What are the responsibilities and job description for the Desktop Support Team Lead position at Altecrg?
We are actively seeking a talented and motivated Desktop Support Team Lead for a Full-Time position.
Job Summary:
The Desktop Support Team Lead (DSTL) will oversee on-site Deskside support services, ensuring seamless IT operations. This role requires strong leadership, a service-oriented mindset, and a proactive approach to resolving IT incidents and requests in alignment with SLAs.
Essential Functions:
- Supervise and provide leadership for on-site Deskside support services.
- Manage both Remote and Deskside computer support operations.
- Own, track, and resolve IT incidents and service requests efficiently.
- Ensure timely fulfillment of requests and resolution of incidents within SLAs.
- Respond to alerts and escalations, working with end users and IT teams to implement strategic solutions.
- Conduct performance audits to ensure high service quality and compliance.
- Maintain open communication with technology users, keeping them informed on the status of their requests.
- Proactively escalate unresolved issues to appropriate teams within defined timeframes.
Required Knowledge & Skills:
- Strong customer service and technical writing skills.
- Expertise in knowledge management, incident management, problem management, and change management.
- Critical thinking, active listening, and effective communication strategies.
- Experience with enterprise ticketing applications (BMC Remedy Service Management preferred).
- Familiarity with IT service management frameworks (e.g., ITIL, CMMI).
- Proficiency in Windows OS installation and maintenance.
- Experience with Apple OS and hardware support.
- Knowledge of mobile device management and desktop software installation.
- Basic understanding of database operations (Oracle, SQL Server, etc.).
- Expertise in remote desktop connections, antivirus support, and data backup/recovery.
- Performance monitoring and optimization for desktop environments.
- Hands-on experience with ServiceNow and/or Remedy ITSM.
- SericeNow
Education & Certifications:
- Preferred: Bachelor’s Degree in a related field.
- Required: CompTIA A Certification (must be obtained within 90 days of hire).
- Preferred: HDI Team Lead or HDI Manager Certification.
- Preferred: Microsoft Certifications (MCTA, MCSA, MCSE, MCSM, etc.).
- Preferred: Apple Support Certification.
Job Type: Full-time
Pay: $28.00 - $31.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Experience:
- ServiceNow: 2 years (Preferred)
Work Location: In person
Salary : $28 - $31
