Broadway Support Services is an affiliate company of one of the US's largest and most reputable debt settlement companies. Were all about helping our customers through a tough financial time in their lives with education and individual customer service. We become our clients' number one advocate to help them reestablish financial stability as quickly as possible.

We are currently seeking a hands on Desktop Support Team Leader to join our growing technology team. Reporting to the End User Services Manager, the Desktop Support Team Leaders primary role is to support and maintain our desktop infrastructure while supervising a team of Desktop Support Analysts, ensuring the highest levels of customer service.

This role will serve as supervisor to junior team members, acting as an escalation point for technical and end user challenges. The Desktop Support Team Leader will perform supervisory duties as delegated by the manager, serving as a backup to the manager as needed.

Provide desk side and remote support to over 1000 and global users Supervise a team of Desktop Support Analysts in the DR, ensuring adequate IT staff coverage to meet the needs of the business Handle and resolve tickets from end users experiencing issues related to hardware, applications, mobile devices, printers and audio visual Monitor ticket queue to identify, prioritize and/or escalate incidents and service requests; assign tickets to Desktop Analysts where needed Responsible for hardware inventory management, in stock availability of hardware and end of life equipment disposal Assist with desktop upgrades, projects and initiatives Partner with HR to process onboarding and offboarding requests Create, support and maintain end users accounts, distribution lists, security groups and shared mailboxes through Active Directory and O365 admin portal Install, configure and troubleshoot software packages, including operating systems and 3rd party applications Deploy desktop images per organization standard Support audio visual technologies in conference rooms and private offices Create and maintain knowledgebase and end user documentation Periodic after hours support and coverage for projects will be required

Character Strong troubleshooting and problem-solving skills Ability to work through competing priorities and demands Strong communication skills with the ability to deal with users at all levels Collaborative approach and strong relationship building skills Excellent listening skills, to enable the understanding and dissemination of requirements from varied users and executives Self-starter with the ability to effectively work with minimal supervision Must be motivated and willing to learn

Education/Qualifications 5 years experience in a Desktop Support position; 1 years experience in a supervisory position Bachelors degree in Computer Science, Information Systems or equivalent experience Microsoft desktop certifications preferred (i.e. MSCDT, MCP) ITIL and A certifications preferred

Practical Experience Proven experience supporting Windows 10 and Mac OS Prior working knowledge of Microsoft applications including Office Suite Active Directory and O365 administration hands on experience Prior use of ticketing/IT Service Management systems with SLA responsibilities Advanced knowledge and support of AV and teleconferencing equipment Ability to lift 50 pounds

Broadway Support Services is a team-oriented environment full of rewards and growth opportunities for our employees. We are dedicated to our employee's success and growth within the company, through our employee mentorship and leadership programs.

Our extensive benefits package includes:

Law BenefitsPrivate insurance

Meal Subsidy
Referral ProgramTransportation (Starting at 4:00 PM)Massive Growth OpportunitiesContinuous developmentPrivileged location (City Center)Great Work Environment