End-to-end delivery of deskside, av and executive support
Itsm processes including incident, request, problem, and change management
Hardware asset lifecycle management
Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning
Job Summary
Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning.
Own the end-to-end delivery of deskside, AV and Executive support services, ensuring a consistent, high-touch support experience for senior leaders and business-critical users.
Assist in the development and execution of the end user services strategy and roadmap, identifying opportunities to improve efficiency, automation and the overall employee technology experience.
Matching Summary
Lead, coach and develop a team of Deskside Support Engineers, including performance management, career development and succession planning.
Salary
$145,000-170,000 USD per year
Skills & Requirements
Must-have
End-to-end delivery of deskside, AV and Executive support
ITSM processes including incident, request, problem, and change management
Hardware asset lifecycle management
Develop and execute end user services strategy
Nice-to-have
Foster a culture of ownership and professionalism
White-glove customer service for senior leaders
Continuous service improvement initiatives
Key Requirements
Bachelor's degree in IT, Computer Science or related
10+ years of experience in end user support
7+ years of people management
Demonstrated VIP or executive-level support experience
Strong experience with IT service management (ITIL preferred)
Hands-on experience with ITSM tools (ServiceNow, Jira Service Management, HaloITSM)
Proven experience managing service delivery metrics
Excellent leadership, communication and stakeholder management skills
Experience in financial services or regulated industries is preferred