Description

Lead a team of 25-30 technicians to provide onsite deskside support and technical resolution for end users.

Responsibilities

• Manage shift planning, on-call rosters, and resource productivity for a team of 25-30 technicians.
• Oversee SLA reporting, adherence, and contract management to ensure incidents are resolved within defined levels.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, and associated peripherals.
• Execute hardware refreshes, data migrations, IMACDs, and onsite software installations or configuration changes.
• Provide hands-and-eyes support for Audio Visual, Network, and Server teams, including event setup and disaster recovery response.

Required Skills

• 4-7 years of technical experience in service delivery and end-user hardware and software support.
• Proficiency with Windows Operating Systems, Mac, and MS Office.
• Experience managing helpdesk ticket queues and coordinating with hardware vendors for warranty repairs.
• Technical expertise in VPN, local and network printing, and mobile device management.
• Ability to troubleshoot a wide range of applications and desktop systems in diverse environments.
• Proven experience in team leadership and resource management.
• CompTIA A+ certification or equivalent.
• Physical ability to lift up to 30lbs at waist level.
• Flexibility to travel to remote sites or clusters as required.

Preferred Skills

• BS/BA in Computer Science, Information Systems, or an equivalent combination of education.

Key Skills

Education

Not specified