Job description

Primary responsibilities are :

• Desk side Support Management
• Manage Team that provide Incident Management, Request Services to our client through on-site or dispatch engineers.
• SLA Management including Incident and Requests
• Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management, Productivity )
• Vendor Management , including Billing Validation
• Customer Relationship Management
• Regular meetings with Team and Client
• Work with other members of the global management team in Desktop Support and Service Desk to enhance the delivery globally.
• Provide leadership to the Desktop Support Team including coaching as required
• Reporting and MIS
• Assist with scoping small/mid-sized projects and oversee

Objectives of this Role

• Need to have knowledge and manage resources (on-site/field) at various locations in the region to complete the below activities :
• Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding /desktop support, printers, Smartphone, and LAN cable drops
• Providing 2nd line IT support services to the business community ensuring that all requirements are met within agreed service targets
• Troubleshooting and resolving software issues; reimaging computers/hard drives Backing up and restoring settings and associated systems administration activities
• Taking ownership of issues through to resolution on all appropriate requests.
• Categorize and prioritize end user support requests and service requests by utilizing a Customer ticketing system to track tickets and provide up-to-date status and information.
• Move equipment associated with escalated help desk incidents and service requests
• Performing asset inventory activities as needed.
• Trains and orients staff on use of hardware and software.
• Recommends and / or performs upgrades on systems (Workstations & Printers) to ensure longevity.
• Ensure all tools are used in line with policies and procedures, including Incident, Request, Knowledge Management and Knowledge Management
• Deliverables to include ensuring the proper levels of run and maintain support and hands-on assistance for IT infrastructure projects /upgrades (workstations)

Skills and Qualifications

• 10 years End user computing experience , with at least 3 years in a management role leading a team(s)
• Strong Analytical and Data Analysis Skills using Microsoft excel (pivot tables/vlookups etc..) and other reporting tools
• Exposure to Finance i.e Budget Control, Project Pricing Proposals.
• ITIL professional will be preferred

Job Type: Full-time

Pay: From $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Relocation assistance
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Bohemia, NY 11716: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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