Senior Desktop Support Specialist
4 weeks ago
As a Senior Desktop Support Specialist at Cynet Systems, you will be responsible for leading a team of technical support personnel in providing exceptional service to our clients. Your primary focus will be on supervising and guiding your team to ensure they have the necessary resources and support to meet departmental objectives.
Key Responsibilities:
Supervise and manage a team of technical support personnel, providing guidance and support to ensure departmental objectives are achieved.
Monitor ticket queues to ensure Service Level Agreements (SLAs) are met and proper documentation procedures are followed.
Ensure proper support processes and standard operating procedures are documented and followed to ensure timely resolution of technology issues.
Participate in and facilitate IT meetings with internal customers and other support staff.
Ensure proper inventory management of technology equipment, including maintaining stock of imaged desktops, laptops, and tablets.
Escalate incidents to proper internal IT teams as needed.
Requirements:
Bachelor's degree or equivalent experience.
2+ years of supervisor experience in a technical setting.
Demonstrated leadership experience with the ability to lead and direct others to achieve or exceed individual and organizational goals and objectives.
Experience supporting executive or VIP level customers.
Ability to supervise technical staff and understand and escalate technical issues.
Ability to meet scheduled task requirements within assigned deadlines.
Preferred Qualifications:
1+ year in a tech lead or team lead role, helping with hiring, performance reviews, and coaching staff.
Experience creating technical documentation and Standard Operating Procedures (SOPs).
Previous experience in a supervisory or manager-type IT role.
Technical certifications, including CompTIA, HDI, or Microsoft Certifications.
About Cynet Systems:
Cynet Systems is a leading provider of IT services and solutions. We are committed to delivering exceptional service to our clients and providing a supportive and collaborative work environment for our employees.
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