Lead and manage the IT team, ensuring high performance, discipline, and professionalism. Supervise and mentor help desk and system administrator staff, providing training and support. Conduct regular training sessions to enhance team skills and knowledge in customer service best practices and proper procedures for meeting security policy. Oversee all supervisory activities including selection, training, evaluation, counseling, and recommendations for dismissal. Foster a culture of continuous improvement and accountability within the team.Under general direction while focusing on customer service, perform Windows, Mac and Linux computer systems installation, configuration, administration, maintenance, trouble shooting, and end-user support for workstations, servers, laptops, and virtual machines.Oversee the ticketing system to ensure timely and accurate resolution of support requests, incidents, and escalations, prioritizing customer satisfaction. Serve as the first-tier escalation points for non-technical ticket resolution. Develop and implement strategies to enhance customer service delivery across all IT functionsIdentify and implement process improvements to enhance service delivery and efficiency in deploying and maintaining engineering/scientific software applications on end-user computer systems. Collaborate with other departments to understand their IT needs and provide tailored solutions.Assist with computer systems audits for compliance with established information assurance policies and configuration guidelines.Monitor, analyze and present service metrics to management regarding ticket volume and complexity, response and resolution times, and escalations. Provide recommendations to enhance efficiency and customer satisfaction.Document computer system configurations. Maintain computer hardware/software inventories.Other related functions as assigned.