What are the responsibilities and job description for the Desktop Manager/ Lead position at Resource Logistics?

This position is for an experienced technician on the Desktop Support team responsible for partnering with both Customer IT design teams and Level 1 Service Desk and other support groups to provide support for core infrastructure and desktop technologies standard to Customer's operating environment. Also act as a Team lead for the location managing two other resources.

Responsibilities for this position may include but are not limited to :

Team Lead position reporting to OSS Manager but responsible for two other team members and the site.
Primary desktop support for Windows Operating System, Mobile Device Management Infrastructure, Video Conferencing systems, and Customer L3 application teams.
Responsible for technical troubleshooting, data gathering and GAP analysis for issues impacting end users globally.
Ensures consistent processes, procedures and technologies are utilized across Customer enterprise environment.
Understand and follow direction provided by the Application and System Services team leads and managers.
Document recurring issues in the Customer Knowledge Base
Document in detail case status and tasks / work completed with end users in the Customer ITSM system
Follow the Customer critical incident process

Required Qualifications :

Bachelor's degree in IT or Computer Science preferred

Technologies - Candidate must have 5 years combined experience and be proficient in supporting the following technologies :

o Mobile Device Management and Mobile Web Apps, iOS, etc.

o ctive Directory Administration and Infrastructure Design

o Windows 10 Operating System advanced troubleshooting; proficient using Windows registry

o Microsoft Office Suite (2010 / 2016) advanced troubleshooting.

o Hardware troubleshooting with the ability to pinpoint hardware vs. software issue

o General knowledge / troubleshooting for Macs

o General knowledge / troubleshooting for Networking

o General knowledge of Microsoft Intune

o Printers

o Skype / Teams Video Conferencing system support

o Office 365

o Understand and troubleshoot Clienture MFA

o Desktop imaging

o Strong customer service skills

Experience in desktop and notebook hardware, operating systems and desktop software. Experience with writing business requirements, process flows, functional and technical specifications, test scripts, and end user documentation. Strong data analysis skills

nalytical & Problem-Solving Skills - Demonstrated strong analytical & problem-solving skills - able to analyze given situations, develop mental models of complex problems, and identify & recommend approaches to solving them. Demonstrated ability to develop and communicate a compelling business case for use of IT through strong understanding of Customer business drivers and opportunities. Demonstrated ability to see the bigger picture, denote how processes / tools will impact other processes / tools. Ability to communicate with transparency the impact and risks with mitigation. Ability to think not necessarily outside of the box, but to think creatively within defined constraints.

Teamwork / Interpersonal Skills - Ability to lead through influence, influence / partner with geographically dispersed colleagues; build alignment using appropriate methods. Demonstrates an inclusive, collaborative style to ensure results are obtained and supported. Strong facilitation skills and ability to work with various support functions and regional offices. Strong collaboration across multiple management levels and organizations. Liaisons with cross functional teams leading lean sigma process improvement initiatives. Technical mentor and training coordinator for global L1 and L2 support organizations.

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Desktop Manager/ Lead

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