Desktop Support Team Lead

At Early Warning Services, we're dedicated to providing cutting-edge solutions to the U.S. financial system. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

This position is located in Scottsdale, San Francisco, Chicago, or New York and follows a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire.

This position is ineligible for employment Visa sponsorship.

The Desktop Support Team Lead is responsible for ensuring day-to-day End User technical initiatives, including support of the Employee Service Desk, Tier 2 and Senior Technicians, are met and resolved timely.

The successful candidate will manage workflow and ensure that optimum customer service to a hybrid onsite and remote workforce is provided.

• Provides leadership support for projects, technology opportunities, and value add to our customers.
• Manages service decisions and escalations to resolution and identifies continuous improvement opportunities as appropriate.
• Tracks, monitors, and coordinates with other IT areas to ensure timely resolution to problems.
• Communicates courteously and effectively with end users in the problem resolution process.
• Creates documentation process and procedures for use by other IT organizations.
• Develops and establishes Desktop Support standards and procedures.
• Develops and implements improvement plans. Leads presentations on process improvements in team meetings.
• Acts as a single point of contact for customers to deliver the service and set the right expectation.
• Identifies, researches, and resolves level two and level three issues for internal users, including but not limited to workstation, printer, and SSL VPN support.
• Provides level one and level two 2-factor token support for internal users.
• Manages the installation and maintenance of workstation and printer infrastructure solutions in support of user environments.
• Oversees testing on workstations for new hardware/software and POCs.
• Acts as a liaison with the Desktop Engineering team on all matters regarding workstations.
• Oversees the establishment and maintenance of the Knowledge Base within the current ticketing system. Ensures ticketing system is kept current with full documentation and disposition details.
• Provides ServiceNow queue management and reporting on team performance.
• Partners with other groups as necessary, researches, and documents any new workstation software or hardware and possible impacts on EWS End User Experience, productivity, and usefulness.
• Responds to information security events related to add/change/deletes and other user privilege changes.
• Creates schedules for onsite technicians, such as but not limited to onsite schedules and on-call schedules.
• Reviews and approves employee schedules, which includes requesting time off and ensures sufficient staffing levels through scheduling and assignment of overtime as needed.
• Provides guidance and training for Desktop Support Technicians. Mentors senior technicians on a variety of technical subjects, project management, and customer service skills.
• Coaches all team members and motivates them to produce desired results. Coaches and counsels employees in the area of conflict resolution with internal and external customers.
• Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
• Stays current on the latest industry technologies, trends, and strategies.
• Completes work in a timely and accurate manner while providing exceptional customer service.

• This position requires a high school diploma or GED.
• Must have a minimum of 8 years of experience supporting customers as a desktop support technician/senior level technician or related IT experience.
• Prior experience in a supervisory, mentorship, or leadership role is preferred.
• Experience ensuring proper escalation of tickets, address customer enquiries, resolve issues, and obtain customer feedback proactively.
• 5+ years of experience managing service workflows, keeping queue moving, assigning activities.
• Minimum 4 years' experience with Microsoft Active Directory and user account administration and Group Policy management.
• Progressive experience managing professional relationships is necessary. Proven ability to establish mutually beneficial relationships through negotiations, coordination, professionalism, courtesy, and managing expectations is required.
• ITIL v4 Certification and Comp TIA Network Certifications are required.
• Advanced knowledge of Telephony infrastructure and administration is necessary.
• Advanced proficiency with Windows 10 Operating Systems, O365, Microsoft Office Suite applications, software installations, Active Directory, and any other relevant tools used by the Desktop Support team.
• Advanced knowledge of domain structures, user authentication, and authorization.
• Advanced knowledge in Microsoft Network Infrastructure and Architecture layout.
• Advanced knowledge in Windows imaging solutions.
• Advanced proficiency with Microsoft office, including skills with Word, Excel, PowerPoint, and Outlook are necessary. Ability to prepare communications, reports, proposals, and presentations using graphs, pivot tables, charts, and other tools.
• Demonstrated experience with Telephony infrastructure and administration is necessary.
• Must demonstrate strong attention to detail.
• Ability to identify complex problems, review information to develop and evaluate options, then implement solutions is essential.
• This position requires excellent verbal and written communication, interpersonal, and customer service skills, including the ability to write in a clear and concise manner; present complex ideas clearly.
• Comfortable communicating via phone, WebeX, Zoom, Teams.
• Progressive experience managing professional relationships is necessary. Proven ability to establish mutually beneficial relationships through negotiations, coordination, professionalism, courtesy, and managing expectations is required.
• Proven ability to communicate across all levels of the organization is necessary; must be able to clearly articulate technical ideas to a non-technical audience both verbally and in writing.
• The ability to work efficiently and accurately under pressure, meet deadlines, present a professional demeanor, and work well independently is essential.
• Must possess strong organization skills, including the ability to multi-task and manage multiple projects to meet various deadlines in a fast-paced environment.
• Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude, is essential.
• In addition, troubleshooting, organizational, and problem-solving skills with a can-do attitude and the ability to adjust to changing requirements are essential.
• Must be a US Citizen or US National only.
• Background and drug screen.
• Physical Requirements:
  • Working conditions consist of a normal office environment.
  • Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours.
  • Work will require standing, walking, kneeling, bending, and reaching to identify asset information on fixed hardware.
  • Must be able to lift up to 50 pounds occasionally and/or negligible amount of force frequently.
  • Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment, including personal computers.
  • Requires the ability to communicate with internal and/or external customers.
• Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.
• The above job description is a summary of job responsibilities and is not intended to be an all-inclusive list of duties and standards of the position.
• Incumbents will follow instructions and perform tasks and other duties as assigned by their supervisor.
• Early Warning Services is an affirmative action and equal opportunity employer.