Description

Lead onsite technical support operations and manage a team of 25-30 technicians across multiple locations.

Responsibilities

• Manage a team of 25-30 technicians, including shift planning, on-call rosters, and resource productivity.
• Oversee SLA reporting, adherence, and contract compliance to ensure incidents and requests are resolved within agreed levels.
• Direct the installation, configuration, and break-fix support for desktops, laptops, mobile devices, and peripherals.
• Execute hardware refreshes, data migrations, IMACD activities, and onsite software updates.
• Maintain security compliance through access reviews, risk assessments, and facility inspections.

Required Skills

• 5+ years of technical experience in desktop support and end-user services.
• Proven experience managing large teams of technicians and overseeing shift schedules.
• Proficiency in supporting Windows Operating Systems and MS Office.
• Hands-on experience with VPN, local/network printing, notebooks, and mobile devices.
• Ability to install and troubleshoot a wide range of software applications.
• CompTIA A+ certification or an equivalent technical certification.
• Capability to lift up to 30lbs at waist level.
• Flexibility to travel to remote sites or clusters as required.
• Any Graduate degree.

Preferred Skills

• Experience coordinating with vendors for hardware repairs.
• Experience coordinating with Level 3 support groups for service enhancements.
• Ability to provide technical support for onsite events, meetings, and disaster recovery response.

Key Skills

Education

Any Graduate