In this role you will be responsible for all end-user support operations, providing direction and oversight of day-to-day team operations for our Service Desk and Deskside Support functions. This is a critical and highly visible role within the organization, and you will be working side by side with multi-disciplinary teams both inside and outside of Engineering at the direction of Engineering leadership. You will also be responsible for contributing to and executing INDGs strategic roadmap, as well as maintaining and improving customer service levels by managing staff, researching and implementing best practices related to various technologies and managing professional services engagements that support Engineering Operations.
To truly be successful in this role, you will also need to have technical expertise across multiple operating systems and common software packages, as well as the ability to perform advanced troubleshooting on laptops, desktops and computer peripheral devices.
What You'll Be Doing:
- Managing all end-user support operations for INDG, including Service Desk and Deskside Support, ensuring world-class levels of support to our customers
- Constantly analyzing support trends, user sentiment and anecdotal data points to inform improvements that will enhance the end user experience
- Managing inventory levels of end user devices, peripherals and related supplies, ensuring that stock is monitored and replenished as needed.
- Increase organizational effectiveness and efficiency by defining, delivering, and supporting strategic and tactical plans for all areas of end user support
- Serve as a technical escalation resource for issues where a more advanced skillset is required.
- Participate in the creation and drive the implementation of the overall Engineering vision and goals by supporting and inspiring team members to jointly achieve them.
- Manage staff by communicating job expectations, planning, monitoring and appraising job results and coaching and providing regular feedback.
- Maintain staff skills by recruiting, selecting, orienting, training and upskilling employees and 3rd-party staff.
- Maintain and improve quality service by establishing and reinforcing organizational standards.
- Perform in-depth research to reveal new and better methods of handling functions within the department.
- Create and document support workflows between INDG and partner organizations and collaborate with those partners on support related matters and joint initiatives
- Participate in special projects and perform other duties as assigned.
You need to have:
- Bachelor's degree or equivalent experience
- 5+ years' relevant technology experience as an Administrator or Engineer, or commensurate skills
- Subject matter expertise in KPI creation/reporting and Service Desk/Deskside support best practices
- Experience managing vendor and 3rd-party contracts and staff
- Experience with inventory and device lifecycle management
- Highly pitched critical thinking and problem-solving skills
- Proven track record of process evaluation/improvement, staff development and ability to meet SLA's
- Prior experience in a lead or supervisory customer support role
We'd Love to See:
- Experience creating and managing operating budgets
- 1+ years' team lead or people management experience
- Experience creating and managing operating budgets
- Experience developing and delivering end-user training materials
