Description
What's Under the Hood
DriveTime Family of Brands is the largest privately owned used car sales finance & servicing company in the nation. Headquartered in Tempe, Arizona and Dallas, Texas, we create opportunities and improve the lives of our customers and our employees by placing a focus on putting the right customer, in the right vehicle, on the right terms and on their path to ownership.
The DriveTime Family of Brands spans across DriveTime, Bridgecrest and SilverRock. You can find us at the intersection of technology and innovation as we use our proprietary tools and over two decades of industry knowledge to redefine the process of purchasing, financing, and protecting your vehicle.
That's Nice, But What's the Job?
As a Team Lead, you will manage a team of Support Specialists on our Enterprise Service Desk. This role provides day-to-day oversight of our IT technical support operations across the DriveTime family of companies. Your team will be the face of IT and the 1st line of support, ensuring end user's technical difficulties and questions are addressed in a timely manner to limit downtime and increase productivity.
Your responsibilities:
Mange a team of 4-6 Support Specialists
Coach, train, and develop staff, hold weekly 1 on 1s, and complete annual appraisals
Review and evaluate calls and tickets for individual performance and coaching opportunities
Identify call and ticket metrics based on volume, category, and priority
Ensure regular communication to end users and IT partners regarding any business changes
Act as an escalation route for our IT Support Specialists
Build and maintain partnerships with other IT operational teams. Interact with them for escalations and problem resolution
Create user-friendly guides and FAQs for common issues and software applications, as needed.
Create and maintain knowledgebase of support troubleshooting steps, administrative configurations and request/issue workflows
Enforce and monitor security protocols to ensure data protection and prevent unauthorized access
Ensure compliance and updated communication to team with all IT policies and procedures
Your team will be responsible for the following Technical Support:
Provide remote technical phone, email, and chat support to end users by troubleshooting, diagnosing, and correcting problems with operating systems, applications, computers, network-related issues, printers, and other peripherals.
Manage IT service requests and ensure timely resolution while maintaining accurate documentation of issues and solutions.
Communicate effectively with users and vendors of varying technical expertise to diagnose problems, troubleshoot issues, provide solutions, and clarify technical inquiries.
Prioritize and escalate issues as needed to ensure timely resolution and minimal disruption to operations.
Remotely assist with the setup, installation, and configuration of IT equipment such as computers, printers, and peripherals. Ensure proper functioning and integration with existing systems.
Triage, evaluate, and prioritize support tickets that are assigned, while ensuring everyone involved is well informed.
Education & Experience:
Bachelor's degree in Information Technology, Computer Science, or a related field preferred; or a combination of equivalent work experience & professional certifications considered
Minimum of 5 years in an IT Service Desk or support role, preferably within a financial or automotive vertical
Minimum of 3 years of leadership experience
Skills:
Experience with ITSM ticketing system and documentation
Work with minimal supervision
Exhibit strong leader acumen with a drive to improve team and company performance
Strong knowledge of network management, troubleshooting, and configuration
Familiarity with IT infrastructure components, including computer networking principles and device management platforms
Proficiency in software troubleshooting and configuration across various platforms
Proficiency with Windows, macOS, and Linux operating systems
Proficiency in Microsoft Office 365 applications, including Teams, Outlook, Word, and Excel
Experience supporting a Citrix environment and Thin Clients
Knowledge and experience with Azure Active Directory
Preferred Qualifications
Incident management experience
Certification such as CompTIA A+, Network+, Security+, CCNA/CCDA, or Microsoft Certified Solutions Associate (MCSA) is a plus
Duo (any two-factor authentication tool experience)
Okta (any identity management software)
Genesys (any phone system support experience)
Any VPN service experience
Any Remote access software
Key Competencies
Good communicator and collaborator with the ability to explain technical concepts to non-technical users
Strong organizational skills and attention to detail
Excellent interpersonal skills
Resourceful with a knack for problem-solving
Ability to work independently and collaboratively in a fast-paced environment
Team Player with a can-do attitude
Above average multi-tasking ability to answer calls and work tickets simultaneously
Work Location:
2-3 days a week, in Tempe, AZ
Work Shift:
Monday – Friday
Occasional evening and Saturday on-calls shifts
Be available to work flexible hours when necessary to handle urgent IT issues
So What About the Perks? Perks matter
- Medical, dental, and vision, oh my! DriveTime Family of Brands covers a sizable amount of insurance premiums to ensure our employees receive top-tier healthcare coverage.
- But Wait, There's More. 401(K), Company paid life insurance policy, short and long-term disability coverage to name a few.
- Growth Opportunities. You grow, I grow, we all grow! But seriously, DriveTime Family of Brands is committed to providing its employees with every opportunity to grow professionally with roughly over 1,000 employees promoted year over year.
- Tuition Reimbursement. We're as passionate about your professional development as you are. With that, we'll put our money where our mouth is.
- Wellness Program. Health is wealth! This program includes self-guided coaching and journeys, cash incentives and discounts on your medical premiums through engaging in fun activities!
- Gratitude is Green. We offer competitive pay across the organization, because, well… money matters!
- In-House Gym. We want our employees to be the best versions of themselves. So come early, take a break in your day or finish strong with a workout!
- Give Us a Reason (or not), and We'll Celebrate. Regardless of whether there is a holiday or not, we are finding ways to kick back and enjoy each other's company outside of day-to-day work.
- Smart-Casual Dress. Come dressed in jeans (you'll fit right in with the rest of us).
- Paid Time Off. Not just lip service: we work hard, to play hard! Paid time off includes (for all full-time roles) wellness days, holidays, and good ole' fashioned YOU time! For our Part-timers, don't fear you get some time too...vacation time is available - the more you work, the more you earn!
Anything Else? Absolutely.
DriveTime Family of Brands is Great Place to Work Certified! And get this: 90% of our rockstar employees say they feel right at home here. We could spend a lot of time having you read about ALL our awards, but we'll save time (and practice some humility) just naming a few others; Comparably Awards: Best Company for Diversity, Best Company Culture and Best Company Leadership, oh and don't forget Phoenix Business Journal Healthiest Employers (okay, we'll stop there)!
Hiring is contingent upon successful completion of our background and drug screening process. DriveTime is a drug-free, tobacco-free workplace and an Equal Opportunity Employer.
And when it comes to hiring, we don't just look for the right person for the job, we seek out the right person for DriveTime. Buckle up for plenty of opportunities to grow in a professional, fun, and high-energy environment!
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