Desktop Systems Project Lead

Profile

Essential Functions:u00A0Supervise global desktop support team; oversees daily operation of desktop support analysts and coordinators. Ensures teamu2019s performance and success at all locations (Campus, Remotes, Crown World).Provides technical software/hardware, phone, and desktop support to employees with high degree of customer service and technical expertise.Supervises desktop support team in all aspects of work; includes schedules (maintains proper service time coverage), team and individual performance, assignments, and employee issues. Ensures hardware lease returns and refresh quarterly.Documents hardware movements using ServiceDesk Plus.Populates scorecards monthly; attends recurring meetings with employees to provide feedback.Collaborates with SCCM team to progress towards industry best practices by automating software deployments, zero touch installation (ZTI), patching, application packages, and collections in System Center Configuration Manager. Ensures all desktop software are up-to-date with patches to meet or exceed compliance and/or industry standards.Coordinates and manages projects with other IT support personnel; includes Apps Support, ITSupport, Scrum Support, Systems,u00A0and Developers.Monitors ServiceDesk Plus ticket queue for desktop support to ensure problems are handled efficiently and effectively; escalates tickets to other teams and documents all troubleshooting steps and pertinent information. Provides management reports on desktop support operations and issues.Advises and trains desktop support analysts on operational procedures and troubleshooting techniques.Updates and communicates equipment replacement and software change schedule.Assists with daily IT Technical Support functions where needed.Coordinates activities by scheduling project oriented assignments and setting priorities.Oversees assignments and status of ITSM tickets; ensures ticket resolution notes and best practices are completed by ticket owner.Manages and communicates stock requests for IT hardware, software, and consumables.Provides updates to IT Manageru00A0regarding pending tasks and projects; maintains records, prepares reports, and composes correspondence relative to the work.Creates long term tasks and projects in ITSM; reviews ITSM reports and projects on a weekly basisPerforms other related duties and projects as business needs require at direction of management.Eductaion and Experience:u00A0High school diploma or equivalent.Minimim three (3) years experience in a supervisory capacity required. Minimum twelve (12) years of experience in applications or IT technical support, or any equivalent education and/or experience from which comparable knowledge, skills and abilities have been demonstrated/achieved. Must have previous experience supporting enterprise applications.Formal education in Information Technology, a plus.Pay Range: $90,000 - $110,000

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