Desktop Support Lead / Manager

Desktop Support Lead / Manager

We are currently in search of an experienced Sr. Desktop Support Manager to expand and maintain our line for IT Support Technology. Key

Responsibilities:

 Assist the manager in managing technicians within assigned areas of responsibilities

 Support or act as main point of contact between team and defined area of responsibility

 Assist leadership with administrative duties to include annual performance reviews, headcount responsibilities, schedule distribution, and PTO requests

 Implement and manage a data driven approach to support, using metrics to measure and optimize support activities

 Lead Support team's operational and strategic planning, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources

 Manage the deployment, maintenance, upgrade, and support of PCs, endpoint operating systems, client hardware, software, and peripherals

 Work with departmental stakeholders to define business and systems requirements for new technology implementations

 Direct research on potential technology solutions in support of procurement efforts

 Initiate and oversee projects  Manage Support Team's staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions

Qualifications:

 Graduates with 3+ years of relevant Operational and People Management experience.

 CompTIA A+ certification or Microsoft Certified IT Professional certification preferred

 Must have at least 4+ years of Technical Support experience, diagnosing and resolving software and hardware issues

 Must have hands on knowledge of IT systems and networks, including Windows & Macs, wired/wireless networking, security, databases, and messaging

 Must have excellent written and oral communication skills to facilitate resolution of IT issues and to provide direction and guidance to IT support team

 Strong problem-solving skills

 Excellent client-facing skills

 Excellent written and verbal communication skills

Preferred Work Experience:

 Excellent understanding of 24x7 Tech Support Operations in a global context, supporting critical network infrastructures of Service Provider, Cloud and Enterprise customers.

 Experience of using data/trends to make proactive decisions and avoid operational impact.

 Prior experience in working with Product Engineering and Outsourced teams.

 Experience in a Technical Support environment supporting similar technologies would be a plus. Personal Attributes:  Customer Advocacy Be the Customer’s advocate in the organization.

 Excellent Communication Skills Clear and Crisp communication (email and verbal),

 Ability to adapt the communication based on the audience.

 Ownership and Problem-Solving mindset.

 Ability to work with different stakeholders for outcomes.

 Obsess about Quality Strive for delivering quality output in every interaction.

 Encourage diversity and innovation. A