Description:
• Supervision, operation, and administration of all Desktop Support systems, including desktop PCs, laptops and video conferencing endpoints • Provide hands-on leadership and support for Desktop solutions and 3rd party vendor products • Work with IT Leadership to establish, track and ensure compliance with key performance metrics for the desktop team, inclusive of responsiveness/Service Level Agreements, Aging, Productivity, and User Satisfaction reporting • Review Daily, Weekly and Monthly ticket reports and service metrics to identify performance issues • Provide oversight, coordination and communication for operational issues, being able to quickly and effectively follow production issue Incident Management and escalations. • Coordinate or personally address desktop escalation issues and provide VIP/Executive Management support on an as-needed basis • Supervise the day-to-day planning, operation, and team incident/request response • Coordinate Desktop team scheduling and coverage planning • Coach and motivate the team to ensure delivery of a consistently superior customer experience • Work with IT Service Desk counterpart to optimize processes between both teams • Ensure Desktop team members comply with IT policies and procedures • Provide feedback and participate in Desktop team performance reviews while providing mentorship in order to optimize productivity and quality standards • Provide escalation status notification on service impacting events • Understanding of networking (LAN, WAN), and active directory • Manage and support printers locally and networked • Oversee team responses to High Priority and Urgent escalations from the support desk and other departments • Aid in the development, updating and maintenance of Desktop Image(s) for the physical and virtual environments • Administer Desktop equipment deployments and setups for new hires, terminations and MAC. • Work with to maintain an inventory database of all desktop and laptop hardware • Participate in project-based work within the TSA team as well as other teams • Provide guidance and oversight to current PC refresh initiatives
Skills:
desktop, management skills, office 365, scheduling coordinating, training instruction
Top Skills Details:
desktop,management skills,office 365,scheduling coordinating,training instruction
Additional Skills & Qualifications:
Excellent managerial skills and training skills. Outgoing and friendly personality. Energetic, positive, and teamwork mentality.
Experience Level:
Expert Level
We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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