- Manage a team of Deskside Support technicians, providing guidance and support
- Provide technical support to end-users and resolve hardware, software, and connectivity issues
- Ensure incidents and requests are resolved according to defined SLAs
- Monitor team performance and identify improvement areas
- Drive continuous improvement of support processes, tools, and techniques
- Maintain relationships with end-users, management, and IT teams
- Report on team performance and KPIs
- Ensure team members are trained and equipped to deliver high-quality support
- Develop and maintain support documentation
- Participate in IT strategies and roadmaps
- Serve as IT point of contact and evaluate and recommend new IT assets for the site
- Liaise with and oversee outsourced IT services
- Advise on the budget for the area of responsibility
- Apply global Customer Services standards to the region and participate in the Global Customer Services team
Requirements
- At least 5 years of experience in a similar role with a team of Deskside Support technicians or other IT area technicians
- Strong technical knowledge of desktop hardware, operating systems, and software applications
- Proven track record in delivering high-quality customer service
- Strong leadership skills
- Knowledge of ITIL and IT service management processes is a plus
Core Competencies
Demonstrates strong leadership and technical expertise in managing Deskside Support teams, ensuring high-quality customer service and adherence to ITIL standards. Capable of driving continuous improvement in support processes and maintaining effective communication with stakeholders.
Highest-signal resume keywords
- Deskside Support Management
- Technical Support
- Customer Service Excellence
- ITIL Knowledge
- Team Performance Monitoring
Hard Skills
- Desktop Hardware
- Operating Systems
- Software Applications
- Incident Resolution
- Support Documentation
Soft Skills
- Leadership
- Communication
- Team Training
Industry Keywords
- IT Service Management
- Continuous Improvement
- SLAs
- KPI Reporting
- Outsourced IT Services