Mentor and coach support team members in acquiring appropriate skills, proper protocols, procedures and communications towards clients, ticket formats, escalation processes, assessing priorities, etc.
Help team members understand performance goals and expectations.
Provide real-time feedback on worker performance, as well as conducting ongoing evaluations of Desktop Support staff.
Enforce, maintain, and add IT policies and procedures as necessary while working with other teams to ensure alignment and understanding of policies and procedures.
Oversee and set the overall direction of the Desktop Support team ensuring the team is meeting the needs of the business and recommend changes as necessary.
Review all inbound service requests to assign ticket priority, determine if the request is new or outstanding, and dispatch tickets to Analysts to resolve in accordance with service level agreements in effect.
Coordinate schedule and work requests for onsite team members.
Organizing, maintaining inventory and recycling of old desktop hardware.
Maintain a positive, professional disposition and always ensuring excellent customer service.
Perform analysis and reporting for senior leaders as needed.
Ensures compliance with established maintenance standards, safety regulations, and security practices.
Collaborate with different departments to ensure that service level agreements are being met.
Minimum 5-year IT equivalent degree or 7+ years of equivalent experience in similar positions.
Industry certification is a plus (A+, Network +, MCP).
Strong stakeholder management, good communications, and organizational skills.
Professional, strong work ethic.
Must be able to lift to 50 pounds of computers or other IT equipment.
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