Deskside Support Team Lead

Stefanini Group • Owensboro, KY, United States

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Details : 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. We have over 25,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia.

What will you do?

Create a cohesive team environment through consistent management
Coach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issues
Write employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing 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
Supporting IT equipment in large corporate environment
Desktop / laptop tech support (Mac and PC)
Windows 7 / 10 / 11 operating systems
Support mobile devices, printers, scanners, wireless, VPN, etc.
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

Job Requirements

Details : Who we are

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 ready to be and feel a part of the big picture

Be flexible & adaptable in your 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

Excellent verbal and written communication skills

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

High School Diploma (required)

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

#LI-MA1

#LI-ONSITE

Pay Range : $ 34.00 - $ 36.00

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Deskside Support • Owensboro, KY, United States