Client Desktop Support Lead

  • Full Time
  • USA

Website Globalgig

The goal of the Client Desktop Support Lead is to work closely with our IT desktop support team to effectively manage the day-to-day activities of desktop support for Globalgig external and internal customers. This position will help develop and sustain the desktop support function, lead a team of IT support technicians supporting  operating systems and applications running on PCs, Laptops and Tablets.

Job Summary:

Troubleshooting and repair of OS’s, MS Office /O365 Suite products including Outlook email and calendar issues, Sharepoint, a variety of 3rd party software applications, hardware issues for both PC’s and laptops, parts replacement, Apple iDevice support, imaging, data wiping, asset control, and detailed ticket documentation. Manage and monitor internal assets to ensure accurate inventory records. New hire deployments, and PC refresh deployments and assigned projects. Must be familiar with remote trouble shooting techniques. This position will meet strict SLAs and KPIs, which will require flexibility, proactive solutions, and ability to thrive in a fast-paced environment, ensuring that resources are managed to meet challenging business goals and objectives while remaining sensitive to employee needs, team dynamics, customers, vendors and internal stakeholders.

Essential duties and responsibilities:

  • Manage relationship with Tier1 support partner
  • Ensure IT compliance, meeting security and/or other regulatory standards and practices
  • Effective presentation skills and ability to convey complex processes clearly and concisely
  • Maintain the highest level of customer support for the customer base through proactive management and implementation of continuous improvement initiatives
  • Always promote a professional environment and provide a point of escalation of staff, customers, partners, and internal teams with the area of accountability
  • Responsible for the installation, and configuration of software products across installed hardware platforms
  • Troubleshoot product and environment issues
  • Manage ‘White Glove Services’
  • Drive customer experience and process improvements through the use of tool automation
  • Establish close working relationships with the other departments and service providers and develop proactive business partnerships with service recipients
  • Develop and manage SLA and KPI based support processes
  • Meet SLA expectations and promote a culture of continual service improvement
  • Manage a geographically separated team of individuals and partners to include performance, conflict, and change management
  • Responsible for the regular reporting of Desktop Support SLA, KPIs, and associated metrics
  • All other duties as assigned and agreed upon

Required Qualifications:

  • Bachelor’s degree or 4 additional years of experience in lieu of a degree
  • 4+ years of leadership roles
  • 4+ years of desktop knowledge and experience
  • Extensive experience with Microsoft Windows environment & Office 365
  • Extensive data presentation experience with Excel and Power Point (metrics/KPIs)
  • Knowledge of enterprise laptop and desktop hardware
  • Outstanding interpersonal relationship building, employee coaching, and development skills

Preferred Qualifications:

  • Experience managing VIP customers
  • A+ certification
  • ITIL certification experience
  • Project Management experience
  • Experience managing remote resources
  • Excellent organizational management skills
  • Ability to be on-call, if needed for escalation
  • HealthCare Experience a plus
  • Experience imaging of hardware
  • Management experience in a team-oriented workplace

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