Desktop Support Team Lead

As a member of the Field Service Operations team, the candidate will provide high quality support, technical expertise, and timeliness. This position requires Manager to track team progress by creating plans and strategies while following through to ensure they have implemented agreed-upon tips and tools. Their responsibilities encompass coordinating field operations, training teams, managing inventory, and ensuring excellent customer service. The candidate will also provide hands and eyes support to other IT teams including Audio Visual, Network, and Servers.

Job Description

• As an onsite support technician with a minimum of 4-7 years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities:
• Manage a team of 25-30 technicians across locations
• Manage the reporting of SLAs, adherence to SLAsand contracts
• Manage shift and shift planning, including on call roster
• Manage Resource productivity
• Enable the team with training and development
• Ensure security compliance
• Ensure sufficient inventory level is managed across locations
• Ensure all service request and incidents are resolved before agreed service levels
• Plan and execute any move request or project work
• Lead the team by providing technical and process assistance to below activities
• Install and configure desktops, laptops, mobile devices, and associated peripherals and related software.
• Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes and health checks
• Perform onsite updates, configuration changes, or software installations.
• Provide onsite technical assistance to end users by visiting their desk location
• Identifies potential issues that could adversely impact end-user experience and follows through on action steps to prevent.
• Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
• Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement)
• Perform end-user support related security and controls and compliance related tasks such as
• Access reviews, risk assessments, controls verifications, facility inspections, maintenance of verification logs
• Provide IT support for on-site and meetings including site setup, coordination with venue IT/AV contacts and stand-by support
• Provide IT support for disaster recovery and immediate response in the event of emergency situations at local sites.
• Provide On-call support if required outside business hours on a rotational basis
  
  

Desired Qualifications

• BS/BA in Computer Science, Information systems, or an equivalent combination of education
  
  

Experience:

• 4-7 years of experience in service delivery and End user hardware and software
• Configuration troubleshooting.
• Experience with various desktop systems, operating systems, and diverse technical environments.
• Excellent customer service orientation and verbal communication skills.
• Experience Supporting Windows operating systems, MS Office, VPN, local and network printing, notebooks, and mobile devices.
• Ability to install software for and troubleshoot a wide range of applications.
• Analytical thinking and problem-solving ability.
• CompTIA A certification or equivalent certification
• Flexible for travelling to remote sites or clusters
• Should be able to lift weight up to 30lbs at waist level