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.
• Responds 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
• Collecting and analyzing historical data using statistical tools
• Working 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 revision 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.
• Reviews deliverable 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
• Activity 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 as well as the creation of personal development plans identifying opportunities for improvement to ensure business needs are met.
• Work closely with field services staff to ensure proper escalation of technology issues

Salary Range: $70,000-$80,000 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