Lead Engineer, Application Support
The IT Support Supervisor/India is responsible for managing the Service Desk Technicians in India ensuring high-level and efficient end-user support in the use of technology and applications within the domain. They will play a pivotal role in ensuring the smooth operation of IT support services. This is a hybrid role of a Service Desk Specialist and Supervisor in which they will respond to chats and resolve tickets as well as supervise the local team.
Reports to: Manager – IT Service Desk
Job Functions
Helpdesk Support
•Evaluate the performance of service desk staff, provide feedback, and conduct performance reviews.
•Identify training needs and facilitate professional development opportunities for team members.
•Ensure high levels of customer satisfaction by addressing and resolving customer queries and complaints efficiently.
•With guidance from the Service Desk Manager, develop and implement service desk policies and procedures to improve productivity and service quality.
•Generate reports on service desk performance and present them to upper management.
•Respond to chats as well as tickets entered into the IT Help Desk System.
•Escalate issues to other IT groups as appropriate.
•Assist users with use of desktop operating systems and application software including, but not limited to, and subject to change:
•Desktop O/S – Windows / MacOS
•Microsoft Office (Outlook, Word, Excel, PowerPoint)
•Messaging support
•Mobile Device support
•Software specific to:
•Workstation virus protection
•Remote Desktop
•Spyware removal utilities
•Remote access support (VPN, VPN for RDP and RDS).
•Active Directory user and device administration.
•Workday connectivity and navigation, and name change support.
•Teleconference support, Teams and Zoom.
•Provide quotes to obtain approval for computer equipment purchases.
•Desktop, laptop and printer hardware support.
•New workstation configurations and setup.
•Peripheral Support including the following:
•Local and network printers
•Mobile device configuration & support
•Limited server and network/router troubleshooting/support.
Skills/Experience
Required Skills:
•Strong leadership, communication, and problem-solving.
•Proficiency in IT service management tools.
•Excellent troubleshooting and analytical skills.
•Excellent communication (phone and in person) skills to effectively support end-users.
•Must be able to fluently communicate in English (both verbal and written communication).
•Proficient with Windows desktop/laptop operating systems.
•Proficient with configurations and setup of PC's, printers and Mobile devices.
•Working knowledge of Windows network operating system and Active Directory and Azure/Entra.
•Knowledge of MS Office (i.e., Outlook, Word, Excel, PowerPoint, Teams).
•Ability to work independently.
Experience:
•Previous experience in a supervisory or managerial role within an IT service desk environment is typically required.
Education:
•High School Diploma required
•College Diploma (or equivalent experience)
•Continuing education in technology-related courses a plus
Qualifications
Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering
Certifications
AWS Certified Cloud Practitioner - Pluralsight, AWS Certified Solutions Architect - Professional - Amazon Web Services (AWS), ITIL Foundation - Axelos, STI Certified Call Center Professional (CCCP) - Cornerstone, VMware Certified Professional (VCP) - Vmware
Required Skills
Agile Methodology, Client Relations, Collaboration Tools, Design Thinking, Executive Presence, Inclusion, ITIL Framework, ITIL Practices, Microsoft Access VBA, People Leadership, Personal Effectiveness, Process Automations, Release Management, Risk Management, Robotic Process Automation, Storytelling, Technical Support, Unix Shell Scripting
Language
English (Required) — Language Proficiency: Proficient - C2
Job Type
Regular
Master Skill List
Application Support
Remote Type
Office
Work Shift
Day Job (India)
