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Deskside/field Services Lead/fso Manager

2 weeks ago

Sydney, Australia eTeam APAC Full time

Stakeholder Management for customer counterpart of the region
- Customer management
- Resource and Vendor management for the region
- Resource availability for all types of deskside support
- Leads a staff of Deskside Support Technicians to ensure the successful attainment of Service Level Agreement metrics.
- Lead will be responsible for the hygiene associated with the tickets assigned to his team
- Defines and sets team direction and provides guidance to members of team.
- Responsible for the inventory control as well as AMDB accuracy of their site/sites
- Leads the installation and support of PCs, laptops, printers, peripherals, and connected equipment in an IT Enterprise environment
- 7 operating system and Windows 10 and MACs to resolve customer workstation issues.

Additional Responsibilities
- Will be responsible for time sheet, leave management of their team
- Will be responsible for managing the team off hours and weekend roster
- Will be responsible for managing the SNOW Q for their region
- Will work as escalation point of all escalations associated with the team
- Will work with Deskside manager and HR for conducting disciplinary action against team members
- Will be responsible for timely completion of projects assigned to team members
- Will work on resolving all escalations, along with Deskside manager, resulting for their team
- Will generate reports from SNOW daily to gauge productivity of team and weed out any in efficiencies
- Will work under the directives of Deskside Manager and Project manager to complete projects in a timely manner

Qualifications:

- Must have a minimum of 4 years of experience in leading and managing a team of IT Deskside Support technicians.
- Must have demonstrated experience managing staff using metrics to drive performance.
- Must have experience managing teams and technologies that span across all end-user hardware and software.
- Team player with good communication, organizational, and strong interpersonal skills.
- Able to prioritize and drive to results with a high emphasis on quality
- Experience using IT Service Management software (ServiceNow, Remedy)
- Ability to lift and move equipment 40lbs.+
- ITIL Certification.

It would be great if you also had:

- Microsoft Certified Help Desk Support Technician
- Apple Certified Mac Technician
- CompTIA A+