NA Deskside Support Team Lead

The Group You’ll Be A Part Of

Global End-User Technology and Services (GETS)

 

The Impact You’ll Make

Manages day-to-day operations overseeing the N. America DSS team who provides technical support to employees for internal systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, and network issues in a diverse environment. Maintains passwords, data integrity, and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in the development of information technology and infrastructure projects. May conduct training programs designed to educate an organization’s computer users about basic and specialized applications.

What You’ll Do

Service Desk Performance Reports:

Generate regular reports on service desk performance metrics, including response times, resolution times, and customer satisfaction.

Identify trends and areas for improvement.

Incident and Problem Management:

Ensure timely resolution of incidents and problems.

Conduct root cause analysis and maintain the Known Error Database (KEDB).

Standard Operating Procedures (SOPs):

Develop and maintain SOPs for deskside support processes.

Ensure adherence to ITIL best practices and organizational policies.

Training and Development Plans:

Provide training and development opportunities for team members.

Ensure the team is up-to-date with the latest technologies and best practices.

Asset and Inventory Reports:

Ensure accurate tracking and management of IT assets and inventory.

Coordinate with the Asset & Lifecycle Officer to manage asset lifecycle processes.

Process Improvement Initiatives:

Identify and implement process improvements to enhance service efficiency and effectiveness.

Document and communicate best practices and lessons learned.

Who We’re Looking For

Team Leadership:
Lead, mentor, and manage the deskside support team, including L1 and L2 support engineers.
Assign tasks, monitor performance, and provide regular feedback to team members.
Foster a positive and collaborative team environment.
Service Delivery:
Ensure timely and effective resolution of IT support requests and incidents.
Monitor service desk performance metrics and implement improvements as needed.
Coordinate with other IT teams to ensure seamless service delivery.
Process Management:
Develop and maintain standard operating procedures (SOPs) for deskside support.
Ensure adherence to ITIL best practices and organizational policies.
Identify and implement process improvements to enhance service efficiency and effectiveness.
Incident and Problem Management:
Oversee the management of incidents and problems, ensuring root cause analysis and resolution.
Maintain and update the Known Error Database (KEDB) and knowledge base.
Asset and Inventory Management:
Ensure accurate tracking and management of IT assets and inventory.
Coordinate with the Asset & Lifecycle Officer to manage asset lifecycle processes.
Training and Development:
Provide training and development opportunities for team members.
Ensure the team is up-to-date with the latest technologies and best practices.
Reporting and Documentation:
Generate regular reports on service desk performance, incidents, and asset management.
Maintain accurate and up-to-date documentation of processes, procedures, and configurations.
Proven experience in IT support, with at least 2-3 years in a leadership or supervisory role.
Familiarity with ITIL framework and best practices.
Technical Skills:
Strong technical knowledge of IT hardware, software, and networks.
Proficiency in service desk and asset management tools.
Experience with remote support tools and technologies.
Leadership Skills:
Strong leadership and team management skills.
Ability to motivate and mentor team members.
Analytical Skills:
Strong analytical and