Deskside Support Team Lead

Stefanini Group; Owensboro (KY); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading IT service provider is seeking a Deskside Support Team Lead in Owensboro, KY. This role involves managing a team, providing technical support for hardware and software issues, and ensuring efficient service delivery. The ideal candidate should have over 2 years of management experience and a strong background in IT support, including both Windows and Mac systems. If you are proactive with excellent communication skills, this position offers a full-time employment opportunity.

Qualifications

• 2+ years of management experience including coaching, training, and mentoring.
• Experience supporting both Mac OS and Windows OS.
• Ability to perform in-depth research and troubleshooting.

Responsibilities

• Create a cohesive team environment through consistent management.
• Ensure direct reports meet their goals and follow departmental processes.
• Troubleshoot and resolve hardware and software issues for Windows devices.

Skills

Interpersonal skills

Attention to detail

Problem-solving

Communication skills

Time management

Flexibility and adaptability

Education

High school diploma or equivalent

Tools

Windows OS

Mac OS

Microsoft Office

AV Conferencing Systems

Printers

Job description

Job Description

Deskside Support Team Lead at Stefanini Group

Who we are

Stefanini is a full service global provider of offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world.

Responsibilities

• Create a cohesive team environment through consistent management
• Coach and counsel direct reports including providing feedback, positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues
• Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and perform other administrative tasks as assigned
• Perform root cause analysis and identify opportunities to improve efficiencies
• Ensure direct reports meet their goals and follow departmental processes
• Responsible for day to day operations of Service Desk
• Work with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client
• Desktop/laptop tech support (Mac and PC)
• Windows 7/10/11 operating systems
• iMac Support - IT equipment Install/Move/Add/Change
• Maintain repairs, spare parts, and components
• Research and troubleshoot problems
• Maintain system configurations and documentation
• Track and resolve customer incidents and requests through the client's ticketing tool
• Troubleshoot and resolve hardware and software issues for Windows devices
• Backup, restoration, and migration of user data
• Smart Hands support with networking, server, and telecommunications technologies
• Printer and peripheral device support
• Inventory management of IT assets including asset auditing
• Ability to research and follow appropriate KB articles
• Ability to work on-call and other after-hours support needs
• May provide Executive support
• Various other tasks associated with deskside services
• May need to be available to provide support at other client locations as needed
• Other duties as assigned

What do you need to succeed?

• High school diploma or equivalent required
• 2+ years of management experience including coaching, training, mentoring, interviewing, hiring and terminations
• Good interpersonal skills
• Excellent attention to detail and organization skills
• Effective time management and organizational skills
• Excellent verbal and written communication skills
• Be a big-thinker, able to think strategically and part of the big picture
• Be flexible & adaptable in understanding of client needs and goals to achieve successful outcomes
• Experience supporting Mac OS, Windows OS, Microsoft Office, Smart Phones, AV Conferencing Systems, Printers and PC hardware
• Able to uphold a positive attitude at all times, even under stressful conditions
• Experience supporting remote facilities and users
• High level of professionalism and strong personal interaction skills
• Ability to perform in-depth research and troubleshooting for complex technical issues
• Ability to prioritize and complete all work tasks with minimal supervision
• Ability to walk, bend, stand for long hours, and lift equipment up to 50 pounds
• Ability and willingness to learn new technologies
• Deskside / Desktop / End User Computer experience, ideally in a corporate environment
• Proven ability to handle challenging, rapid-response user support
• Proven ability to balance, prioritize and organize multiple tasks

Desired Characteristics

• A+ Certification
• Microsoft Certified Professional (MCP)
• ITIL Foundations
• Lean Six Sigma

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Business Consulting and Services

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