Carollo Engineers is an internationally recognized environmental engineering firm that specializes in the planning, design, and construction of water and wastewater facilities. We are seeking an Information Technology Support Lead to help monitor work to ensure team and departmental goals are met along with providing support and mentoring to the support team.
At Carollo, you’ll make an impact on an organization that does meaningful work, fosters a collaborative team culture, and creates a diverse, inclusive environment where you feel like you belong. You’ll work alongside a collaborative and dynamic team of professionals who are genuinely passionate about our work. Carollo’s vision is to be the BEST water consulting firm, and you’ll find that Carollo is also the best place for you to build your career.
Responsibilities The Tech Support Lead has overall ownership technical accountability for all frontline/end-user functions including but not limited to - PC/Laptop Support, Help/Service Desk, Software and Tools, Printer/Plotter & Peripherals, Tablet/Mobile Device Support, Regional and Local Office IT coverage, Conference Room Support (audio, video, projector, screen, other), local office IT Room operations, office move/add/changes and other IT/Tech services as warranted. The Lead is responsible for leading a team of non-exempt employees that, as part of the Technical Support team within IT, provide regional IT support and service to end users. Management responsibilities include handling/managing technical projects/tasks, guiding/mentoring and training staff (direct reports) and monitoring work to ensure team and departmental goals are met; evaluating performance, providing guidance, reward/appreciation as well as reviewing proactively to address complaints, non-performance, and work or productivity slippage challenges and resolve problems. Communicate effectively up (IT Mgmt. and above), laterally (IT peers), and down (staff) as necessary. The Lead will also be expected to contribute directly by providing both hands-on and remote technical support for end-user desktop devices to end users, supporting a variety of technical issues including hardware/software/application/tools support, break/fix for hardware, laptops, tablets and other devices, printers/scanners/copiers/plotters, support network connectivity, AD, LAN/WAN, TCP/IP, wireless and remote access VPN, MS Office Suite support. This position reports to the IT Service Delivery Manager.Ensure self and team support and service end-user desktop and laptop computer requests and IT-related issues/problems in a responsive, customer service-oriented manner. Oversee to achieve success in essential IT functions - Configure, install, setup computer desktop hardware, software, applications, and tools, including management and maintenance; monitor backup jobs and ensure a high level of completion success rate.Day-to-day operations of the Tech Support team to maintain adequate levels of end-user satisfaction and appreciation for ground-level IT support. Act as an escalation point and follow through with communication (internally and externally); keep IT Management and peers apprised of situations.End-user communication for incidents/outages/upgrades and other events (as deemed necessary or relevant).Provide input and recommendations for the acquisition, deployment, adoption, usage, operations, maintenance, and management of desktop hardware and software technologies & tools.Initiate, train, and enforce new processes and procedures; create review, update, and upkeep documentation (including How-To, Self-Service Guidelines, Policy, and Procedure documents).Develop and monitor performance levels of software and hardware; evaluate, recommend, and propose alternative methods of information processing; develop and maintain information architectures (data, application, network), ensuring applications and systems are online and available.Installation, troubleshooting, and support for desktop and laptop computers and all aspects of various Microsoft Windows operating systems; train end-users on IT-related equipment and software/tools. Qualifications Hands-on IT Operations or Support background with a broad understanding of Foundational IT technologies.10-15 years of work experience in Information Technology.Handle and manage technical projects and tasks.Guide, mentor, and train staff.Monitor work to ensure team and departmental goals are met.Evaluate performance, provide guidance, and address complaints or productivity issues.Communicate effectively with IT management, peers, and staff. Preferred Qualifications Experience with contract and vendor negotiationsExperience with Computer Aided Design (CAD), Engineering, 3D/Modeling, and Graphics software applications and tools (Bentley ProjectWise, InRoads, AutoCAD, Autodesk, InDesign, iPlot, MicroStation, Sketchup, etc.) a significant plus.Experience with Windows 10/11, Microsoft Teams, MDM, Intune, MFA, Mac OS, and Microsoft Office 365 a plus.Office Moves a plus. Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate information security and risk-related concepts to technical and non-technical audiences at various hierarchical levelsExcellent stakeholder management skillsExcellent analytical skills, the ability to manage multiple projects under strict timelines, as well as the ability to work well in a demanding, dynamic environment and meet overall objectivesProject management skills: financial/budget management, scheduling and resource management Other Compensation and BenefitsCarollo is committed to providing employees with a competitive, comprehensive benefits program that provides the care employees and their families need to lead healthy, productive lives. Carollo’s benefits package includes paid time off and holidays, comprehensive health insurance coverage, pre-tax savings account options for healthcare, dependent care and commuter expenses, disability insurance and life insurance options for you and your dependents. We also offer free Caregiver Support, Travel Assistance, counseling services and discount programs. Other compensation that may be available includes: 401(k) company contribution matching, tuition reimbursement, discretionary bonuses, career advancement bonuses, professional registration bonuses, employee referral bonuses, and compensatory time for exempt employees. Flexible work arrangements may also be available.
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