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Team Lead, IT Site Support- Knoxville, TN

Req ID#:  245013

Knoxville, TN, US, 37922

Team Lead, IT Site Support- Knoxville, TN

Information Technology

Learn, Lead & Grow at Sitel Group®

 

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.   

    

  • GROW AS YOU GO. We invest in you, with internal programs, training, and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills, and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.   

  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.   

  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.   

  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.   

  • MAXIMIZE YOUR EXPERIENCE. We value open, honest, and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences, and feedback to shape and drive the future of Sitel Group®.   

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.   

    

Learn more at www.sitel.com and connect with us on Facebook, LinkedIn and Twitter.   

Job Summary

 

As the Team Lead of IT Site Support you will be responsible for overseeing a group of specified clients and will be assigned a support group (Site IT Team members) who will coordinate the daily activities in the Knoxville location. 

You will be working in an extremely fast paced environment and must be able to flex and adapt to rapid change in both business needs and technological advancement.  Multiple team members will be going to you for guidance on how to resolve concerns raised by external clients, Sitel IT, agents, and/or our Operational functional partners.

You must have strong communication and decision-making skills to be able to direct your team on how to resolve the concerns, prioritize tasks, distribute workload to the team to make deadlines, help resolve any resource challenges, and escalate appropriately due to tight time frames. 

 

Primary Job Responsibilities

 

  • Full responsibility for the operational maintenance and services across the IT environment and provide day to day IT operational decisions, technical support, and escalation support for the sites, support team, and clients assigned. 
  • Manage the day to day site IT team members from a dotted line perspective and partner closely with the Regional Manager.  In addition, provide feedback to the regional manager for the performance of your support team members for all performance reviews.     
  • In addition to the management responsibility, this will be a hands-on role maintaining the functions of the site, and be 24x7on-call incident management support,   remote-hands support for Network, Telephone, Server, QA and application engineers to ensure high system uptime and end user satisfaction in a call center environment.
  • Meet regularly with the Philippine & India IT support leaders to drive enhancements to enhance the service levels for our customers via all channels, and share with their support teams (example, phone, chat, self-service, etc).
  • Attend and represent their support team / clients on the daily operational call, security audits, and help manage additional projects and/or sites to help achieve service levels.
  • Assist with the queue management, inventory mgmt., tech documentation, monthly business reviews, and delegate out the tasks for the queues, projects, etc.

 

 

Primary Job Responsibilities

 

  • Assisting with ensuring all inventory processes and all equipment in-center and at home are following the proper inventory procedures.  
  • Oversee and manage all shipping, returns, and coordinating the schedules for shipments with the local and global team members. 
  • Partner with the logistics team to coordinate the delivery and tracking of IT equipment that is going to a Sitel at home user or returning from a Sitel at home user.   
  • Assist with resolving equipment issues, working with vendors on warranty claims, handle escalations, etc.
  • Build a strong relationship with our Philippine & India IT support teams to ensure their support team can be an escalation point to drive first chat and/or call resolution for our customers. 

 

Skills/Knowledge/Abilities

 

  • Comfortable taking the lead and delegating the workload to the support team, while maintaining good communication with the business.
  • Excellent troubleshooting and customer service skills; ability to multi- task and take initiatives with minimum direction; team player.
  • Ability to take initiatives with minimal direction and lead an IT support team.
  • Ability to analyze, document and develop solutions.  Drive problem resolutions and new client processes.  Partnering with other support teams to identify solutions that will benefit all teams involved, and then implement the proposed changes within their support team.
  • Competent to train new hires, analyze and formalize process improvements, work with all areas of the organization.
  • Responsible for training, supervising the maintaining service levels for specific Support team, Sites, and clients assigned.
  • Building & imaging Hardware, with a working knowledge of Microsoft SCCM (Preferred)
  • Virtual / Remote troubleshooting (Advantageous)

 

​​​​​​​

Skills/Knowledge/Abilities

 

  • Follow and enforce corporate policies and procedures maintaining and enforcing the highest standards of security as set out by the corporation
  •  In depth knowledge of Windows Operating Systems and Microsoft Office; A+ Certification; LAN and WAN networking skills needed for troubleshooting (NIC’s, hubs, routers, switches); knowledge of tape backup and restore procedures and applications anti-virus procedures and application knowledge necessary; PC image creation and updating knowledge required. 
  • Experienced in defining and supporting change management efforts, with the ability to identify and analyze organizational impacts for internal stakeholders affected by new initiatives
  • Ability to think strategically and create, recommend and execute on Technology service improvements in collaboration with peers in Enterprise and Divisional Technology areas
  • Strong problem-solving skills, able to readily tackle and assist in resolution of high priority incidents impacting business operations
  • Laptop, PC, DNS, DHCP, Active Directory, Win 10 support experience (Essential).
  • Problem-solver with demonstrated advanced knowledge of field.

 

Experience

 

  • Minimum of 2 years’ experience in similar capacity recommended
  • Proven IT skills within a desktop support (2nd level role) is very advantageous, as is experience in a call center environment
  • Previous onsite engineer or similar experience would be very advantageous
  • Knowledge of the call center and BPO business is also very advantageous

 

Education and Certifications

 

  • AAS in Computer Science is desired or equivalent combination of education and experience
  • MCSE preferred 

 

 

 

         #LI-LK1

Team Lead, IT Site Support- Knoxville, TN


Nearest Major Market: Knoxville

Job Segment: Social Media, Manager, Computer Science, BPO, QA, Marketing, Management, Technology, Operations, Quality

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