Desktop Support Team Lead

1 week ago

Richmond, United States Kinsale Insurance Company Full time

Kinsale Insurance is seeking an individual who is dedicated to delivering outstanding support for end users and their technology while maintaining a high standard of customer service. The Desktop Support Team Lead will play an important role in overseeing the daily operations of the Helpdesk team and will report directly to the Manager of Windows Technologies. The Lead will mentor and guide other desktop support specialists, troubleshoot problems, and be an escalation point for more complex issues. The ideal candidate is a problem solver with a proven ability to identify and implement process improvements.
Responsibilities

  • Serve as the team lead for the Helpdesk and Desktop Support team, directing the day-to-day activities as well as providing coaching and mentoring for team members
  • Resolve technical issues for company personnel and customers
  • Serve as an escalation point and further escalate issues that cannot be resolved by the team to appropriate resources when necessary
  • Clearly and thoroughly document requests for assistance in our ticket management system and track incidents through to resolution or escalation
  • Assist with installation, management, and maintenance of desktop, laptop, mobile, and peripheral devices
  • Establish and improve support processes for the team
  • Provide input and recommendations for system enhancements
  • Evaluate and test new product versions with recommendations for upgrade and replacement schedules
  • Lead efforts to enhance support tools and capabilities
  • Adhere to existing trouble resolution, change management, information security, asset management, and other relevant policies and procedures
  • Provide support on rotational basis schedule for weeknight and weekend coverage, performed remotely
  • Assist with onboarding and training for coworkers
Requirements
  • Bachelor's degree in IT related field, relevant certifications, or equivalent experience
  • At least 5+ years of professional IT experience
  • At least 2 years directing the day-to-day tasks of others
  • Excellent oral and written communications skills
  • Customer service focused, with a strong collaborative and team-oriented approach
  • Ability to prioritize work and exercise good judgement while managing multiple tasks
  • In-depth knowledge of Windows 10 and 11, Microsoft Office 365, Windows Update Services (WSUS), Windows diagnostic tools and utilities, Active Directory users and groups, and network services (i.e., DNS, DHCP, SFTP, SSH, SMTP)
  • Thorough knowledge of Windows management/deployment technologies (i.e., Intune, WDS, PDQ), Active Directory group policies, MacOS or Linux operating systems, network equipment, virtualization, mobile device management and/or telephone systems
  • Familiarity with cloud technologies (AWS or Azure) and information security concepts
  • Familiarity with SaaS ticketing systems
  • Able to lift up to 30 lbs. and route cables and position equipment under office furniture
At Kinsale we offer the following great benefits:
  • Competitive salary with performance-based bonus opportunities
  • Single and Family Health, Dental and Vision Insurance plans with HSA funds contributed
  • Short-Term and Long-Term disability
  • Life Insurance
  • Matching 401(k)
  • Generous Paid Time Off and Holidays
  • Education dollars for training and certifications
  • Promotion from within the company with clear goals and developed career paths

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