What are the responsibilities and job description for the Desktop Support Lead position at VHL Technologies?
Job Description
Desktop Support Lead
Bronx, NY-onsite from day one
Full time
Note: need or Citizens
Role Description:
- Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management)
- Provide leadership to the Desktop Support Team including coaching as required.
- Assist with scoping small/mid-sized projects and oversee.
- Manage and develop the Desktop teams daily, including managing workloads and ensuring quality, against Service Level Agreements
- Provide leadership and oversight of all the Desktop Support services and operations.
- Provide leadership, guidance, training, and performance feedback for your (Desktop) team members.
- Handle desk side support requests/issues, escalated from the Help Desk.
- Daily, Weekly & Monthly reports with respective to Incidents, Requests & Projects.
- Personnel shall provide technical support, system administration support, imaging, and lifecycle support to end users.
- Creating documents (SOP) on evaluations, procedures, checklists, and instructions for Desktop Team.
- Ensuring all Desktop Teams Tickets Incidents/Service Requests are met within the agreed SLA.
- Performing asset inventory/stock related activities as needed.
- Providing on-site cover as part of a shift arrangement, covering all areas of support.
- Perform RCA for recurring issues.
- Act as an escalation point for all requests and incidents.
- Perform reactive troubleshooting to effectively identify potential incidents or problems and attempt to eliminate them to occur in the future.
- Mainly need to know how to build images for Windows Environment
Salary : $75,000 - $0
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