Job Purpose

This role is a critical member of the IT Operations team working closely with C-Level leaders across cross-functional teams increasing customer satisfaction to create a delightful customer experience. This role also leads a team that will provide technical support to end-users. The team is responsible for all desktop-related items including the deployment of new laptops (Windows and Mac) as well as proactive maintenance, troubleshooting, and tracking/documentation of technical issues. The team is also responsible for onsite customers as well as remote customers. The team participates in desktop-related projects and product deployments, along with working closely with Level 3 & other IT teams.

Responsibility

• Provides influential leadership and coaching to the Desktop Support team and third-party vendors, including talent management/improvement, training, providing feedback on metric-based success, and overall planning & direction of the team with a goal to create efficient and timely support for employees. Oversees scheduling to ensure coverage during normal business hours and on-call rotation; acts as an on-call escalation point. Develops and maintains employee onboarding and offboarding policies and procedures and ensures that those policies and procedures are followed. 30%
• Ensures computer license compliance, asset management, computer lifecycle management, billing, purchase order and vendor management. Maintaining a readily available inventory of physical and virtual desktop machines. 20%
• Research methods to improve operations and reduce costs, participates in budget process. Responsible for ensuring team identifies root cause, fixes, document problems, and implements preventive measures. Effectively escalates to management when necessary. 10%
• Works with the leadership team to inform of areas of risk or improvements for recurring problems; suggests & implements policies, processes, and procedures aligned with industry best practices & SLAs; centralizes documentation as a resource for team. Creates and maintains training materials and other documentation pertaining to company computer usage and policies. Creates and presents regular reports to senior management 10%
• Takes ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews. Serves as liaison with internal departments, vendors, and other third-party providers. 10%
• Resolves issues other tiers of support have escalated/transferred. Ensures that service delivery is monitored effectively and identifies actions to maintain and improve levels of service are implemented. 10%
• Stays knowledgeable of emerging trends and industry practices. Ensures compliance with IT standards and guidelines. 10%

Disclaimer

Performs other job-related duties as assigned.

Knowledge, Skills & Abilities Required

• Minimum 3 years’ experience managing technical desktop support staff.
• Strong knowledge of Microsoft Windows computers, Macintosh systems and mobile devices (smart phones and tablets). Including use of Windows, Macintosh and mobile management platforms (i.e. Microsoft System Center Configuration Manager (SCCM) & Intune, JAMF & Workspace ONE (Airwatch)
• Excellent communication customer service and organizational skills.
• The ability to stay focused on completing tasks and meeting goals within a busy environment.
• Through knowledge of common productivity software e.g.: Office 365, Outlook, Outlook mobile, One Drive, SharePoint, Microsoft Teams, etc. Solid knowledge of TCP/IP fundamentals and commonly used network protocols and systems. Experience managing 3rd party end user support contracts and staff.
• Knowledge and understanding of IT Support structures.

Knowledge, Skills & Abilities Preferred

• Advanced proficiency in Microsoft Office 365 suite of products (Outlook, Excel, Word, PowerPoint, Access, SharePoint, One Drive, MS Teams). Advanced knowledge of tablet & smart phone operating systems - (Android/iOS) and Mobile Device Management systems.
• Experience in support of desktop AI tools and platforms (i.e. ChatGPT & Microsoft CoPilot)
• Experience in support a hybrid workforce – full time onsite, part time onsite and full remote
• Experience with video conferencing equipment support using Teams, WebEx and Zoom; supporting 100% remote staff equipment deployment and return; use of Citric hosted applications; use of virtual Windows on Macintosh devices. In depth understanding of authentication leveraging Active Directory and Multi-Factor Authentication.