Lead Administrator; Support &Operations

Lead Administrator (Support & Operations) – Monroe, Michigan, United States

To diagnose and resolve complex technical issues impacting business operations, facilitate root cause analysis and enhance customer feedback for support operations.

• Champion ITIL, security, and data privacy to offer high-quality, well-documented solutions, minimizing risks and maximizing customer satisfaction.
• Provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
• Conduct value-adding activities such as maintenance of a comprehensive Knowledge Base, mentor junior analysts, and deliver training programs for freshers, equipping them with essential skills.
• Contribute to a positive customer experience and high CSAT scores by providing fast, accurate, and secure resolutions, fostering customer trust and satisfaction.
• Proactively identify and address potential security vulnerabilities to protect customer data and prevent security incidents.

A candidate’s pay will depend on skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies.

Benefits include medical, dental, vision, pharmacy, life, accidental death & dismemberment, disability insurance, employee assistance program, 401(k) retirement plan, 10 days of paid time off per year, and 10 paid holidays per year.