Role: Desktop Lead
Location: (111 Huntington Avenue, Boston, MA)
Type: Fulltime
Job Description:
The Onsite Tech Administrator will be responsible for managing and delivering deskside support services at the client location. This role requires strong leadership, technical expertise, and excellent communication skills to ensure seamless IT support operations. The individual will act as the primary point of contact for deskside activities, driving operational excellence and ensuring timely resolution of issues.
Key Responsibilities
o Lead and manage the onsite deskside support queues, ensuring adherence to SLAs and quality standards.
o Serve as the escalation point for critical issues and coordinate resolution with internal/external teams and stakeholders.
o Responsible for full asset lifecycle from deployment to retirement and disposal from audit standpoint.
o Monitor and manage the ticket queue proactively.
o Track backlog, prioritize tasks, and drive closure within agreed timelines.
o Ensure proper categorization, assignment, and documentation of incidents and service requests.
o Handle escalated issues that cannot be handled by the existing deskside techs
o Spearhead troubleshooting and resolution of complex technical issues.
o Collaborate with cross-functional teams and vendors to resolve escalated problems efficiently.
o Maintain strong communication with business stakeholders, providing updates on critical issues and overall service performance.
o Conduct regular reviews and share insights on trends, recurring issues, and improvement opportunities.
o Identify gaps in deskside operations and implement best practices for continuous improvement.
o Ensure compliance with organizational policies, security standards, and audit requirements.
o Generate and analyze reports on ticket volumes, backlog, SLA compliance, and team performance.
o Present actionable insights to management for decision-making.
Required Skills & Qualifications:
- Proven experience in deskside support or IT service management, preferably in an onsite lead capacity.
- Strong understanding of ITIL processes and incident management workflows.
- Excellent problem-solving and analytical skills.
- Ability to manage priorities in a fast-paced environment.
- Strong interpersonal and communication skills for stakeholder engagement.
- Familiarity with ticketing tools (e.g., ServiceNow, Helix) and reporting dashboards.
- Experience handling critical incidents and working with senior stakeholders.
- Knowledge of hardware troubleshooting, OS support (Windows/Mac), and peripheral device management.
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