IT Helpdesk Team Lead

Sonata Software Overview Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services. Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the <Harmoni.AI> Enterprise Platform, which includes AgentBridge-a governance and observability framework; AgentBuilder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents. Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland) . We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space. Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Our 30+years of partnership with Microsoft, and being part of the elite Microsoft Inner Circle, places us among the top 1% of global Microsoft partners. Sonata is now among the first companies to earn the Microsoft Frontier Partner Badge Also, Sonata Software is proud to achieve AWS Premier Tier Status in the AWS Partner Network. Role: IT Helpdesk Team Lead Duration: Full-Time Location: Nashville, TN Role Overview The IT Helpdesk Team Lead will provide technical leadership and support to other team members, applying a higher level of technical expertise to resolve issues. Must occasionally work with minimum supervision to provide phone and remote desktop support. Must effectively communicate with other team members in the IT organization when the need to delegate work is necessary. Occasionally lead and direct the work of support partners, delegating work to them that is critical to company HelpDesk needs. Key Responsibilities · Supervise 24/7 operation of the L1 and L2 support team. · Responsible for ensuring employees are provided effective, efficient, and timely first and second level Telehealth Support on a 7x24 basis. · Completes tasks and manages projects efficiently and on-time. · Perform monthly quality assurance reviews on a sample of Support calls and provide coaching/feedback as needed. · Work with vendor’s supervisory staff to provide training and support to 24 offshore support agents. · Work with the IT managers in creating reporting metrics to identify trending issues. · Work with other Support leads to resolve issues when necessary. · Accurately measure and report performance metrics related to system downtimes and operational impacts due to recurring incidents. · Study incident/request ticket trends to determine innovative ways to reduce recurrences through automation (w ork with peers to determine candidates for automation or triggered workflow) · Take an active part in ensuring that Support Team processes and best practices are followed. · Record critical information in the internal tracking application in order to clearly document the problem, action taken, and end solution for a historical record, monitor and update the status of various customer problems at any given time, provide a medium through which to share knowledge regarding the evaluation and correction of technical problems with other IT staff. · Manage critical issues via Major Incident Response Tracking (MIRT) process. · Assist users with technical issues in patient care systems. · Provide assistance and training to users on information technology systems. · Work with corporate IT staff in responding to issues and take an active part in resolving them. · Occasional work involving installing or trouble shooting network equipment. · Maintain functional and technical specifications and operating documentation. · Identify troubleshooting patterns and/or persistent issues. Recommend training and creative improvements to reduce support calls. Required Qualifications · This position requires a college degree or four or more (4+) years of experience in the systems management or IT customer support. · Current knowledge of PCs, Windows Operating Systems, and Microsoft technologies. · Excellent analytical skills and attention to detail. · Ability to listen and speak with technical and non-technical users, proficiently communicating both verbally and in writing. · Excellent written and verbal communication skills. · Ability to speak and train comfortably, with technical and non-technical users. Proven record of success managing projects to successful completion. Why join Sonata Software? At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law