This role will lead a team of support engineers by providing essential leadership to maximize key performance indictors to ensure premier customer service. The role will require you to maintain, establish, and promote excellent working relationships between your team, customers, and management. Responsibilities include reviewing, prioritizing, and ensuring closure of support tickets through the service desk application. You will be part of a team that develops and administers a workstation strategy that includes technical standards, process automation, and performance analysis. This leadership role will be a user advocate and work to ensure business system needs are met. This is an On-Site position working at our Headquarters in the Denver Tech Center.
Must-to-Have:
8+ years of experience in Information Technology
5+ years of experience overseeing desktop support operations and managing staff
Hands-on experience with O365, JAMF, Ticketing and InTune
ITIL Foundation certification a plus
Essential Duties:
Manage a team of Desktop Support Engineers
Appraising performance
Addressing complaints and resolving problems
Manages support intake process
Analyzes, and manages SLAs, and routes tickets to the appropriate team
Owns the lifecycle management of a support ticket; ensures that it is solved properly and meets KPIs
Manages and maintains application access, security, configuration and support
Owns the change management process for upgrades and new releases
Creates, manages and deploys policies via Intune and JAMF
Manages the onboarding and offboarding of staff
Lead and oversee the development and training of staff
Manages hardware and software budgets and forecasting
Analyzing ticket trends and adjusting or creating new KPIs based on findings
Provides tier II technical support to customers for all corporate systems and software components
Research, build and deploy OS and software patches to computing devices and hardware
Oversees the desktop anti-virus application and process for Windows and Mac