Help Desk Tech Lead

Stamford, CT, United States

Position: Help Desk Lead / Executive SupportJob SummaryThe Help Desk Lead/Executive Support is an energetic and forward thinking person who engages with and reviews the activities of all help desk team members to ensure that they deliver excellent customer service and provide customer guidance. The Help Desk Lead is responsive and responsible for providingprofessional, detailed and comprehensive technical support to customers. A strong customer servicemindset is the key to succeeding in this role. This hands on team lead will assist with escalations, standardization of help desk services and procedures, along with streamlining any discovered inefficiencies. This person will play a key role in the continued development of the IT Help Desk team.Essential Job Duties - Responsibilities will include but are not limited to the following:•Support a Secure and Stable IT environment•Utilize ticket tracking system to document all support incidents•Create and maintain detailed and complete help desk documentation•Report on metrics and KPIs for the help desk•Identify opportunities for automation and assist with the development of automation systems to address those opportunities•Participate in research, planning, scoping, implementation and ongoing support for projects•Manage equipment storage and life cycle including asset inventory of hardware, software andsupport assets •Showcase level of expertise by providing satisfactory explanations and solution to customer questions and issues to gain their confidence •Technical Escalation: Serve as a technical escalation point for help desk techs•Balance and prioritize multiple projects and remain calm under pressure.•Order pre-selected desktop equipment for projects, office moves and day to day inventory•Enforce IT standards and educate employees about compliance issues•Practice regular and transparent communication cc's regarding senior staff support to End User Technology Manager and NetTech DirectorTechnical Qualifications and Experience:Required:•Expert level knowledge of desktops, laptops and Windows 10 operating system•Expert level knowledge of Microsoft Office functionality, able to support users in different Office applications: Excel, PowerPoint, Word. VBA knowledge a big plus•Strong skills in Teams and Office 365•Strong skills in building computer images•Strong skills in mobile operating systems, iOS and Android•Mobile and Cloud Device Management•Understanding of ITIL, ticketing and asset management system•Understanding of security practices including physical, internet, and wireless security•Strong understanding of user authentication, permissions and multifactor authentication•Networking experience including a demonstrated understanding of VPN, LAN, WAN, and wirelessPreferred:•Project management and delivery skills•Demonstrated understanding of switches, routers, and other network hardware alongwith server virtualization technologies•Understanding Citrix environment and support protocols and services•Strong background in the following:o Microsoft Active Directory User and Computer Managemento Microsoft Teams serviceso Cloud technology, Azure knowledge a pluso ServiceNow ticketing and Asset ManagementOther Knowledge, Skills and Abilities:•Ability to self-motivate, work independently, and take ownership of job responsibilities•Experience in providing C-Suite white glove executive support•Proven exceptional customer service and troubleshooting skillsetsEducation and Experience Requirements:•Bachelor Degree in related field•Minimum 8 years of experience within Information Technology•Minimum 4 years of documented Help Desk Team Lead/Executive Support Experience•Microsoft Certified Professional preferred

Help Desk Lead - Roles & Responsibilities

Meet with all L2's 1x1 in a weekly scheduled meeting to review ticket queue, blockers, etc.

Weekly review of Asset team's stock room inventory and then work with Procurement team to order pre-selected desktop equipment and peripherals for office moves and day to day inventory

Technical Escalations: Serve as a technical escalation point for L1/L2/Randstad Supervisory staff/ Help Desk technicians.

Participate in daily Teams Chat with L1/L2/L3 regarding day to day, general info sharing and escalations

Communicate with L1 Randstad staff daily to ensure service levels are maintained and blockers are raised and addressed accordingly

Provide Executive/Admin white glove support - Builds relationship with Exec/Admin. Have bi-weekly check-ins.

ServiceNow queue management and reporting on metrics and trends (Daily/Weekly/Monthly) and KPIs for Help Desk. (Aged tickets, FCR, ASA, etc.).

Quality review of work notes and comments in tickets to ensure full and complete details are documented of issue, steps taken and resolution or next steps.

Identify opportunities for automation i.e., account creations/documentation creation, assist development of system to address these opportunities.

Provide exceptional customer service and detailed support, transparent communication end to end. i.e., proactively open a ticket for the user, warm transfer or escalation if needed.

Meeting weekly or more with Help Desk Manager to ensure transparent and synchronous communication on day-to-day challenges, as well as reviewing any current Executive issues.

Review staffing schedules weekly to ensure full coverage as per the on-call schedule. Contingency for techs that are OOO for various reasons. Communicate any changes to team and update of escalation tree. Help Desk Lead will reassign tickets accordingly for continuous work to ensure no drop off in service.

Conduct interviews and recruiting for L1/L2 staffing per our documented job descriptions.

Meet with Help Desk Manager and other NetTech teams for collaboration on info sharing, solutioning, escalations, blockers or project work regarding L1/L2

Establish best practices through the end to end technical support process and enforce IT standards for HW/SW/Policy & Procedure while communicating effectively to L1/L2 and end users utilizing all available tools i.e. phone, teams, e-mail, etc.

Gather requirements from end users and other key stakeholders when investigating issues or scoping out projects to ensure existing and future technology standards are implemented.

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