2nd Line IT Support
Sungrow Power Supply Co., Ltd.
AzureFirewallsITSMVoIP
Desktop Support Manager
BerryDunn — Assurance, Tax and Consulting
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $95,000 - $110,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AzureCloudGoITSM
About the role
- Oversee the procurement, testing, deployment, maintenance, and retirement of desktop hardware.
- Ensure hardware inventory is accurately tracked and maintained.
- Develop and implement strategies for hardware upgrades and replacements.
- Work with external vendors for hardware procurement, warranty claims, and support services.
- Manage the end-to-end process of support tickets, ensuring timely resolution.
- Monitor ticket queues and prioritize issues based on severity, impact, and defined Service Level Agreements (SLAs).
- Analyze ticket data to identify trends and areas for improvement.
- Track ticket resolution times, customer satisfaction, and team performance.
- Create and provide reporting to the Technology leadership team.
- Develop, implement, and enforce technology policies, procedures, and standards.
- Ensure compliance with organizational standards, policies and regulatory requirements.
- Process change requests and follow change request standards.
- Lead and manage a team of Technical Analysts, including hiring, training, scheduling, and performance evaluations while providing guidance and support.
- Oversee the quality assurance of the team's work, ensuring high standards are met.
- Assist team members in identifying and achieving their performance and development goals.
- Conduct regular team meetings to facilitate open communication and address any concerns.
- Develop and implement succession planning strategies to ensure continuity of service and leadership within the team.
- Promote cross-training among team members to build redundancy, enhance skill sets, and improve team flexibility.
- Implement and maintain quality assurance processes to ensure the highest level of support.
- Conduct regular audits of support activities and provide feedback for improvement.
- Identify training and development needs for team members.
- Provide opportunities for continuous learning and career advancement.
- Provide mentorship and guidance to team members to foster their growth and development.
- Collaborate with cross-functional teams to ensure seamless IT support and communication.
- Communicate effectively with stakeholders to understand their needs and provide appropriate support.
- Lead or contribute to IT projects such as hardware upgrades, software rollouts, or office moves.
- Administration of some IT products and services.
- Participate in budget planning and management for the desktop support function.
- Perform root cause analysis of systemic or recurring issues, identify trends and escalate problems when needed.
- Contribute to the development of disaster recovery and business continuity plans.
- Other duties and assignments are based on your technical experience and capabilities.
Requirements
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Relevant certifications such as ITIL and CompTIA A+.
- Proven experience in desktop support or a similar role, with at least 3 years in a managerial position.
- Excellent leadership, communication, and interpersonal skills.
- Strong knowledge of hardware lifecycle management, and ITSM tools such as Freshservice or similar platforms.
- Experience with Microsoft 365 applications, such as Office apps, Intune, Exchange & SharePoint Online, Teams, Azure Active Directory including account creation, maintenance, group management and security.
- Comprehensive understanding of IT security principles, including Role-Based Access Control (RBAC), multi-factor authentication (MFA), and social engineering threat mitigation.
- Ability to manage multiple priorities and work under pressure.
- Experience with A/V Equipment, Video Conferencing services and IP Telephony.
- Experience managing hybrid and remote teams.
