Desktop Support

Title- Deskside Support

Location- Wilmington, Delaware (Day1 Onsite)

Key Responsibilities:

Team Leadership: Manage, mentor, and lead a team of end-user support engineers and desktop support technicians.

End-User Support: Ensure timely and effective support to users for all hardware, software, and device-related issues, including desktops, laptops, printers, and mobile devices.

Service Delivery: Oversee daily operations to ensure consistent, high-quality service delivery and performance of the end-user computing team.

Incident and Problem Management: Lead the resolution of complex technical incidents and problems, ensuring that SLAs (Service Level Agreements) are met and escalations are handled properly.

Project Management: Plan and execute projects related to end-user technology, such as hardware refreshes, software rollouts, and migrations to new platforms or systems.

Collaboration: Work closely with IT infrastructure, network, and application teams to ensure smooth integration and functioning of end-user systems.

Vendor Management: Coordinate with third-party vendors for procurement, support, and maintenance of end-user hardware and software.

Training and Development: Provide training and guidance to end users on new technologies, hardware, and software tools to increase productivity and ensure best practices.

Budgeting and Procurement: Develop and manage budgets for end-user computing hardware, software, and services, ensuring cost-effectiveness and proper resource allocation.

Compliance and Security: Ensure all end-user systems comply with company policies, standards, and security requirements. Manage device security policies, patch management, and software updates.

Technology Strategy: Evaluate and implement new technologies and services that enhance the end-user experience and improve productivity within the organization.

Reporting and Metrics: Track and report on key performance indicators (KPIs) for the end-user computing environment, including ticket resolution time, customer satisfaction, and hardware/software performance.

Required Qualifications:

Education: Bachelor’s degree in computer science, Information Technology, or a related field.

Experience: 5-7 years of experience in IT support or desktop services, with at least 2-3 years in a leadership or management role.

Technical Knowledge:

Proficiency in end-user computing technologies such as Windows, macOS, mobile devices, Office 365, Active Directory, SCCM, and ITSM tools.

Strong knowledge of IT support processes, incident management, and troubleshooting methodologies.

Understanding of virtualization technologies (e.g., VDI, Citrix, VMware) and cloud services related to end-user computing.

Key Skills:

Strong leadership and team management skills.

Excellent communication and interpersonal skills.

Ability to manage multiple priorities and projects in a fast-paced environment.

Customer-service focused with a strong sense of urgency.

Problem-solving skills with the ability to make decisions quickly and effectively.

Experience with vendor management and contract negotiation.

Strong organizational and time management skills.

Preferred Qualifications:

Experience with large-scale desktop or laptop deployments.

Familiarity with device management tools like Microsoft Intune or other mobile device management (MDM) platforms.

Experience working in a hybrid or cloud-based IT environment.

Experience with remote support tools and managing geographically distributed teams

Job Type: Full-time

Pay: $50,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• END USER: 2 years (Preferred)
• Mac OS: 3 years (Preferred)
• Windows: 3 years (Preferred)

Work Location: In person

Salary : $50,000 - $62,000