Help Desk Tier 2 Lead

Deskside Lead is responsible for supervising a support team of two to ten deskside computer technicians. The Deskside Lead functions as a supervisor and senior technician. They will coordinate administrative work, communicate workflow requirements, and ensures that team members receive training for new procedures and proper escalation during outages or periods of degraded system performance.

Responsibilities:

• Ensures feedback on technician quality assurance, problem resolution and customer satisfaction.
• Instructs, directs, and oversees the work of other personnel including scheduling and adjusting changing customer requirements.
• Provides solutions for all desktop and laptop systems, including hardware, software, and tools.
• Develops or modifies operating procedures and manuals to solve complex problems.