Desktop Support Lead

Reports To: Director of Information Technology

Primary Function: As a Desktop Support Lead, manage daily operations of the Desktop System and Desktop Support associates to ensure SLA compliance.

Lead a team of two Desktop Support associates. Work strategically to constantly improve support services to internal and external clients.

Education: Four-year degree preferred or equivalent experience

Qualifications:

• Excellent communication skills
• 5 Years' supporting Microsoft 365 including OneDrive
• Ability to analyze and report on Support metrics

Essential Functions:

1. Associates Desktop Applications, Printing and Scanning Issues

• Provide desktop application training with end users
• Provide First/Second/Third tier Support for cloud-based application access including, Banking sites, Co-Star, OneDrive, and SharePoint
• Manage Support for 5 corporate offices
• Provide First Level/Second/Third tier Support for residential and commercial property office associates and local area networks.
• Ensure new associates technical needs are met or exceeded during the onboarding process.
• Perform new laptop builds and routine maintenance on PC's

1. Oversight of Case Tracking

• Analysis and recommendation for recurring issue resolution.

1. Technology Department Purchasing Oversight (Commodity Purchases)

1. Train End users on OneDrive, SharePoint, and Teams

1. Technology Department Projects

• Communicate strategic new initiatives to the stakeholders and leadership
• Communicate outages
• Manage software licensing
• Manage desktop inventory
• Assist company-wide for Technology Implementation projects
• Assist company-wide for other Technology projects including server room gear, office renovation and relocation.

11100 W. Broad Street · Glen Allen, Virginia 23060 · Phone 804.648.5881 · Fax 804.697.3479