Global Support Desk Team Lead
3 weeks ago
Primary role: To build and manage the Global Support team, develop and deploy systems and procedures, provide Tier I and Tier II support, and escalate issues where necessary. Key responsibilities include fostering a culture of experimentation, encouraging learning, and focusing on recognizing and developing talent.
What you'll do:
* Supervise and manage daily operations of the helpdesk and maintain SLA targets.
* Develop and maintain detailed and accurate documentation.
* Provide problem management and troubleshooting support and diagnose to resolve critical system issues globally.
* Track and manage department subscriptions, licenses, services, and contracts.
* Support user account maintenance using Active Directory, Azure AD and configure, deploy, maintain, troubleshoot, and support, laptops, desktops, printers, and mobile devices.
* Experience supporting and managing 600+ users with a dispersed team globally.
* Draft, update, and maintain IT Operation SOP, user documentation, usage policies, training guides, and procedures.
* Mentor and develop Technical Services staff to ensure growth in skill sets, as well as develop a succession plan.
* Conduct regular standup meetings with the team to review tickets and ensure requests are being completed and properly assigned.
What you must have:
* Ideal candidates for this role will have prior work experience at a company with 700+ users and multiple sites.
* 3 years' experience leading a Helpdesk team of 5+ employees.
* Excellent interpersonal skills and ability to establish effective work relationships.
* Able to work with minimum supervision and be self-motivated.
* Strong interpersonal, organizational, and problem-solving skills.
* Willingness to work outside normal business hours when needed.
* Ability to actively participate in team development and promote team-oriented processes.
* Capability to think outside the box.
* Strong written and verbal communication skills, including presentation skills.
* Willingness to support global multisite environments.
* Hands-on experience with MS O365, MS InTune, Entra ID, Active Directory
* Hands-on experience with Linux and MacOS are a plus.
* Scripting experience with Powershell is a plus
* Knowledge of ISO 27001 and NIST 800-171/CMMC 2.0 are a plus
* Some overseas travel may be required.
* US Citizen
Education:
* BA/BS in Information Technology, Computer Science, or equivalence in experience
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