IT Support Lead

The Opportunity:

The individual in the role of Team Lead, IT Support will be the supervisor of up to 10 members of staff, manage the business’ on and offboarding process, as well as participate as an active member of the team. Arrange and provide training to the junior members of the team, manage the ticket queue, adequately prioritize and review our open requests. The role will work closely with the IT Support Manager to support improving ticket life, response times and customer satisfaction metrics.

• Office Location: Pittsburgh, PA
• Must be able to go into this office 2 days/week (Hybrid)

What you’ll do:

• Oversee the day-to-day operations of ACA’s IT Support Team
• Supervise the IT Support Associates and IT Support Administrators within the team
• Handle technical IT support requests
• Review unassigned tickets and assign them to the correct IT Support Administrators
• Function as an escalation point for support requests
• Mentor and provide support, advice and training to IT Support Administrators
• Review Urgent, High, Normal and Low support requests to ensure they are meeting SLA guidelines

To qualify for the role you must have:

• Knowledge of O365 Administration – Azure, Endpoint Manager/Intune, Exchange, MS Teams & SharePoint
• 1+ years’ experience in Tier 1 technical support
• 2+ years’ experience in Tier 2 technical support
• 2+ years’ experience of managing staff members and to be familiar with the Annual Review process
• Experience delivering remote training to team members
• Experience with Windows Operating Systems

Ideally, you’ll also have:

• Bachelor's degree in CS / MIS or relevant experience preferred
• Technical Certifications (MCSE, A+, MCP, Network+, etc.) preferred
• Sufficiently IT literate to make effective use of the applications and systems required to be an effective Team Lead
• Knowledge of Cloud applications preferred

Skills and attributes for success:

• Leadership skills and comfortable with managing a team  
• Required Skills and Attributes 
• Leadership skills and comfortable with managing a team  
• Demonstrated professional integrity 
• Dependable, flexible, and adaptable to new ACA initiatives and changing client needs 
• Ability to work well under pressure and at a high work rate 
• Ability to work independently, multi-task and prioritize effectively 
• Ability to establish and maintain effective working relationships with colleagues and clients 
• Highly motivated and goal oriented; proactive in one’s own education and career progression; volunteers for and shows initiative on both internal and external projects and tasks 
• Dedicated to upholding ACA’s high-quality standards and customer service focus 
• Strong organizational and problem-solving skills with attention to detail 
• Strong oral and written communication skills 
• Understands IT team’s goals, and how they impact the company. Understands impact of their work on IT team and goals 

Preferred Licenses and Certification(s):

• Microsoft Office Specialist Certifications, CompTIA A+, CompTIA Security+, CompTIA Network+

Supervisory Duties Summary:

• Supervise, train, evaluate, oversee, and provide feedback to IT Support Associates and IT Support Administrators

What working at ACA offers:

We offer a competitive compensation package where you’ll be rewarded based on your performance and recognized for the value you bring to our business. Our Total Rewards package includes medical and dental coverage and 401(k) plans, and a wide range of paid time off options as well as a flexible work environment. You’ll also be granted time off for designated ACA Paid Holidays, Summer Fridays, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. We also offer unique benefits such as Student Debt Forgiveness and Pet Insurance.

About ACA:

ACA Group is the leading governance, risk, and compliance (GRC) advisor in financial services. We empower our clients to reimagine GRC and protect and grow their business. Our innovative approach integrates consulting, managed services, and our ComplianceAlpha® technology platform with the specialized expertise of former regulators and practitioners and our deep understanding of the global regulatory landscape.

What we commit to:

ACA is firmly committed to a policy of nondiscrimination, which applies to recruiting, hiring, placement, promotions, training, discipline, terminations, layoffs, transfers, leaves of absence, compensation and all other terms and conditions of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.