Description

Lead onsite technical support and manage a team of 25-30 technicians to ensure high-quality service delivery.

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 are resolved within agreed timeframes.
• Lead technical and process assistance for desktop, laptop, and mobile device installation, configuration, and software deployment.
• Execute hardware break-fix, data migrations, refreshes, and onsite updates or configuration changes.
• Coordinate with vendors for hardware repairs and Level 3 support groups for service enhancements.

Required Skills

• 4-7 years of experience in service delivery and end-user hardware and software support.
• Proficiency supporting Windows Operating Systems, MS Office, VPN, and mobile devices.
• Experience with local and network printing, notebooks, and peripheral configuration.
• Ability to troubleshoot a wide range of applications and desktop systems in diverse environments.
• Proven experience in team management and SLA/contract management.
• CompTIA A+ certification or equivalent technical certification.
• Strong analytical thinking and problem-solving skills.

Preferred Skills

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

Key Skills

Education

Any Graduate