Lead/Senior IT Desktop Technician - Client Services

Job Summary

We are seeking a highly skilled and experienced Lead/Senior IT Desktop Technician to join our Client Services team. The successful candidate will be responsible for representing a team of IT professionals, managing ticket queues, and serving as the key driver of customer satisfaction for executives and senior leadership. This role requires a strong technical background, excellent leadership skills, and a commitment to process improvement and customer delight.

Team Leadership

• Mentor and guide a team of IT desktop technicians, providing guidance and support to ensure high performance and professional development
• Conduct regular team standup meetings to discuss progress, challenges, and updates
• Develop training programs and materials to enhance team skills and onboarding through knowledge management

Ticket Queue Management

• Oversee the management of our team's ticket queue, ensuring timely resolution and effective communication with end-users
• Prioritize and assign tickets and Kanban tasks based on urgency and impact; shifting coverage as needed
• Monitor ticket status and follow up with technicians and users to ensure issues are resolved satisfactorily based on department key performance indicators (KPIs)

Dashboard and KPI Measurement

• Monitor and report on key performance indicators (KPIs) to track the efficiency and effectiveness of IT services
• Create and maintain dashboards to visualize performance metrics and share monthly results with department leadership
• Analyze data to identify trends and areas for improvement and follow up relating to Service Level Agreement, Key Performance Indicators, and survey results

Process Improvement and Maturity

• Identify opportunities for process improvements and implement best practices to enhance service delivery and operational maturity
• Develop and document standard operating procedures (SOPs) for common tasks and processes
• Collaborate with other departments to streamline workflows and improve overall efficiency

Executive Support and Concierge Service

• Provide "at the elbow" IT support to executive staff, ensuring their technology needs are met promptly and efficiently
• Set up and maintain executive devices, including laptops, tablets, and smartphones
• Troubleshoot and resolve technical issues for executives, often on short notice, or on location for AV services as required

AV Conference Room Liaison

• Serve as the primary point of contact for AV conference room setups and troubleshooting, ensuring seamless operation for meetings and events
• Coordinate with facilities and external vendors to maintain and upgrade AV equipment
• Provide training and support to users on how to operate AV systems

Hardware Technical SME

• Act as the subject matter expert for End User hardware, providing technical support and guidance to the team
• Manage the lifecycle processes for hardware, including procurement, deployment, maintenance, and disposal
• Troubleshoot and repair hardware issues, coordinating with vendor support as needed

Microsoft Endpoint Management SME

• Serve as the subject matter expert for Microsoft Endpoint Management, ensuring the effective deployment and management of endpoint devices
• Configure and manage endpoint security policies and compliance settings
• Provide training and support to the team on Microsoft Endpoint Management tools and best practices

Must-Have Qualifications

• ITIL v4 certification
• Proficiency with ServiceNow
• Asset management experience
• Proven team leadership experience

Nice-to-Have Qualifications

• Microsoft Certifications
• Project management background or certifications
• CompTIA A+ / Network+ certifications

Education and Experience

• Bachelor's degree in computer science or a related field
• 5+ years of experience in computer hardware deployment
• 3+ years of experience in IT project execution
• 2+ years of experience in executive support
• 1+ years of experience in conference room support and triage