Description

Lead a team of 25-30 technicians to deliver deskside support, on-site resolution, and hands-and-eyes assistance for IT infrastructure.

This role is remote.

Responsibilities

• Manage shift planning, on-call rosters, and resource productivity for the technical team.
• Own the release and maintenance lifecycle for end-user hardware and software.
• Oversee SLA reporting to ensure all service requests and incidents are resolved within defined levels.
• Install, configure, and maintain desktops, laptops, mobile devices, and associated peripherals.
• Coordinate with vendors for hardware repairs and collaborate with Level 3 support groups for service enhancements.

Required Skills

• 7+ years of experience in service delivery and end-user hardware/software troubleshooting.
• Experience managing technical teams and overseeing SLA compliance.
• Proficiency supporting Windows Operating Systems and MS Office.
• Hands-on experience with VPN, local/network printing, and mobile devices.
• Ability to provide hands-and-eyes support for Servers, Network, and Audio Visual systems.
• Strong analytical thinking and problem-solving skills.
• Ability to lift up to 30lbs at waist level.
• Flexibility to travel to remote sites or clusters as required.

Preferred Skills

• CompTIA A+ or equivalent certification.
• BS/BA in Computer Science, Information Systems, or equivalent.

Key Skills

Education

Any Gradute