End User Or Desktop Support Lead

JOB PURPOSE: Responsible for providing Tier II desktop support service, serving as an expert in troubleshooting complex issues, and providing technical development and guidance for the Desktop Support Team. QUALIFICATION: Bachelor’s degree with knowledge of IT RESPONSIBILITIES (INCLUDES ALL TASKS): Provide Tier II client support for hardware, software, and network services. Resolve Tier II escalation tickets by troubleshooting IT hardware and software issues, including laptops, desktops, tablets, mobile devices, printers, and VPN issues. Assist in the architecture, implementation, and maintenance of the organization’s desktop environments, including installation, upgrades, high-level troubleshooting, and Windows and Mac OS software deployment. Provide Tier II support for system images, virtual environments, and Mac OS Management. Serve as an expert in troubleshooting, diagnosing, and resolving complex end-user device incidents and problems through desktop support services and remote support, where appropriate. Perform secure baseline image creation and tailoring of Windows operating system images to form a core baseline. Support application packaging, deployments, documentation, and release control in an enterprise environment. Oversee hardware and software deployment projects assigned to the Desktop Support team. Responsible for classroom and lab maintenance, ensuring all computers are updated before the start of the semester. Provide technical guidance and collaborate with Tier 3 to streamline services and support. Serve as the escalation person for complex issues for the desktop support team. Document detailed notes in the ticketing system and provide accurate and timely customer updates. Serve as a senior technician of the desktop support team setting the bar high in performance, customer satisfaction, and improving processes. Assist in training and mentoring staff to improve performance, increase customer satisfaction, and drive efficiencies. Partner with leadership to create a friendly, productive environment that promotes success. Monitor desktop queues ensuring SLAs are met, and best ticket practices demonstrate quality practices. Mentor staff who do not meet requirements. Respond to customer escalations in person and/or via email in a timely manner. Determine root causes and create corrective action plans. Create standard operating procedures (SOPs) and update existing SOPs for specialized technical support. Ability to multi-task projects and daily operations while providing regular status updates to management. TECHNICAL SKILLS / COMPETENCIES: MANDATORY ITIL certification (Foundation level or higher). Experience with ticketing systems (e.g., ServiceNow, HPSM, Manage Engine, Ivanti). Must have a solid understanding of the hardware, software, and network infrastructure that they will be supporting. This includes knowledge of operating systems, hardware components, applications, and network protocols. Must have excellent technical knowledge of computer systems, software applications, and hardware peripherals. This includes troubleshooting, diagnosing, and resolving technical issues. Must have excellent expertise in preparing the Analytic and operation reports and presentation. Should be confident in presenting the same with stakeholders. The Desktop Support lead will work in a fast-paced environment and must be able to adapt to changing priorities. SOFT SKILLS: MANDATORY Ability to explain technical concepts in a clear and understandable manner to non-technical users. Effective listening skills to accurately understand user problems and concerns. Patience and empathy to deal with frustrated or anxious users. Ability to build rapport and trust with end-users. Ability to work effectively as part of a team, collaborating with other IT professionals. Willingness to share knowledge and assist colleagues. #J-18808-Ljbffr