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Desktop Support Team Lead

2 months ago

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

We are seeking a highly skilled Desktop Support Team Lead to join our team at Midwest Technology Partnership, LLC (MTP). 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.

Key Responsibilities:

  • Team Leadership: Lead a team of Desktop Support Technicians in a fast-paced environment, ensuring the team is delivering exceptional customer service and resolving issues in a timely and efficient manner.
  • Operational Management: Manage day-to-day operations of the Desktop Support team, including assigning and prioritizing tasks, monitoring team performance, and coaching team members.
  • Technical Expertise: Perform in-depth troubleshooting and problem resolution, including root cause analysis, to identify and resolve complex technical issues.
  • Compliance and Documentation: Ensure compliance with company policies and procedures, and maintain accurate documentation.
  • Technical Support: Provide technical support for desktops, laptops, and mobile devices in a Windows environment.
  • Hardware and Software Management: Install, configure, and maintain desktop hardware and software, including operating systems, applications, and peripheral devices.
  • Vendor Management: Manage and maintain relationships with vendors and service providers.
  • Customer Service: Provide excellent customer service to all employees, ensuring timely resolution of issues.
  • Process Improvement: Continuously identify opportunities for process improvements and drive initiatives to enhance team performance and customer satisfaction.
  • Professional Development: Stay up-to-date with new technologies and industry trends.

Required Skills and Expertise:

  • Education: Bachelor's degree in computer science or information technology.
  • Experience: 5+ years of experience in desktop support or a related field, with 2+ years of experience in a team lead role.
  • Technical Knowledge: Strong knowledge of Windows and Mac operating systems and applications, experience with hardware and software installation, configuration, and troubleshooting, and experience with network and infrastructure support.
  • Soft Skills: Excellent customer service and communication skills, ability to work independently and as part of a team, and strong problem-solving and analytical skills, including experience with troubleshooting and root cause analysis.
  • Certifications: Certification in A+ and/or Network+ is a plus.

About You:

  • Personal Qualities: You have a high level of motivation and drive, are a self-starter, and are solutions-oriented.
  • Team Player: You think of the team before yourself, demonstrate humility, and are open-minded.
  • Communication Skills: You have excellent communication skills, are able to communicate respectfully with radical candor, and can communicate technical information in layman's terms.
  • Integrity and Accountability: You demonstrate high integrity, thrive under pressure, and enjoy getting things accomplished.