Onsite Support Lead

Job Description

• Lead a team of desktop engineers (~20 across different Sites) in handling all operational / escalation issues and all incidents
• Understanding of daily operations and delivery processes
• Strong understanding of AMDB and CMDB architecture
• IT Stockroom Management, Operational variance
• Monitor teams assigned projects to ensure they are completed on time
• Able to execute all assigned projects quickly and efficiently with a sense of urgency
• Respond to customer inquiries regarding technical issues and management of escalations
• Handle customers’ complaints and ensure customer satisfaction during closure
• Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation
• Perform monthly operation review & trend analysis
• Support of onsite and offsite meetings
• Manage stockroom activities
• Collect and analyze historical data using statistical tools
• Work with inventory management software to track inventory levels, set reorder points, manage purchase orders, and generate reports
• Lead the Asset Management through its full lifecycle (plan, procure, assign, inventory, retire)
• Ownership of multiple sites
• Create and execute project work plans and revise as appropriate to meet changing needs and requirements
• Identify resources needed and assign individual responsibilities
• Manage day‑to‑day operational aspects of a project and scope
• Review deliverables prepared by team before passing on to client
• Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
• Establish metrics to measure efficient use of existing systems and resources
• Monitor team performance to ensure service levels and expectations are being met
• Provide leadership/support to ensure projects are staffed appropriately and timelines are met; manage staff of engineers including effective on‑call scheduling, performance coaching, and creation of personal development plans
• Work closely with field services staff to ensure proper escalation of technology issues

$70,000-$80,000 per year

• Discretionary Annual Incentive
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support:
  Maternal & Parental Leaves
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing

BACHELOR OF COMPUTER SCIENCE