Senior Desktop Support Associate

As a Technical Support Manager at our company, you will lead a team of skilled support analysts to provide exceptional technical assistance to internal users and external clients. Your responsibilities will include managing technical support issues, IT asset lifecycle management, and ensuring continuous improvement in processes and service delivery. Key Responsibilities: - **Strategic Planning and Execution:** - Develop and implement strategic plans to enhance the technical support function in alignment with company goals. - Lead initiatives to improve service delivery, efficiency, and customer satisfaction. - **Team Leadership & Development:** - Mentor and develop team members, fostering a culture of continuous learning and professional growth. - Implement performance management processes to ensure high standards of performance and accountability. - Conduct regular performance reviews, provide coaching, and training to team members. - **Customer Relationship Management:** - Build and maintain strong relationships with key customers, acting as a point of escalation for complex issues. - Gather and analyze customer feedback to drive improvements in service quality and customer experience. - **Cross-Functional Collaboration:** - Collaborate with other departments to ensure a cohesive approach to customer support. - Facilitate effective communication and coordination between technical support and other teams. - **Performance Metrics and Reporting:** - Monitor key performance indicators (KPIs) to measure the effectiveness of technical support. - Provide regular reports on team performance, customer satisfaction, and operational improvements to senior management. - **Customer Experience & Communication:** - Demonstrate a strong commitment to understanding and meeting customer needs. - Utilize customer feedback to improve service quality. - Manage and meet SLAs to ensure customer satisfaction. - Provide regular updates to stakeholders on issue status and resolution timelines. - Participate in incident and problem management processes. - Oversee ticketing systems and reporting tools. Qualifications Required: - Requires the ability to work in the office Monday-Friday. - Bachelors degree in Information Technology, Computer Science, or related field (or equivalent experience). - 6-9 years of experience in IT support, with at least 5 years in a leadership or supervisory role. - Strong knowledge of Windows/Mac OS, Active Directory, M365, networking, endpoint management tools, Nexthink, AV Conference Room support. - Familiarity with ITIL practices and service management frameworks. - Experience with Service Now ticketing system. - Ability to foster a positive work environment. - Skilled in conflict resolution and team development. - Excellent problem-solving and analytical skills. - Strong interpersonal and communication abilities. - Ability to manage multiple priorities in a fast-paced environment. As a Technical Support Manager at our company, you will lead a team of skilled support analysts to provide exceptional technical assistance to internal users and external clients. Your responsibilities will include managing technical support issues, IT asset lifecycle management, and ensuring continuous improvement in processes and service delivery. Key Responsibilities: - **Strategic Planning and Execution:** - Develop and implement strategic plans to enhance the technical support function in alignment with company goals. - Lead initiatives to improve service delivery, efficiency, and customer satisfaction. - **Team Leadership & Development:** - Mentor and develop team members, fostering a culture of continuous learning and professional growth. - Implement performance management processes to ensure high standards of performance and accountability. - Conduct regular performance reviews, provide coaching, and training to team members. - **Customer Relationship Management:** - Build and maintain strong relationships with key customers, acting as a point of escalation for complex issues. - Gather and analyze customer feedback to drive improvements in service quality and customer experience. - **Cross-Functional Collaboration:** - Collaborate with other departments to ensure a cohesive approach to customer support. - Facilitate effective communication and coordination between technical support and other teams. - **Performance Metrics and Reporting:** - Monitor key performance indicators (KPIs) to measure the effectiveness of technical support. - Provide regular reports on team performance, customer satisfaction, and operational improvements to senior management. - **Customer Experience & Communication:** - Demonstrate a strong commitment to understanding and meeting customer needs. - Utilize customer feedback to improve service quality. - Manage and meet SLAs to ensure customer satisfaction