Job Profile
About Vista
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.
Your Responsibilities
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:
- Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
- 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 dealing with the InfoSec 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
- Serve as a POC for on-site escalation
Required Skills, Qualifications, and Experience
Required Experience:
- 3-5 years leading small to medium teams.
- Experience prioritizing tickets in a fast-paced environment
- Experience providing support to executive teams.
- Ticketing systems (Jira preferred)
- Escalation procedures
- 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.