Desktop and VC Supervisor

Confidential Company  •  New York, NY and Florham Park, NJ

5 - 7 years experience  •  IT Consulting/Services

$90K - $110K
Posted on 10/14/17 by Radhika Arora
Confidential Company
New York, NY
5 - 7 years experience
IT Consulting/Services
$90K - $110K
Posted on 10/14/17 Radhika Arora

Our client is a leading North American full-service law firm. They are currently looking for a Desktop and Video Conferencing Supervisor to join their global IT team, either within their New York or New Jersey office.

The company is looking for a professional, experienced and energetic addition to the team, which offers:

  • Excellent growth opportunities
  • A Generous PTO plan
  • Excellent Benefits package
  • Corporate Discount Plans

Role:

  • The supervisor will be responsible for user end-point technology across the company (Cisco/LifeSize codecs and VC Integrated rooms)
  • There is a focus on Desktop and Visual Conferencing support, leading a team of 9 staff located around the country, as well as subcontractors as necessary
  • The Supervisor will lead, develop, and supervise the team in delivering superior service and reliability across more than 30 offices nationwide.
  • Be responsible for the daily operational performance, meeting productivity and service level agreements.
  • Oversee maintenance scheduling and coverage planning for flagship offices.
  • Reviewing ticketing reports, KPIs, incident reports and other metrics
  • Ensure a clear and effective Tier 2 -> 3 escalation and resolution process.
  • Participate in vendor and subcontractor management and sourcing as necessary
  • Participate in ad-hoc project requirements such as OS Upgrades or technical tests

Profile:

  • Bachelor's degree in Computer Science or related field
  • 2+ years supervision of a desktop support or IT support team
  • 4+ years' working within a Desktop Support department
  • 2 or more years user support across multiple disciplines
  • A high level of facility communicating with non-technical staff and end-users
  • Previous experience within Legal Services or Professional Services is a strong plus
  • ITIL v3 Certification Preferred
  • Understanding of networking (LAN, WAN), and active directory

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