IT Support Technical Team Lead
Job Description
IT Support Team Lead
Overview
CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world's real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives.
We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers. We've continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors. We continue that effort today and are always working to improve and drive innovation. This is how we deliver for our customers, our employees, and investors. By equipping the brightest minds with the best resources available, we provide an invaluable edge in realestate.
We are looking for an experienced IT Support Technical Team Lead to join our team. In this role, you willhelp manage theproductivity of CoStar Group employees by beingthe main escalation pointof contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employeemanagement. Greatcustomer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time.
This position is located in Washington, DC and offers a schedule of 4 days in office and 1 day remote.
Responsibilities
Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
As a Player/Coach, provide guidance, assistance, coordination and follow up on client questions and problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
Participate in establishing telephone support rotations providing support to employees in offices across the US via remote assistance tools.
Document problems and solutions in the internal knowledge base.
Inform upper management of potential problems and identifies problem trends.
A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
Provide data and reporting of KPI's and trends to management as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed).
Analysis of business unit metrics to seek improvements in efficiency and productivity.
Any other duties and special projects as assigned
Basic Qualifications
Bachelor's Degree required from an accredited, not for profit university or college.
A track record of commitment to prior employers
1-2 years of management experience.
5+ of experience in corporate IT or Service Desk.
Experience supporting Windows 10 workstations, Macs, Active Directory, Microsoft Office Suite and Windows File Permissions.
Preferred Qualifications and Skills
O365 Admin experience
Experience supporting mobile devices such as iPads, iPhones, etc.
What's in it for You
When you join CoStar Group, you'll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.
We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.
Our benefits package includes (but is not limited to):
Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
Life, legal, and supplementary insurance
Virtual and in person mental health counseling services for individuals and family
Commuter and parking benefits
401(K) retirement plan with matching contributions
Employee stock purchase plan
Paid time off
Tuition reimbursement
On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes
Access to CoStar Group's Diversity, Equity, & Inclusion Employee Resource Groups
Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks
We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply. However, please note that CoStar Group is not able to provide visa sponsorship for this position.
This position offers a base salary range of $88,000- $115,000 based on relevant skills and experience and includes a generous benefits plan.
CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.
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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing