Desktop Support Team Lead

Quant Firm #015


As the Desktop Support Team Lead, you’ll be the level two point of contact for escalations regarding any IT-related requests or issues. As a leader, you’ll oversee the Help team and have several direct reports, but remain very much hands on in managing the ticket queue and any incoming requests related to IT issues.
You’ll administer and support configurations and records of everything end users face, as well as own data reporting and cleanup. Endpoints include desktops or laptops, mobile devices, printers, AV gear, and any peripherals.
In addition to solving day-to-day issues, you’ll be responsible for understanding why they occur and providing long-term solutions to prevent them from happening again.
You will serve as a technical lead on projects involving our support teams. When needed, you’ll be the hands, eyes, and ears of other teams to provide hands-on assistance for systems and applications.

You will ensure that all policies and procedures for communication and escalation of incidents and issues are followed, and that the Help team is up to date with industry standard policies and protocols. You’ll also suggest recommendations based on requests from various departments and locations, run the required research, and test potential solutions on a global scale.

You’ll need to have 5+ years of prior experience as a Desktop Support Team Lead, managing day-to-day functions while running projects and handling recurring tasks.
8+ years of experience working with and assisting users of AV systems and event endpoints in a highly technical environment.
Expertise not only in troubleshooting issues and finding the root cause, but also clearly documenting steps taken to troubleshoot.
A deep understanding of the usual OSs and endpoints – how to provision, deploy, and maintain them, what protects them, and the software that runs on them.
Advanced familiarity with endpoint management tools and/or modern MDM / UEM style tools. Experience working with collaboration tools, conferencing systems, remote IT tools, and ticketing systems is crucial.
Possess a “no task too small” attitude. While this is a lead role, you must be willing to move equipment around, work overtime or off hours from time to time, travel locally between sites or elsewhere for special events, and help set up when needed.
An understanding of networking and server systems, along with expert troubleshooting techniques when connecting to them.
The ability to speak in technical and non-technical jargon, and translate both into comprehendible documentation and requirements company-wide.
The ability to empathize with end users and less seasoned team members, and craft solutions to help them swiftly while they are under stress.
An understanding of scripting, scripting languages, and how they can be used to deploy packages and automate tasks.

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