The DSS Team Lead is an active member of Desk Side Support Team, responsible for fixing and maintaining the desktop computing environment in the organization. Takes ownership and resolve issues escalated from the Service Desk, resolving client PC issues in person via desk side visits or through remote assistance. In addition, the Team Lead has daily oversight responsibilities for the team members assigned to him/her and project management responsibilities.

ESSENTIAL FUNCTIONS

• Provide organization and team leadership.
• Point of escalation for desk side support issues.
• Review/evaluate individual team member’s performance, provide feedback & input for merit or disciplinary actions.
• Interact with the client at all levels and articulate answers/responses to client concerns/issues.
• Review ongoing team performance metrics and provide reports and metrics to the client as appropriate
• Estimate tasks, assist with assignments and propose and manage schedules of support personnel
• Evaluate current processes and make recommendations on improvements
• Provide PC hardware and software support. Also includes support for printers, faxes, phones, projectors and conference AV equipment as necessary
• Best effort mobile computing support for wireless devices, smartphones, tablets, and remote laptop connectivity...
• Perform new system setup, reinstall, and reimaging of computers, as well as assisting in the relocation or reconfiguration of PC hardware (referred to as Install/Move/Add/Change/Delete activity or IMACD).
• Diagnose and resolve PC hardware and software issues.
• Manage warranty hardware repair process for end users.
• Assist with asset management including tracking, procurement, and retrieval of hardware upon employment termination as well as maintain a spare inventory for hardware swap out for break/fix.
• Follow proper incident procedures. Document problems and related fixes in the Incident Problem Management System. Adhere to proper escalation procedures.
• Assist STS Leadership Team with special projects or corporate wide software rollouts or upgrades and other initiatives as needed
• Assist other Resolver Groups as necessary.
• Effectively interact with team members of potential diverse backgrounds and temperaments, while demonstrating a genuine interest in, maintaining open lines of communication with, and being an advocate for team members.

PREFERREED SKILLS

• Associates Degree or Bachelor’s Degree in an IT field preferred
• Minimum two years’ experience in leadership role
• Knowledge of Service Desk operations and/or experience is a plus
• Telephone experience is a plus
• Technical certifications preferred

REQUIRED SKILLS

• Strong technical knowledge, with hardware and software support experience
• Field support experience troubleshooting standard Operating System issues, including Microsoft Windows 7 and Windows 10
• Experience support MS Office/Office 365 products
• Field support experience troubleshooting Internet browser utilities, including Microsoft Internet Explorer and Chrome
• Basic networking and troubleshooting experience
• Strong customer service focus and positive attitude
• Excellent telephone and written communication skills
• Excellent problem solving skills
• Organized, responsive, team player
• Knowledge and understanding of Field Support Operations
• Ability to adapt to a rapidly changing environment
• Understanding of HDI and ITIL methodologies
• High School Diploma or GED.