Lead Technical Ops Support Technician - ICMA-RC dba MissionSquare Retirement

Join a great place to work with MissionSquare Retirement, a FINANCIAL SERVICES LEADER in public sector employee retirement products and services. Headquartered in Washington, DC, MissionSquare Retirement was founded to provide portable retirement benefits for city and county managers, enabling accumulated retirement assets to be transferred between employers. Today, MissionSquare Retirement serves more than 1.5 million participant accounts, and more than 9,000 retirement plans across the country. We have an extraordinary talent base and invite you to consider joining MissionSquare Retirement's Technology Team.

The Lead Technical Ops Support Technician leads a Service Desk team that provides tier 1 and 2 technology services to MissionSquare employees, including hardware and software support, account management, and business application support. This position oversees all Service Desk staff and ensures end users receive timely and appropriate assistance.

Essential Functions for this role include:

• Responsible for developing the Service Desk team, creating and maintaining a superior customer service experience, meeting and exceeding Service Level Agreements (SLAs), overseeing the support of all desktops/laptops, supporting Windows networks and workstations, and reporting key metrics.
• Develop, implement, and continually refine and improve Operations, Service Desk, procedures, standards, and policies to conform to best practices and SLAs that outline how problems are identified, documented, assigned, and corrected.
• Identify, measure, benchmark, analyze, and perform regular reviews of capacity reports, scorecards, and Help Desk performance metrics, e.g., availability, ticket volume, resolution rate, time to respond, time to resolution, change volume and customer survey results. Analyze results for trends, process improvement opportunities, and staff training needs and take appropriate action to improve results.
• Coordinate with other departments and business stakeholders on technology deployments, system upgrades, and maintenance outages. Communicate maintenance schedules, operational issues, and impacts to ISTO management and business users.
• Assist with customer inquiries and escalations as needed.
• Participates and manages desktop recovery, problem determination, and resolution during Disaster Recovery exercises.
• Other duties as assigned.

If you have the following skills, we encourage you to apply:

• Bachelor’s degree or equivalent experience

• Certifications required: MCSE, CNA, Hardware Certifications, Help Desk Institute, ITIL

• Five to seven years of experience.
• Knowledge of Internet, MS Office suite, and Symantec Antivirus
• Knowledge of Windows Operating System environment and related tools such as Group Policies, Microsoft Console Management, and desktop / laptop imaging (Symantec Ghost). Novell Operating System environment and related tools such as Zenworks, and ConsoleOne
• Knowledge of Meantime between failure (MTBF) and Meantime to Repair (MTTR)
• Experience with remote access software such as Citrix and SecureClient. Proficiency in networking skills (LAN / WAN) for troubleshooting connectivity problems.
• Excellent customer service and interpersonal skills using tact, patience and courtesy.
• Ability to recognize priority issues and escalate; accordingly, ability to translate technical terms into non-technical language. Excellent writing skills for maintaining technical documentation.
• Knowledge of Call tracking in ServiceNow.
• Ability to manage a Call Center / HelpDesk.
• Knowledge of reporting tools.
• Knowledge of Inventory process and related software tools such as BarScan

 To benefit your career and support your wellbeing, we offer:

• Competitive Total Rewards (compensation and benefits) package, including 401(k) Plan with matching contributions
• Varied incentive plans
• Flexible/Hybrid work schedules
• Wellness programs
• Tuition reimbursement
• Professional and career development courses
• Mentoring programs
• Volunteerism program 

 As a company, MissionSquare Retirement is an Equal Opportunity Employer. We strive to create an environment that reflects the value and diversity of our employees and fosters respect among them. We believe that talent from diverse backgrounds will further enhance our ability, and mission, to serve those who serve their communities.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, or any other protected classifications under any applicable law.