IT Support Team Lead

Job Description

IT Support Team Lead

Overview

CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces.  Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover properties, insights and connections that improve their businesses and lives. 

We have been living and breathing the world of real estate information and online marketplaces for over 35 years, giving us the perspective to create truly unique and valuable offerings to our customers.  We’ve continually refined, transformed and perfected our approach to our business, creating a language that has become standard in our industry, for our customers, and even our competitors.  We continue that effort today and are always working to improve and drive innovation.  This is how we deliver for our customers, our employees, and investors.  By equipping the brightest minds with the best resources available, we provide an invaluable edge in real estate.   

We are looking for an experienced IT Support Technical Team Lead to join our team. In this role, you will help manage the productivity of CoStar Group employees by being the main escalation point of contact for information and problem resolution. This is accomplished by possessing a proven track record of managing a technical team to successfully maintain staffing levels, training and certification requirements, problem management and resolution processes and customer satisfaction via SLA and employee management. Great customer service should be your motto by being a self-starter, problem solver and excellent communicator. You can juggle multiple projects each urgent and competing for your time. 

This position is located in Richmond, VA and offers a schedule of 4 days in office and 1 day remote.

Responsibilities

• Ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• As a Player/Coach, provide guidance, assistance, coordination and follow up on client questions and problems or malfunctions of all systems applications, hardware and software installed and maintained by the company.
• Participate in establishing telephone support rotations providing support to employees in offices across the US via remote assistance tools.
• Document problems and solutions in the internal knowledge base.
• Inform upper management of potential problems and identifies problem trends.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• Provide data and reporting of KPI’s and trends to management as needed. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone queue (participating in escalated calls as needed). 
• Analysis of business unit metrics to seek improvements in efficiency and productivity. 
• Any other duties and special projects as assigned

Basic Qualifications

• Bachelor’s Degree required from an accredited, not for profit university or college.  
• A track record of commitment to prior employers 
• 1-2 years of management experience.
• 5+ of experience in corporate IT or Service Desk.
• Experience supporting Windows 10 workstations, Macs, Active Directory, Microsoft Office Suite and Windows File Permissions.

Preferred Qualifications and Skills

• O365 Admin experience
• Experience supporting mobile devices such as iPads, iPhones, etc.

What’s in it for You

When you join CoStar Group, you’ll experience a collaborative and innovative culture working alongside the best and brightest to empower our people and customers to succeed.

We offer you generous compensation and performance-based incentives. CoStar Group also invests in your professional and academic growth with internal training, tuition reimbursement, and an inter-office exchange program.

Our benefits package includes (but is not limited to):

• Comprehensive healthcare coverage: Medical / Vision / Dental / Prescription Drug
• Life, legal, and supplementary insurance
• Virtual and in person mental health counseling services for individuals and family

• Commuter and parking benefits
• 401(K) retirement plan with matching contributions
• Employee stock purchase plan
• Paid time off
• Tuition reimbursement

• On-site fitness center and/or reimbursed fitness center membership costs (location dependent), with yoga studio, Pelotons, personal training, group exercise classes
• Access to CoStar Group’s Diversity, Equity, & Inclusion Employee Resource Groups
• Complimentary gourmet coffee, tea, hot chocolate, fresh fruit, and other healthy snacks

We welcome all qualified candidates who are currently eligible to work full-time in the United States to apply.  However, please note that CoStar Group is not able to provide visa sponsorship for this position.

CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing.

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CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing