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Lead/Senior IT Desktop Technician - Client Services

On-Demand Group

Remote • Yesterday

Easy Apply

Contract

Depends on Experience

Senior IT Technician

TeamLogic IT of Menlo Park

West Palm Beach, Florida • Today

Full-time

USD 70,000.00 - 95,000.00 per year

Level III IT Technician

TeamLogic of Colorado Springs

Remote • 19d ago

Full-time

105000 - 110,000

Level II IT Technician

TeamLogic of Colorado Springs

Remote or Hybrid in Colorado Springs, Colorado • 19d ago

Full-time

60000 - 70000

MSP Tier 2 IT Support Technician -Not Remote

TeamLogic IT of Menlo Park

Remote or Durham, North Carolina • Today

Full-time

USD 28.00 - 36.00 per hour

Senior IT Engineer

1Password

Remote or Canada, Kentucky • Today

Full-time

USD 117,000.00 per year

Senior IT Engineer

Remote • Today

Full-time

USD 128,400.00 - 165,000.00 per year

IT Support Technician with Azure and/or Entra ID experience - Mon-Fri: 8am - 5pm - 100% remote but must live in the Southern CA area

Calance

Remote or Los Angeles, California • Today

Full-time

54-56K

Job Details

Skills

Summary

Job Title: Lead/Senior IT Desktop Technician - Client Services
Job Type: Contract
Job Location: On-site

Job Summary: We are seeking a highly skilled and experienced Lead/Senior IT Desktop Technician to join our Client Services team. The successful candidate will be responsible for representing a team of IT professionals, managing ticket queues, and serving as the key driver of customer satisfaction for executives and senior leadership. This role requires a strong technical background, excellent leadership skills, and a commitment to process improvement and customer delight.

Key Responsibilities:

Team Leadership:

Mentor and guide a team of IT desktop technicians, providing guidance and support to ensure high performance and professional development
Conduct regular team standup meetings to discuss progress, challenges, and updates
Develop training programs and materials to enhance team skills and onboarding through knowledge management

Ticket Queue Management:

Oversee the management of our team's ticket queue, ensuring timely resolution and effective communication with end-users
Prioritize and assign tickets and Kanban tasks based on urgency and impact; shifting coverage as needed
Monitor ticket status and follow up with technicians and users to ensure issues are resolved satisfactorily based on department key performance indicators (KPIs)

Dashboard and KPI Measurement:

Monitor and report on key performance indicators (KPIs) to track the efficiency and effectiveness of IT services
Create and maintain dashboards to visualize performance metrics and share monthly results with department leadership
Analyze data to identify trends and areas for improvement and follow up relating to Service Level Agreement, Key Performance Indicators, and survey results

Process Improvement and Maturity:

Identify opportunities for process improvements and implement best practices to enhance service delivery and operational maturity
Develop and document standard operating procedures (SOPs) for common tasks and processes
Collaborate with other departments to streamline workflows and improve overall efficiency

Executive Support and Concierge Service:

Provide "at the elbow" IT support to executive staff, ensuring their technology needs are met promptly and efficiently
Set up and maintain executive devices, including laptops, tablets, and smartphones
Troubleshoot and resolve technical issues for executives, often on short notice, or on location for AV services as required

AV Conference Room Liaison:

Serve as the primary point of contact for AV conference room setups and troubleshooting, ensuring seamless operation for meetings and events
Coordinate with facilities and external vendors to maintain and upgrade AV equipment
Provide training and support to users on how to operate AV systems

Hardware Technical SME:

Act as the subject matter expert for End User hardware, providing technical support and guidance to the team
Manage the lifecycle processes for hardware, including procurement, deployment, maintenance, and disposal
Troubleshoot and repair hardware issues, coordinating with vendor support as needed

Microsoft Endpoint Management SME:

Serve as the subject matter expert for Microsoft Endpoint Management, ensuring the effective deployment and management of endpoint devices
Configure and manage endpoint security policies and compliance settings
Provide training and support to the team on Microsoft Endpoint Management tools and best practices

Must-Have Qualifications:

ITIL v4 certification
Proficiency with ServiceNow
Asset management experience
Proven team leadership experience

Nice-to-Have Qualifications:

Microsoft Certifications
Project management background or certifications
CompTIA A+ / Network+ certifications

Education and Experience:

Bachelor's degree in computer science or a related field
5+ years of experience in computer hardware deployment
3+ years of experience in IT project execution
2+ years of experience in executive support
1+ years of experience in conference room support and triage

The projected hourly range for this position is $35 to $45.

On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10426452
Position Id: 12075
Posted 1 day ago

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Sarah Robinson

Recruiter @ On-Demand Group

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