SME - Desk Side Services, AMT Asset Management Software

The Deskside Support Group Manager is responsible for leading a team of IT professionals who provide onsite technical support to end-users. This role ensures the efficient delivery of hardware, software, and network troubleshooting services, manages escalations, and maintains high levels of customer satisfaction., Deskside Support Group Manager\r\nPosition Summary: \r\nThe Deskside Support Group Manager is responsible for leading a team of IT professionals who provide onsite technical support to end-users. This role ensures the efficient delivery of hardware, software, and network troubleshooting services, manages escalations, and maintains high levels of customer satisfaction.\r\nKey Responsibilities: \r\n* Supervise, mentor, and develop a team of deskside support technicians.\r\n* Oversee daily operations, ensuring timely resolution of incidents and service requests.\r\n* Establish and monitor performance metrics and service level agreements (SLAs).\r\n* Collaborate with other IT teams to coordinate projects and escalate complex technical issues.\r\n* Maintain inventory of IT assets and ensure compliance with company policies and procedures.\r\n* Manage customer communications and feedback to drive continuous service improvement.\r\n*, Supervise, mentor, and develop a team of deskside support technicians. * Oversee daily operations, ensuring timely resolution of incidents and service requests. * Establish and monitor performance metrics and service level agreements (SLAs). * Collaborate with other IT teams to coordinate projects and escalate complex technical issues. * Maintain inventory of IT assets and ensure compliance with company policies and procedures. * Manage customer communications and feedback to drive continuous service improvement. * Develop training materials and provide ongoing education for deskside support staff.

Develop training materials and provide ongoing education for deskside support staff.\r\nQualifications: \r\n* Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).\r\n* 5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.\r\n* Strong technical knowledge of Windows and Mac operating systems, common business applications, and network troubleshooting.\r\n* Excellent leadership, communication, and organizational skills.\r\n* Ability to manage multiple priorities and work effectively under pressure.\r\n* ITIL or similar service management certification is a plus, Strong technical knowledge of Windows and Mac operating systems, common business applications, and network troubleshooting. * Excellent leadership, communication, and organizational skills. * Ability to manage multiple priorities and work effectively under pressure. * ITIL or similar service management certification is a plus., Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience). * 5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.