Join Us AS Desktop Support Lead
Company: Cognizant
Job description: Desktop Support LeadJob SummaryWe are seeking a highly skilled Technical Lead with 12 to 14 years of experience in Desktop Support. The ideal candidate will be responsible for overseeing remote desktop support operations in a hybrid work model. This role requires a deep understanding of desktop support processes and the ability to lead a team effectively. The position operates during day shifts and does not require travel.Responsibilities
- Lead the remote desktop support team to ensure efficient and effective resolution of technical issues.
- Oversee the daily operations of desktop support ensuring adherence to established protocols and procedures.
- Provide expert guidance and support to team members on complex technical issues.
- Ensure timely and accurate documentation of support activities and resolutions.
- Collaborate with other IT teams to address and resolve cross-functional technical challenges.
- Monitor and analyze support metrics to identify areas for improvement and implement corrective actions.
- Develop and maintain knowledge base articles and training materials for the support team.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Ensure compliance with company policies and industry best practices in desktop support.
- Drive continuous improvement initiatives to enhance the efficiency and effectiveness of support services.
- Facilitate communication between the support team and other stakeholders to ensure alignment on goals and priorities.
- Manage escalations and ensure prompt resolution of high-priority issues.
- Stay updated with the latest trends and technologies in desktop support to provide innovative solutions.
Qualifications
- Possess extensive experience in desktop support with a strong technical background.
- Demonstrate excellent leadership and team management skills.
- Exhibit strong problem-solving abilities and attention to detail.
- Have a deep understanding of remote desktop support tools and technologies.
- Show proficiency in documenting and maintaining support processes.
- Possess excellent communication and interpersonal skills.
- Have a proactive approach to identifying and addressing potential issues.
- Demonstrate the ability to work effectively in a hybrid work model.
- Show commitment to continuous learning and professional development.
- Exhibit strong organizational and time management skills.
- Have experience in conducting performance reviews and providing feedback.
- Demonstrate the ability to manage escalations and high-priority issues effectively.
- Show a strong commitment to customer satisfaction and service excellence.
Certifications Required
- CompTIA A+ Microsoft Certified: Modern Desktop Administrator Associate
Expected salary:
Location: West Chester, OH
Job date: Fri, 03 Jan 2025 23:24:17 GMT
Apply for the job now!
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