark , New Jersey
Posted:
November 23, 2017
Reference:
7999340
Prudential is seeking an IT desktop and application support specialist/technical team leader.  The team leader provides the leadership and support for a team of associates within an operations environment, under the guidance and leadership of other department managers.  They are accountable for the team?s overall performance, as measured by several production and quality indicators.
 Responsibilities will include:
 
  • Provide support and assistance to the manager in meeting the key objectives of the End User support team as well as the objectives of our business partners, including but not limited to, managing workload, call volume, providing excellent customer service as well as providing technical leadership to end user support technicians.
  • Leads and motivates others to attain team and department goals.
  • Develops team members to improve team and individual skills.
  • Available to the team members for questions, feedback and answers.
  • Provide backup support for GBTS Help Desk.
  • Staff the GBTS tech café?s across Prudential sites.
  • Provide support to remote sites via remote control tools as well as provide in home support when requested.
  • Provide ?Hot hands? for GBTS network operations, network engineering and voice operations teams.
  • Create and maintain automated utilities and processes including PC build automation and costumer facing request systems.
  • Manages work load and ensures the most effective and efficient service and in accordance with existing policies and procedures.
  • Acts as the technical lead for the team in resolving issues.
  • Monitors service levels to ensure quality and productivity standards are met.
  • Monitors the follow up process and gives monthly one on one feedback with team members.
  • Identifies opportunities for continual process improvement - monthly meetings with team and consistent visibility on the floor will increase the chance of the team leader identifying opportunities for process improvements.
  • Provides back up support for the team when required.
  • Provide training for the team with focus on continuous improvement and development.
  • Attends weekly/monthly department meetings.
  • Analyze customer satisfaction data.
  • Effectively communicates updates in processes & procedures to team and ensure timely updates to documentation.
  • Displays effective oral, written and interpersonal communication skills.  Is capable of interacting with all levels of Prudential associates.
  • Displays strong organizational skills with the ability to prioritize and multi-task. 

A little about us:
Our support of the military includes providing civilian employment opportunities to transitioning service members and military spouses.

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