Desktop Systems Supervisor - Irvine

Responsibilities:

  • Supervise a global Desktop Support team and oversee daily operation of Desktop Support Analysts and Coordinators. 
  • Providing quality technical software/hardware, phone and desktop support with a high degree of customer service and technical expertise.
  • Supervise the Desktop Support team in all aspects including schedules (maintain proper service time coverage), team and individual performance, and employee issues.
  • Responsible for quarterly hardware lease returns and refresh.
  • Accountable for 100% IT assets by properly documenting and tracking hardware movements using ServiceDesk Plus.
  • Works with SCCM team and work towards industry best practices by automating software deployments, zero touch installation (ZTI), patching, application packages, collections in System Center Configuration Manager.
  • Ensures all desktops in the enterprise are up-to-date with Windows patching and high percentage of compliance meeting or exceeding industry standard.
  • Coordinates and manages the work with other IT support personnel within the IT organization that includes Apps Support, IT Support, Scrum Support, Systems, Developers, and others.
  • Monitors ServiceDesk Plus ticket queue for Desktop Support to ensure problems are handled efficiently and effectively. Escalate tickets to other teams as required and document all troubleshooting steps and pertinent information.
  • Provides management reports on Desktop Support operations and issues.
  • Advises and trains Desktop Support Analysts on operational procedures and troubleshooting techniques.
  • Updates and communicates to departments the schedule of equipment replacements and software changes.
  • Evaluates and verifies employee performance through the review of completed work assignments, work techniques and performance.
  • Oversees the assignments and status of ITSM tickets by the site leads within the ITSM queue for the Desktop Systems Analysts.
  • Enforces ticket resolution notes and best practices are completed by ticket owner.
  • Provides exceptional Customer Service and communicates this in a professional manner to all of our customers.

Requirements:

  • Bachelors’ Degree with a formal education in Information Technology
  • 5+ years of experience in Desktop or IT Technical Support.
  • Must have previous experience supporting enterprise applications.
  • 3+ years of experience managing people and IT projects.
  • Enterprise System Center Configuration Manager (SCCM) 2012 and above.
  • SCCM Infrastructure, task sequencing, and Microsoft Distribution Points.
  • Excellent communications skills and exceptional customer service mentality.
  • ITIL v3 certified, a plus.
  • U.S. Citizen/green card holder required.
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