Service Desk Manager

Information Technology Hollywood, California


Description

Position at J2 Cloud Services

  • The Service Desk Lead will lead the team that is responsible for the delivery, performance, support and tracking of all End User Computing (EUC) assets globally for J2. This includes but is not limited to day-to-day troubleshooting, adds/moves/changes for network and computer equipment, IT Asset leadment, and ownership for the Service leadment Process. This role will also be responsible for delivery of assigned tasks and leadment of activities for larger projects within NetOps. This is a hands-on position in addition to managing a team of 4-6.
  • The ideal candidate will demonstrate exceptional technical and customer service skills and possess the ability to anticipate end user’s productivity needs and deliver them before they are evident. It is essential that the successful candidate will be highly organized and possess excellent communication skills.
  • Candidate will need to liaise with multiple staff around the world on a daily basis and must be an excellent team player.
  • The Service Desk Lead is responsible for the leadment of relationships with all EUC Vendors. This shall include but not be limited to Microsoft, Dell, Insight etc. These relationships are to be proactively leadd to ensure smooth deployment of PC Hardware, patches, upgrades and new WIN & MAC O/S releases, as well as the seamless introduction of new EUC technologies.
  • Lead the PC Procurement, Deployment and Inventory leadment processes.

Job Duties:

  • This position is for an individual to lead the service desk team of 4-6 technicians worldwide to provide an excellent end-user computing experience. The Lead will also be responsible to perform tasks directly in conjunction with this function. 
  • The Lead will also oversee PC procurement, deployment and maintenance processes. Track and lead in Jira ticketing system.
  • Maintain line cards of end-user computing standard equipment. lead PC inventory to ensure 2 day delivery.
  • Oversee Image leadment process for end-user computing. Stay current with EUC computing vendors to ensure that standard images are secure and current. Automate image deployment. Automate deployment of patches and upgrades.
  • Lead team that configures, installs, monitors and maintains IT users' desktop software and hardware.
  • Lead team that supports mobile workforce including current versions of Windows and MS Office products
  • Recommend the introduction of end-user computing tools and techniques. Once approved, oversee deployment.
  • Publish, maintain and update policies, processes and procedures for leadment of End-User Computing environments.
  • Provide consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software.
  • Provide technical support and guidance through Tier 2 support and works with network administrators, network engineers and vendors to resolve Tier 3 issues.
  • Debug technical issues associated with PCs, LANs, Applications, Security failures, Gmail, WiFi, VPN, et .
  • Document solutions to problems and develop end-user guidelines. Oversee and provide on-site training to users.
  • Evaluate, maintain, modify (e.g., creates macros, templates) and document desktop application packages and processes.
  • Lead the testing and evaluation of new desktop packages and implements prototypes.
  • Consults with and makes recommendations to IT users on selection of hardware and software for EUC. Must be expert with Microsoft end-user computing offerings and licensing methods including Windows, Outlook and Office/Office 365.
  • Support multiple locations and responsible for managing staff at those locations
  • Must have a customer service oriented attitude. Must have excellent analytical and interpersonal skills
  •  Must be able to plan, schedule, and effectively communicate with staff and clients.
  • Must be willing to work some extended hours and weekends.
  • Participate in and enforcement of the change control and production control processes.
  • Other tasks as assigned by leadment.

Experience: 

  • 10+ years of experience with end-user computing in a Microsoft Windows environment.
  • 10+ years of experience in application support for Microsoft Office, Active Directory, and Anti-Virus
  • 5+ years of experience managing an EUC or a related IT team.
  • 5+ years of experience managing Remote PC leadment and software distribution in an enterprise environment.
  • 5+ years of experience managing Microsoft OS & MAC OS image leadment, Deployment and Updates.
  • 5+ years of experience managing PC procurement and deployment. Atlassian Jira experience preferred.
  • 3+ years of experience supporting GSuite products.
  • Expert technical knowledge of PC Operating Systems including Window 7/8/10 & Mac OS and IOS & Android.
  • Bachelor’s Degree and Technical Certifications are a strong plus.
  • Knowledge of PC leadment systems such as SCCM, KACE, JAMF, WSUS, MDT, KMS
  • Multi-tasking, self-motivated and project-oriented. Project leadment experience is a strong plus.
  • Must be a self-starter with the ability to work independently, within a team, and with other groups.
  • Excellent verbal and written communication skills are required. Writing samples will be required.
  • Performs a variety of tasks. May provide consultation on complex projects and is considered to be the top level contributor/specialist. Expected to build systems as well as to lead and oversee the build process.
  • Candidate must have supported in excess of 1000 users in multiple locations.
  • Some travel possible.

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