Desktop Support Lead job vacancy

Vacancy expired!

Position: Desktop Lead

Location: Baton Rouge, LA

Mode: TP

Job Description:

General Requirement:

With a minimum of 8-10 years of experience managing End User support and Infrastructure environment onsite at client location, and manage team activities within the location of assignment.
Have experienced working in Manufacturing sites
Have a minimum qualification of bachelor’s degree
CompTIA A+ Certified
ITIL certification would be an added advantage for this role
Should have good understanding on Change management process
Should have experienced working in Network, Servers and End user services
Experience in Agile methodology would be an added advantage
Good in MS Office (Excel and PowerPoint)

Operational Responsibilities:

Manage a team of 20+ members covering desk side support locally and globally across other sites
Act as single point of contact for customer to deliver the service and set the right expectation
Manage service escalation to resolution and identifies continuous improvement opportunities as appropriate
Manage and ensure the adherence of SLA’s across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.
Appropriately manage operations and conduct operational review meeting with customer stakeholders.
Demonstrate good interpersonal skills with team and customer.
Ensuring that effective communication is maintained with the executives, business leadership during a major incident
Work with service delivery management team to prepare a report on major infrastructure changes to ensure appropriate and required communications are sent to the executives and stakeholders in-line with the business impact

· Good in Data analytics and work on creating presentations