Desktop Support Lead

Location: Plano, Dallas, Texas

Timings: 8AM to 5PM

***Immediate Joiners Only***

Summary

Provide direct leadership of the Global Desktop Support teams to assure end user ticket management, timely ticket resolution and laptop/desktop pre-deployment and delivery oversight and support including asset and security management and reporting

Primary Roles & Responsibilities:

• Taking ownership of Laptop/Desktop procurement, deployment and management globally
• Oversee Laptop/Desktop imaging including installations of all appropriate applications and security layers
• Responsible for assuring company end users are provided efficient and timely delivery and support
• Performs staff scheduling to ensure coverage during normal business hours and on-call support as required to facilitate global/regional support
• Owning Asset Management for Laptop/Desktop globally with continuing updates as endpoint and user populations change
• Conceptualize, Develop, execute and administer Security Policies for Laptop/Desktop deployment globally
• Represent the desktop team and prepare for end point security audits
• Should have ability to work with cross-functional teams and their leadership to not only to understand their requirement but also to work with HR teams to gather data about projected hiring plan and procure laptop/desktop accordingly
• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found
• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Serves as the around-the-clock contact for all related desktop / laptop end user support issues, providing advanced first level technology support
• Management skills are required to successfully perform the planning, directing, reporting and administrative responsibilities of this position
• Demonstrated management and decision making skills concerning Information Systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule
• Remains on-call during off-peak hours to respond to support service issues.

Job Description:

• Configure, test, and deploy hardware and software to users both locally and remotely
• Troubleshoot and repair break/fix issues
• Develop and maintain professional and productive relationships with clients, infrastructure vendors such as end user compute equipment, software & hardware vendors and related key contributors to ensure stable and quality product & service delivery consistent with company objectives and client expectations
• Provide technical overview of product architecture, functionality, system / data requirements and integration of Laptop/Workstation enterprise applications
• Continuously expand, research and leverage knowledge of market and industry trends and benchmarking to identify, recommend and implement best practices, methodologies and relevant analytics
• Continuously develop and enhance knowledge, skills and abilities through various learning channels to expand technical and non-technical capabilities. Ensure further expansion of skill set in the operating systems, networking infrastructure and products & services that BBOX support
• Implement and make recommendations to improve methodologies, core competencies and processes for deployment to ensure stable and quality product & service delivery consistent with company objectives and client expectations
• Maintain and enhance a strong client service-oriented environment focused on problem prediction, detection and resolution. Proactively identify and remove barriers to meeting client expectations.
• Provide timely documentation of issues, action plan and outcome. Achieve all client satisfaction objectives and internal and external SLAs
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day end point and end user delivery operations and the client experience
• Foster and contribute toward collaborative working relationships within operations and across all levels and departments of the organization to execute deployment functions and company priorities
• Utilize escalation and exception paths, processes and systems to report current performance and make recommendations for improvement of performance
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management

Technical Qualifications:

Extensive experience with Win 10/11 OS – Control panel, System settings, networking, device manager.
Microsoft Outlook 365, Word, Excel, Intune, Autopilot, Hybrid AD join, MDM, MAM, Cisco AnyConnect, CrowdStrike, backup tools
Microsoft Outlook – OST/PST, Email Profiles, Shared Folders, Archives, Add-on’s and Webmail.
Networking – IP, DHCP, DNS, Switches, Routers, Firewalls, VPN, Tokens, WiFi, Hotspots & Nic’s.
Active Directory Password resets and User properties.
Working knowledge of Microsoft Teams audio/video conferencing systems
Laptop backups

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