4+ years' experience in a high-end technical role in a desktop support team.
2+ years' experience in a supervisory role including coaching and developing staff.
Experience in troubleshooting a variety of hardware and peripherals.
Experienced in troubleshooting and support of Windows OS, Mac OS, Microsoft Office 365, and a variety of other applications.
Other Qualifications:
Supervisor of a help desk and/or desktop support team.
Strong oral and written communication skills to communicate to various audiences.
Strong organizational and prioritization skills; can adjust to rapidly changing priorities.
Experience leading technical projects using various methodologies, including Agile, working with tools such has Atlassian JIRA and/or use of Kanban boards.
Support Supervision
Directs the daily operations of assigned staff in resolving troubleshooting issues and/or fulfilling customer requests, ensuring customer satisfaction and service level agreements are met.
Serves as the escalation point for more complex issues, decisions, and/or escalated requests or production issues.
Manages and assists in providing the Help Desk services, including monitoring the help desk function as required.
Establishes operating policies and procedures to improve customer satisfaction and promote efficiency.
Manages the overall health of the Help Center and reports regularly on trends, statistics, and improvements.
Reviews and audits content on a regular basis ensuring staff has accurate and relevant procedures when responding to incidents.
Endpoint Management Services
Manages hardware lifecycle for endpoints including refresh cycles, forecasting of hardware needs, procurement tracking, and budgetary tracking.
Establish and maintain hardware standards, keep up with technology trends and industry standards.
Represents End User Computing area in new business initiatives.
Researches new technologies, products, and services for internal and/or business use.
Responsible for asset management and ensuring that the quality of the data within the asset management system is maintained and accurate.
Oversees the system and application administrations functions assigned to the team.
Leads technical projects and work assignments related to new technologies, products, services, and upgrades of hardware/software.
Oversees endpoint security functions and responsibilities of the team. Assists in the development of security policies, and procedures, researches and recommends security tools to advance WFAA's security portfolio.
Team Supervision
Leads the staff responsible for help desk and desktop support functions including evaluating performance, addressing personnel issues, and hiring staff.
Schedules works hours to meet service support and project demands.
Coach, provide guidance, and train new recruits and existing staff.
Establishes standards, policies, and procedures for staff to follow, and ensures that operating excellence standards are met.
Develop and maintain career action and training plans for staff.
Will be leading team of 4 and 2 interns
Beacon Hill is an Equal Opportunity Employer that values the strength diversity brings to the workplace. Individuals with Disabilities and Protected Veterans are encouraged to apply.
Company Profile:
Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs.
Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.
Learn more about Beacon Hill Staffing Group and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.beaconhillstaffing.com
