Desktop Support Team Lead

2 months ago

Indianapolis, United States Midwest Technology Partnership, LLC (MTP) Full time

We are looking for an experienced Desktop Support Team Lead to join our team. In this role, you will be responsible for leading a team of Desktop Support Technicians to provide technical support for desktops, laptops, and mobile devices in a corporate environment. You will ensure the team is delivering exceptional customer service and resolving issues in a timely and efficient manner.

Responsibilities:

  • Lead a team of Desktop Support Technicians in a fast-paced environment
  • Manage day-to-day operations of the Desktop Support team, including assigning and prioritizing tasks, monitoring team performance, and coaching team members
  • Perform in-depth troubleshooting and problem resolution, including root cause analysis, to identify and resolve complex technical issues
  • Ensure compliance with company policies and procedures, and maintain accurate documentation
  • Provide technical support for desktops, laptops, and mobile devices in a Windows environment
  • Install, configure, and maintain desktop hardware and software, including operating systems, applications, and peripheral devices
  • Manage and maintain relationships with vendors and service providers
  • Provide excellent customer service to all employees, ensuring timely resolution of issues
  • Continuously identify opportunities for process improvements and drive initiatives to enhance team performance and customer satisfaction
  • Stay up-to-date with new technologies and industry trends

Required Skills & Expertise:

  • Bachelor's degree in computer science or information technology
  • 5+ years of experience in desktop support or a related field
  • 2+ years of experience in a team lead role
  • Strong knowledge of Windows and Mac operating systems and applications
  • Experience with hardware and software installation, configuration, and troubleshooting
  • Experience with network and infrastructure support
  • Excellent customer service and communication skills
  • Creates an enjoyable, professional experience with all team members
  • Detail oriented and strong organizational skills
  • Strong problem-solving and analytical skills, including experience with troubleshooting and root cause analysis
  • Ability to work independently and as part of a team
  • Certification in A+ and/or Network+ is a plus

About You:

  • You have high level of motivation and drive
  • You are a self-starter
  • You are solutions oriented
  • You embrace accountability
  • You think of Team before “I”
  • You demonstrate humility
  • You are open-minded
  • You listen to understand and not to speak
  • You like to move fast with precision 
  • You enjoy learning
  • You enjoy interacting with team members
  • People have mentioned that you have a great personality
  • Your communication skills are one of your top strengths and are able to communicate respectfully with radical candor
  • You can communicate technology in “layman terms” 
  • You thrive under pressure
  • You demonstrate high integrity
  • You enjoy getting things accomplished

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