IT Support Team Lead

Vista Global Holding provides worldwide business flight services. A global group headquartered at the DIFC in Dubai, Vista Global integrates a unique portfolio of companies offering asset-light services to cover all key aspects of business aviation: guaranteed and On Demand global flight coverage; aircraft leasing and finance; and cutting-edge aviation technology.

This position is for an IT Support team lead based in the U.S., Columbus OH office. He/she will be responsible for ensuring that IT Support is delivered with a high level of customer service effectively and efficiently.

ESSENTIAL FUNCTIONS include the following but are not limited to:

• On-boarding of new hires within the team related to IT needs and requirements and ongoing training of the IT Support team.
• Responsible for the ‘business as usual’ workload of IT Support.
• Creation of team rotations (floorwalkers, on-call, weekend/holiday coverage, etc.).
• Department reporting.
• Ticket and queue management via JIRA, including monthly inspection of tickets and results for quality purposes.
• Reduction and sustained processing of backlogged and breached SLA Tickets.
• Closure of support tickets to decrease the load on Level 1 and 2 teams.
• Lead the team’s daily handover call and produce handover reports.
• Weekly end-user support meeting.
• Establish working procedures between IT Support and other support teams.
• Critical problem management - following up and managing the problem until it is resolved in production environments.
• Incident management - ownership of incident and team engagement and communication of incident to Senior IT and business management.
• Validate KB procedures and contribute to captured learning.
• Reducing workload by reviewing activities and identifying opportunities for automation.
• Liaise with other departments to ensure scheduled maintenance is communicated with end users.
• Work alongside and participate in team senior meetings.
• Be aware of cyber security and deal with the Info Sec department, making a conscious effort to work in a safe, controlled environment always.
• Always ensuring a high quality of customer service, liaising with businesses to ensure consistent quality of service.

Supervisory Responsibilities:

• Lead the on-site team.
• Prioritize and assign tickets.

Required Experience:

• 3-5 years leading small to medium teams.
• Experience prioritizing tickets in a fast-paced environment.
• Experience providing support to executive teams.
• Able to communicate complex technical terms to non-technical teams.

QUALIFICATIONS:

Bachelor’s degree in computer science or related field OR equivalent experience.

TRAVEL:

Occasional travel - may be required to travel to domestic or international sites occasionally.