Wood are looking for a Deskside Support Team Lead to look after our Americas region. The role is responsible for the service delivery as per agreed SLAs for IT deskside support. Manage, coach, develop and motivate a regional team of deskside support coordinators, ensuring effective support delivery to end users.
You will be accountable for ensuring prompt and accurate customer service and for increasing client satisfaction while combining technical expertise with leadership skills to ensure smooth IT support operations.
RESPONSIBILITIES
Key accountabilities within the role:
Ensure all deliverables are met as per SLA's
Plan and prioritise work of the team to ensure continuity of the business
Track computer system issues through to resolution, within agreed SLA.
Acts as the senior member of the team supporting query
Provide prompt and accurate feedback to customers.
Ensure all issues are properly logged with regular updates documented.
Collaboration with other support teams to highlight trends, ongoing issues and share knowledge.
Keeping up with technology trends and updates and a willingness to learn new software and tools
To assist in the delivery of IT projects.
Provide training, mentoring, development and knowledge transfer to other deskside staff
To manage Deskside support Service Management queues liaising with Deskside Support on a regular basis to discuss job queues / status determine priorities for Deskside to ensure they meet operational and project goals
Review and highlight trends
Manage conflict and build trust within the business
QUALIFICATIONS
Qualifications:
Certified training or equivalent experience relevant for specific job role. ITIL training preferable
Knowledge, skills and experience:
Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
Hands-on experience with Windows OS, mobile devices, peripherals, Intune and SCCM deployment methods as well as excellent proven troubleshooting skills.
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and anti-virus programs
Ability to perform remote troubleshooting and provide clear instructions.
Ability to provide step-by-step technical help, both written and verbal
Excellent problem-solving and multitasking skills
Leadership experience with the ability to manage and motivate a team which may not be local to you
Ability to thrive under pressure. maintaining composure and delivering optimal results in challenging situations
Personal attributes:
Effective communication, both verbally and in writing
Strong problem solving ability.
Customer-oriented attitude
Ability to handle frustrated or stressed users with empathy.