Technical Support Services, Team Lead - (Alpharetta, GA)

• As team leader under managerial supervision, formulates/plans outlining steps required to deliver efficient and premium quality IT support to external client end-users, meeting all established service level agreements • Document production incidents and requests according to Service Desk procedures • Lead others or perform 3rd-level support for end-user reported problems relating to the RPOS application • Lead others or perform intermediate troubleshooting for hardware, software, services, and communication problems for assigned clients and area(s) • Lead maintenance of knowledge databases to troubleshoot and service end-user reported problems and requests • Monitor end-user reported problems to identify potential areas requiring further intervention, and communicate to appropriate personnel • Perform technical testing of technology solutions • Review and update technical support documentation to ensure details is complete and accurate • Train end-users on basic functional use of R