JOB DESCRIPTION

Wood are looking for a Deskside Support Team Lead to look after our Americas region. The role is responsible for the service delivery as per agreed SLAs for IT deskside support. Manage, coach, develop and motivate a regional team of deskside support coordinators, ensuring effective support delivery to end users.



You will be accountable for ensuring prompt and accurate customer service and for increasing client satisfaction while combining technical expertise with leadership skills to ensure smooth IT support operations.

RESPONSIBILITIES

Key accountabilities within the role:

• Ensure all deliverables are met as per SLA's
• Plan and prioritise work of the team to ensure continuity of the business
• Track computer system issues through to resolution, within agreed SLA.
• Acts as the senior member of the team supporting query
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged with regular updates documented.
• Collaboration with other support teams to highlight trends, ongoing issues and share knowledge.
• Keeping up with technology trends and updates and a willingness to learn new software and tools
• To assist in the delivery of IT projects.
• Provide training, mentoring, development and knowledge transfer to other deskside staff
• To manage Deskside support Service Management queues liaising with Deskside Support on a regular basis to discuss job queues / status determine priorities for Deskside to ensure they meet operational and project goals
• Review and highlight trends
• Manage conflict and build trust within the business

QUALIFICATIONS

Qualifications:



Certified training or equivalent experience relevant for specific job role. ITIL training preferable

Knowledge, skills and experience:

• Proven work experience as a Desktop Support Engineer, Technical Support Engineer or similar role
• Hands-on experience with Windows OS, mobile devices, peripherals, Intune and SCCM deployment methods as well as excellent proven troubleshooting skills.
• Working knowledge of office automation products and computer peripherals, like printers and scanners
• Knowledge of network security practices and anti-virus programs
• Ability to perform remote troubleshooting and provide clear instructions.
• Ability to provide step-by-step technical help, both written and verbal
• Excellent problem-solving and multitasking skills
• Leadership experience with the ability to manage and motivate a team which may not be local to you
• Ability to thrive under pressure. maintaining composure and delivering optimal results in challenging situations

Personal attributes:

• Effective communication, both verbally and in writing
• Strong problem solving ability.
• Customer-oriented attitude
• Ability to handle frustrated or stressed users with empathy.