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Desktop Support Lead

2 months ago

Mastic Beach, New York, United States MyCareersFuture Full time

Job Summary

MyCareersFuture is seeking a highly skilled and experienced Desktop Support Lead to join our team. As a key member of our IT department, you will be responsible for managing the IT Support team and providing 1st level technical support to our users.

Key Responsibilities:

  • Manage the IT Support team to provide 1st level technical support to users
  • Act as a further escalation point for unresolved or escalated cases
  • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries
  • Report to senior management on any issues that could significantly impact the business
  • Take overall responsibility for incident management and request fulfillment
  • Ensure staff take ownership of user problems and be proactive when dealing with user issues
  • Ensure all calls and emails are logged in the Service Desk logging system

Requirements:

  • Minimum 3 years of end-user support experience, desktop or technical service desk
  • Minimum 1 year of experience in leading a team
  • In-depth technical skills to support existing and new computing devices, including desktops, notebooks, tablet devices, and smartphones
  • Familiarity with Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications
  • Familiarity with Service Desk day-to-day operations
  • ITIL 4 Foundation certification is preferred