Global Support Desk Team Lead

2 weeks ago

Nashua, United States Parallel Wireless Full time

People come to work at Parallel Wireless because we are building the future of telecom. They stay, because they are challenged and driven by an incredible product and team. We take pride in our commitment to employee development, and our culture fosters an atmosphere of empowerment, trust, respect, and communication. Learn more about our mission, vision and values.

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

Parallel Wireless is the leading U.S.-based company challenging the world's legacy vendors with the industry's only unified ALL G (5G/4G/3G/2G) software-enabled OpenRAN solutions. Its cloud-native OpenRAN and network architectures redefine network economics for global mobile operators in both coverage and capacity deployments, while also paving the way to 5G. Through open collaboration with the OpenRAN ecosystem partners, Parallel Wireless has created the world's first and largest fully-compliant OpenRAN ecosystem that is capable of delivering next generation wireless infrastructure at a dramatically lower cost, ensuring more equal access to 5G across the globe. The company's OpenRAN portfolio is designed to help customers modernize their networks, reduce deployment costs and complexity, increase operational efficiency, enable interoperability, find new revenue streams, and start deploying multi-vendor 5G networks today. The company's customers include over 60 global mobile operators, as well as private and public industries and governments that use their software-defined network portfolio to reimagine their networks. Parallel Wireless's innovation and excellence in multi-technology, open virtualized RAN solutions have been recognized with 65+ industry awards. Please visit www.parallelwireless.com for more information.

Parallel Wireless embraces diversity and equality of opportunity. We are committed to building inclusive and diverse teams representing all backgrounds, with a wide range of perspectives, and empowering industry-leading skills. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

Parallel Wireless does not accept unsolicited resumes or applications from agencies or individuals. Please do not forward resumes to our jobs alias, Parallel Wireless employees or any other company location. Parallel Wireless is not responsible for any fees related to unsolicited resumes/applications.

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