Lead Tools Support Engineer - Genesis Aspire Partners

Overview

The Lead Tools Support Engineer plays a pivotal role within the organization, responsible for overseeing and providing technical support for various tools and software systems used in the company. This position is crucial in ensuring the efficient functioning and maintenance of essential tools that support different teams and functions across the organization.

This role is 6 Months Contract to Hire!

Key Responsibilities

Lead the tools support team in providing technical assistance and guidance to users experiencing difficulties with tools and applications.

Develop and implement strategies to optimize the performance and usability of tools and systems.

Collaborate with cross-functional teams to identify, troubleshoot, and resolve tool-related issues.

Create and maintain documentation for tools, including user guides, troubleshooting procedures, and best practices.

Manage and prioritize incoming support requests, ensuring timely resolution and clear communication with users.

Conduct regular reviews of existing tools and systems to identify areas for improvement and enhancement.

Coordinate with vendors and internal stakeholders to evaluate, procure, and integrate new tools and technologies.

Lead the implementation of tool upgrades, patches, and enhancements, ensuring minimal disruption to operations.

Provide training and mentorship to team members, fostering a culture of continuous learning and development.

Participate in the testing and validation of new tools and system functionalities before deployment.

Contribute to the strategic planning and roadmap for the evolution of tools and systems within the organization.

Stay current with industry trends and best practices in tools and software support to drive innovation and efficiency.

Ensure compliance with security and data privacy requirements in the management of tools and systems.

Act as a point of escalation for complex technical issues and coordinate resolution with internal and external teams.

Proactively identify opportunities to automate and streamline tools support processes and workflows.

Required qualifications

Bachelor's degree in Computer Science, Information Technology, or related field.

Proven experience in a technical support or systems administration role, with a focus on tools and applications.

Demonstrated leadership and team management experience, including coaching and performance management.

In-depth knowledge of scripting languages and automation tools for managing and supporting software systems.

Strong understanding of ITIL or other service management frameworks.

Ability to analyze complex technical issues and provide innovative solutions in a fast-paced environment.

Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.

Experience in evaluating and implementing third-party tools and integrations to support business objectives.

Proficiency in system monitoring and performance optimization techniques.

Familiarity with Agile methodologies and project management concepts.

Certifications such as ITIL, CompTIA, or similar relevant credentials are a plus.

Strong commitment to continuous improvement and learning, with a focus on staying abreast of emerging technologies in the tools space.

Ability to prioritize and manage multiple concurrent initiatives while maintaining a high level of attention to detail.

Experience in a regulated industry, such as healthcare or finance, is advantageous.

Proven track record of driving process enhancements and operational efficiencies through innovative tools and technology solutions.