Support Technician Lead - John W Danforth Company : Job Details

Come join John W. Danforth Company, one of the largest mechanical contractors in the Northeast! We are an employee-owned company and believe our greatest asset is our people. We are looking for team members who are passionate about delivering industry-leading experiences to our customers and supplying turn-key solutions for any HVAC, refrigeration, critical environment, custom metal fabrication, energy performance, or specialty mechanical project. As the Support Technician Lead, you will be responsible for providing leadership, guidance, and mentorship to the support team. You will oversee the day-to-day operations of the support team, act as a point of escalation for complex support issues and ensure that service level agreements are met.Are you a strategic thinker with the ability to balance multiple responsibilities? Do you have a knack for solving technical issues? If you want to play a crucial role in organizational decision-making and have a significant impact on the company's technological advancements and overall success, this is the opportunity for youWhat We Offer:

• Danforth invests in you and your future with directed employee engagement, team support, career development, and mentoring.
• We are a professional organization offering quality benefits including:
  • Medical, dental, disability, and life insurance
  • 401(k) and ESOP with generous profit-sharing/matching contributions
  • Competitive PTO, holidays, and other financial incentives

What We Ask of You:

• Provide leadership and direction to the support team, including support specialists and technicians
• Oversee the resolution of technical issues, ensuring timely and effective support for end-users
• Help others resolve complex support issues and coordinate with other IT teams to resolve technical issues and implement solutions
• Work with the Support Technician Team to ensure service level agreements are met
• Develop and maintain support documentation, knowledge-based articles, and training materials
• Conduct performance evaluations, provide feedback, and identify opportunities for skills development within the support team
• Collaborate with stakeholders to gather feedback, identify areas for improvement, and implement process enhancements
• Stay informed about technology trends and best practices in technical support to continuously improve service delivery

Experience & Competencies:

• Bachelor's degree in information technology, computer science, or related field
• Minimum of 5 years of experience in IT support roles, with at least 2 years in a leadership or supervisory position
• Strong technical knowledge of hardware, software, and network troubleshooting
• Excellent communication and interpersonal skills, with the ability to interact effectively with end-users and stakeholders
• Experience with ITIL or other IT service management frameworks is preferred
• Certifications such as CompTIA A+, Network+, or ITIL Foundations are desirable
• Must have the integrity, enthusiasm and willingness to represent company in the most professional, positive manner

Danforth offers a competitive benefits package for eligible employees including medical, dental, vision, life, disability, paid time off, 401(k), with company match, and participation in our Employee Stock Ownership Plan (ESOP). The estimated compensation range for this role is $70,000-$85,000. This range is based on several factors, including individual education, qualifications, training, prior work experience, and work location. John W. Danforth Company is an equal opportunity employer and is committed to a workplace free from discrimination. All employees and applicants for employment will be considered without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.