Desktop Support Officer - Site Lead (Education)
Core
Lead onsite technical support operations for customer environments, overseeing hardware/software troubleshooting and mentoring a team of Desktop Support Officers.
Role type
Senior IC Desktop Support Lead (Site Lead)
Builds
Onsite technical support services for enterprise customers
Domain
IT Support / Managed Services
Deliverable
client delivery
Required skills
hardware and software troubleshooting, team supervision and mentoring, process improvement, incident tracking and reporting, stakeholder liaison, security protocol adherence
Preferred skills
Mac and PC support, voice platform support, training facilitation, customer relationship management
Technologies
Macs, PCs, tablets, voice platforms
Responsibilities
Coordinate and deliver high-quality onsite technical support to customers across various locations, ensuring timely resolution of issues; Supervise and mentor a team of Desktop Support Officers, fostering a collaborative and high-performing work environment; Identify and implement process improvements to streamline operations; Maintain accurate records of support activities, including incident tracking and resolutions, and provide regular reports on team performance and customer feedback.
Seniority
Senior, hands-on IC with team leadership
