Major Duties and Responsibilities: Communicates in an articulate, professional, and courteous manner - written and verbal. Oversight of Technical Analysts coordinating service tickets including entering, assigning, updating, and escalating tickets. Provides front line phone support for users calling into the ServiceDesk for overflow, vacations, etc. and acts as an escalation point for service tickets Manages various vendors for additional IT support and/or escalation when needed. Responsible for maintaining physical technology assets including servers, switches, laptops, desktops, tablet, and other IT hardware. Performs escalated troubleshooting of network, server, and other infrastructure hardware as appropriate. Performs escalated application administration and support where appropriate. Development and upkeep of IT procedures and documentation. Routine review of system(s) security and audit reporting. Serves as an IT communication person (communicating to users during an outage etc.). Develops and maintains end-user metrics and reporting (ticketing stats etc.). Leads infrastructure related projects. Assists with routine user access auditing and management. Participates in annual DR/Business Continuity exercises. Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Other duties as assigned. Supervisory Requirements: Manages Technical Support Analysts Manages Network Engineers Manages wide array of third-party vendors Minimum Qualifications: Excellent customer service skills. 2+ years in management, supervisory, or team lead role. Good verbal and written communication skills. 3+ years supporting Windows Server and Active Directory. 2+ years supporting VMware and/or Hyper-V infrastructure. Strong understanding of Windows 10 and Microsoft productivity tools (Office, Teams, SharePoint). Experience with LAN/WAN environment including communication lines, firewalls and SDWAN. Strong ability to work independently, problem solve, collaborate, and present solutions. Education/Experience The ideal candidate should have a bachelor's degree in Information Technology or 3-years commensurate experience in the field of computer science or information systems. Experience in finance or mortgage-based industries is a plus. Experience with Microsoft Azure a plus.This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.