Desktop Support Team Lead

4 weeks ago

New York, New York, United States Fairstead Full time
Job Title: Desktop Support Team Lead

Fairstead is a purpose-driven real estate firm dedicated to building sustainable communities across the country. Our team is responsible for delivering high-quality technical support services to end-users and fostering a positive and productive work environment.

Key Responsibilities:
  • Establish and enforce helpdesk procedures, workflows, and service level agreements (SLAs) to ensure efficient incident management, resolution, and customer satisfaction.
  • Monitor helpdesk ticketing system queues and ensure tickets are properly triaged, assigned, and resolved within defined SLAs, prioritizing critical issues and ensuring appropriate resource allocation.
  • Collaborate with other IT teams and stakeholders to ensure effective communication, coordination, and resolution of complex technical issues and projects.
  • Develop and maintain a knowledge base of commonly reported issues, resolutions, and best practices, promoting self-service capabilities and continuous learning.
  • Identify areas for process improvement, implement best practices, and drive efficiency enhancements to optimize helpdesk operations and increase customer satisfaction.
  • Analyze helpdesk metrics and performance indicators to identify trends, areas of improvement, and opportunities for proactive support measures.
  • Establish and maintain relationships with vendors, ensuring effective management of service level agreements, escalations, and resolution of vendor-related issues.
  • Collaborate with the IT leadership team to develop and implement IT support strategies, standards, and policies.
  • Stay up to date with industry trends, emerging technologies, and advancements in IT support practices, enhancing your knowledge and skills to provide effective leadership.
  • Serve as an escalation point for other team members and resolve high priority issues in a timely manner.
Qualifications:
  • Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
  • Proven experience in a technical support role, with a solid understanding of desktop support, helpdesk operations, and incident management processes.
  • Previous experience in a leadership or managerial role, partnering with a team of helpdesk or technical support professionals.
  • Strong knowledge of desktop operating systems, software applications, and hardware components.
  • Familiarity with networking concepts, protocols, and troubleshooting methodologies.
  • Strong customer service orientation and the ability to foster a customer-centric culture within the team.
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with end-users, stakeholders, and cross-functional teams.
  • Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions to improve support operations.
  • Strong problem-solving skills and the ability to think strategically and tactically to resolve complex technical issues.
  • Experience using, configuring, and managing support ticketing systems.
  • Relevant certifications such as ITIL, HDI Support Center Manager, or similar, are a plus.

Fairstead is an equal opportunity employer and is committed to diversity in backgrounds and experiences. We offer competitive total compensation that is commensurate with experience, location, and other market benchmarks. NYC Pay Range: $75,000

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