Remote Deskside Support Manager Job in United States CompuGain

Who you are

• 12 years of experience in IT Service Management
• 6+ years' experience as an IT Deskside/Field Support Manager
• 3+ years of expert experience with Service Desk and white glove services for VIPs
• Troubleshooting hardware and software issues on Windows and Linux devices
• Troubleshooting issues with iOS and Android phones
• Troubleshooting issues with printers
• Knowledge of networks including wired and wireless configurations
• Ability to manage, direct, and guide employees for problem resolution and customer satisfaction
• Experience with ITIL's Incident Management, Request Fulfillment, configuration, and change management practices
• Experience with Service Level Agreements (SLAs) and Operational Level Agreements (OLA)
• Experience developing training materials and providing training to support personnel and client users
• Experience in supporting projects like operating system upgrades and technology refresh
• Experience with Enterprise imaging and desktop deployment technologies (preferably MECM)
• Ability to write clear and accurate technical and end user documentation
• Experience with Service Now

Desirables

• Federal customer experience
• Experience managing overseas technicians
• CompTIA A+
• Microsoft Certifications
• HDI-DSM
• HDI-SCTL
• HDI-SCM
• CAPM
• Other industry-recognized certifications

What the job involves

• Supervise Desktop Support personnel for IT support of client base
• Perform queue management ensuring tickets are routed correctly and timely
• Provide leadership and support for the IT Support team to meet productivity, service, and quality metrics
• Implement creative technology practices and continuous improvement processes to achieve value
• Troubleshoot, diagnose, and resolve incidents for end user devices
• Develop and maintain deskside support knowledge base