Description

Lead the Desktop Operations team while maintaining hands-on involvement in support and project-based work.

Responsibilities

• Respond to Tier III tickets, incidents, and complex technical problems.
• Manage team workloads, queues, schedules, and interview or train new members.
• Oversee projects and coordinate with other technology teams for service delivery, including moves, adds, and changes.
• Audit DeskOps documentation, tickets, and SLAs to ensure quality.
• Provide weekly and monthly activity reports to management and support VIP and Executive users.

Required Skills

• 8+ years of experience in help desk or desktop support services.
• 3 years of management experience in desktop support or a related area.
• 5+ years of hands-on experience with Windows and Mac OSX, preferably at a Tier 3 level.
• Proficiency with Office365, SCCM, and VOIP.
• Knowledge of ITIL concepts and current technology protocols.
• Strong ability to communicate technical concepts to both technical and non-technical staff.
• Advanced Microsoft Excel skills for report creation.
• Demonstrable experience managing customer expectations and building professional relationships.

Preferred Skills

• ServiceNow ticketing experience.

Key Skills

Education

Any Graduate