Description

Lead an onsite technical team providing end-user support and managing service delivery across multiple locations.

Responsibilities

• Manage a team of 25-30 technicians, including shift planning, on-call rosters, and resource productivity.
• Own SLA reporting, adherence, and contract compliance to ensure all incidents and service requests are resolved within defined levels.
• Oversee inventory management, security compliance, access reviews, and risk assessments.
• Execute hardware refreshes, data migrations, and onsite configuration changes for desktops, laptops, and mobile devices.
• Coordinate with vendors for hardware repairs and collaborate with Level 3 support groups for service enhancements.

Required Skills

• 7+ years of technical experience in end-user support and team management.
• Hands-on experience with Break Fix, Desk Side Support, IMACDs, Data Migration, and hardware refreshes.
• Proven ability to manage ticket queues and drive First Call Resolution.
• Experience performing onsite software installations, configuration changes, and hardware updates.
• Ability to conduct root cause analysis for escalated issues.
• Experience managing onsite IT setup for meetings and AV coordination.
• Strong knowledge of security controls, facility inspections, and maintenance of verification logs.

Preferred Skills

• Experience providing technical assistance for onsite events, meetings, and disaster recovery response.

Key Skills

Education

Any Gradute