IT Business Services Team Lead

Level 3 IT Business Services Team Lead

Who We Are

Solera is a global leader in data and software services that strives to transform every touchpoint of the vehicle lifecycle into a connected digital experience. For more information, please visit solera.com. 

The Role

This role is based on-site in Westlake, TX. The ideal candidate will be passionate about leadership, highly motivated, experienced in IT support and leading an IT team, have effective communication skills (both verbal and written), proactive, takes initiative, thinks creatively and loves to inspire and empower others. The role encompasses all activities and technologies related to a leading-edge enterprise office environment. There is no such thing as a typical day, as each day will be different. Some days will be easy, and others more challenging.

What You will Do

Core Requirements

-Train, people-manage and mentor Level 3 IT direct reports.

-Support the end-user community, both in office and remote. 

-Manage escalations for the Level 3 IT team in the US.

-Provide advanced troubleshooting for software and hardware issues on multiple platforms (macOS, Windows 10/11, iOS, and Android).

-Support of all Solera entities.

-Support the office technology platforms, including wireless and wired networks, conference room technology (Zoom and Microsoft Teams), automation systems, and AV streaming technology.

-Provide white-glove IT support for executives, as well as at marketing events held in the office or other locations.

-Asset management (managing the lifecycle of IT equipment from procurement to e-waste).

-Leverage vendor support wherever possible to offer the best solution quickly.

Must-haves:

Minimum of 1 year experience with managing people and direct reports for an IT team.

Minimum of 2 years macOS & iOS support experience in a corporate environment.

Minimum of 5 years Windows 10/11 support experience in a corporate environment.

Strong basic and advanced troubleshooting skills.

Experience with Office 365 administration (Intune, Entra ID (formerly Azure AD), SharePoint, Exchange, etc.).

Experience with Active Directory or similar tools like ADManager.

Creative thinking (thinking “outside the box”) and resourcefulness. 

Effective communication skills, both verbal and written.

Strong documentation abilities.

Experience with the full Office 365 suite.

Prior experience with Zoom and Microsoft Teams conferencing.

Experience with common ticketing systems, like Jira or ServiceNow, with SLAs and KPIs tied to them.

Local to the Westlake, TX area, with the ability to travel at short notice, when required. 

Able to prioritize based on impact and urgency.

Desirable

Experience with asset management tools and processes.

Experience with directly supporting executives (Senior VP levels and higher).

Wi-Fi and LAN troubleshooting.

Experience with ISO audit preparation and remediation.

Experience collaborating with different departments.

Experience working with 3rd party vendors for support.

All other related and/or additional responsibilities that may be required or assigned.

EQUAL OPPORTUNITY EMPLOYER
SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.