Desktop Support Team Lead

Our client is a GLOBALLY BRANDED COMPANY seeking a TECH SUPPORT TEAM LEADER to supervise a desktop support team while also taking part in the support of workstations, laptops, tablets, and printer hardware and software maintenance and upgrades. This is a CONTRACT TO HIRE opportunity!

The ideal candidate for this position is an excellent communicator who enjoys working with people and fixing technology. The candidate should also possess strong organization and coordination skills to manage not only his/her work but also direct the work of desktop technicians to ensure all issues are appropriately addressed, documented, and swiftly resolved.

OVERVIEW

- Supervises helpdesk operations and serve as focal point for customer concerns
- Performs routine 1:1 meetings with desktop support staff and perform (write and deliver) annual performance reviews/objective statements
- Provides a high level of customer service by executing methodologies and processes to improve call resolutions
- Manages expectations and develops strong and stable internal relationships
- Develops, maintains and provides key performance indicator metrics reports for all IT service requests to management and analyzes results
- Measures and tracks help desk metrics
- Ensures the reliability and quality of the desktop performance through proactive measures
- Develops and communicates desktop standards and deployment methodology
- Implements and tests desktop prototypes, performs installation quality assurance tests, and assures consistency with standards
- Researches and develops new processes to increase desktop deployment process quality and performance
- Evaluates new technologies, methodologies, and Information Technology trends to insure that the client's computing infrastructure meets current and future needs
- Recommends network and user-based desktop hardware and software including printers

QUALIFICATIONS

- Must have CompTIA A+ certification
- AT LEAST 5 YEARS OF EXPERIENCE IN MANAGING A DESKTOP SUPPORT SERVICES TEAM WITH STRONG CUSTOMER SERVICE RESULTS
- Experience providing customer support for Client Server application software in a multi-site enterprise
- Support skills for distributed software, including operating software and personal productivity software
- Experience with portable technologies such as laptops, tablets and smart phones
- Excellent knowledge of Microsoft Windows XP, Windows 7, VDI (Citrix) and Thin Client workstations
- Experience creating installation packages for new installs and upgrades
- Ability to develop test plans for new software and hardware implementation
- Well-practiced use of Microsoft Word and Excel
- Availability on weekends and after-hours as necessary, especially during maintenance windows and emergencies
- High level of flexibility, with the ability to accommodate a high level of responsibility and multiple priorities
- Articulate, professional demeanor with demonstrated self-confidence and initiative
- Effective team building and motivational skills
- Aptitude for managing conflicting priorities and customer expectations
- Ability to use good judgment, analytical abilities and effective problem solving skills
- Ability manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, paying close attention to details
- Excellent customer service skills, including verbal and written communication skills
- Strong analytical and problem solving skills
- Bachelor's Degree in Computer Science preferred