End User Support Leader

Overview

On Site
USD 120.00 per hour
Full Time

Skills

Technical Support
Service Desk Management
Issue tracking
Problem management
Computer hardware
Tier 1
Tier 2
Help desk
Active Directory
Management
IT service management
Metrics
MSP
Accountability
Network
Leadership
Inventory
Claims
Laptop
Microsoft Windows
Microsoft SharePoint
Microsoft Exchange
Microsoft Azure
Microsoft
Distribution
Computer networking
LAN
WAN
ITIL
Automation
Scripting
Insurance

Job Details

Piper Companies is seeking an End User Support Leader on a hybrid schedule in Peapack, NJ . This is a direct hire for a well-established environmental engineering company. The end user support leader will be responsible for working with their internal information services team and Managed service provider. This role will have management and oversight for the ITSM ticketing system and ensure an efficient and affective process of supporting end user issues.

Responsibilities of the End User Support Leader include:

Ensure consistent quality of end user support services for employees through effective use of ticket metrics.

Continually improve incident, service, and problem management processes, leveraging our MSP to monitor our critical business applications.

Track, manage & monitor ticket queues to ensure timely resolution of incident and service request tickets; work with IT team members and MSP to ensure accountability for assigned tickets.

May need to assist IT team with onsite maintenance activities for hardware and network-related devices.

Develop and maintain positive relationships with our MSP, senior leadership, and key partners, communicating regularly with business users and technical staff to ensure SLAs and expectations are being met.

Triage/address urgent ticket requests or requests that may require onsite/in-person assistance.

For assigned tickets, communicate with stakeholders during the ticket lifecycle and escalate as necessary

Working in conjunction with the team, maintain inventory and record keeping of all desktop hardware and software applications

Manage relationships with hardware and software vendors to facilitate warranty claims, repairs,etc.

Qualifications for the End User Support Leader include:

5+ years related experience supporting Tier 1 and Tier 2 help desk/end-user support services

Experience working with ITSM/service desk management software

Desktop/laptop support experience with Windows 10/11 and Mac 10.13+

Advanced knowledge of O365, including MS Teams, SharePoint, Exchange Online, Azure active directory, and Microsoft Endpoint Manager

Experienced with both on-premise and Azure Active Directory; able to create accounts, join computers to the domain, create print queues, create Exchange mailboxes, distribution lists, security groups, and external contacts

Intermediate knowledge of networking concepts to troubleshoot connectivity issues and assist with network-related problems

Hands-on troubleshooting experience within a LAN/WAN environment

Experience supporting and troubleshooting A/V and conference room equipment

Experience assisting users both in-person and remotely

ITIL v4 practical experience and certification a plus

Experience in automation and scripting of repeatable processes a plus

Compensation for the End User Support Leader include:
  • Salary Range: $120-140,000
  • Hybrid Schedule
  • Onsite Gym
  • Full benefits (PTO, Holiday pay, 401K, health, dental, Vision insurance)