Role and Responsibilities:

Own and resolve all technical escalations within the IT team that are unable to be solved by less experienced team members

• Conduct in-depth root case analysis for major incidents and outages
• Identify gaps in processes and procedures as part of the RCA process and implement solutions to close those gaps
• Collaborate with project teams and stakeholders to ensure a seamless integration of new technologies and systems
• Provide insights from a user support perspective during the planning and implementation of IT projects
• Evaluate new technologies and solutions that align with IT goals and directives
• Provide leadership within the IT Support team, guiding and mentoring junior staff members
• Stay current with industry trends, emerging technologies, and best practices in IT Support
• Pursue relevant certifications and training to maintain a high level of expertise
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