Senior Technical Support Engineer
Halcyon
AWSCloudCyber SecurityFirewallsLinuxMacOSNode.jsPythonTCP/IP
Salary
💰 $125,000 - $150,000 per year
Job Level
SeniorLead
Tech Stack
Cyber SecurityMacOS
About the role
- Manage the daily operations of the service desk team, ensuring timely and professional resolution of all support requests.
- Lead a service desk supporting 1,000 users in a fast-paced, high growth environment.
- Implement, configure, and optimize AI-enabled service desk/ticketing software to streamline workflows, optimize user up-time, and improve service desk satisfaction.
- Monitor, track, and report on service desk KPIs and SLAs, ensuring targets are met and service quality remains high.
- Develop and maintain ITIL-aligned processes for incident, request, problem, and change management.
- Provide leadership, coaching, and performance feedback to service desk staff, fostering a culture of high performance and excellent customer service.
- Collaborate with systems administration and security teams to ensure efficient escalation and resolution of complex issues.
- Maintain strong relationships with internal stakeholders, ensuring communication and expectations are managed effectively.
- Perform basic hands-on IT troubleshooting in a macOS environment as needed to cover staff absences or address high-priority tickets.
- Identify trends in support issues and recommend proactive solutions and user education initiatives.
- Drive continuous improvement in processes, tools, documentation, and user communications.
- 7+ years of IT support experience, including 3+ years in a service desk leadership or management role.
- Proven experience managing a service desk for 2,000 or more users in a high growth environment.
- Strong working knowledge of ITIL principles and best practices; ITIL Foundation certification or similar certification is strongly preferred.
- Directed Service Desk operations, confidently managing stakeholder relationships, expectations, and ensuring adherence to SLAs while fostering accountability and high performance.
- Demonstrated ability to track, analyze, and report on service desk SLAs and KPIs.
- Skilled at managing escalated issues and high-pressure situations with professionalism and empathy.
- Ability to perform basic technical troubleshooting for hardware, software, networking, and account access issues.
- Excellent people management skills with a focus on coaching, team development, and service excellence.
Requirements
- 7+ years of IT support experience, including 3+ years in a service desk leadership or management role.
- Proven experience managing a service desk for 2,000 or more users in a high growth environment.
- Strong working knowledge of ITIL principles and best practices; ITIL Foundation certification or similar certification is strongly preferred.
- Directed Service Desk operations, confidently managing stakeholder relationships, expectations, and ensuring adherence to SLAs while fostering accountability and high performance.
- Demonstrated ability to track, analyze, and report on service desk SLAs and KPIs.
- Skilled at managing escalated issues and high-pressure situations with professionalism and empathy.
- Ability to perform basic technical troubleshooting for hardware, software, networking, and account access issues.
- Excellent people management skills with a focus on coaching, team development, and service excellence.
