Company Description

FSi Strategies, Inc. is a customer-centric Microsoft Solutions Partner based in Vienna, VA. With over two decades of experience in the industry, FSi Strategies provides Managed IT and Professional Services. Our team is dedicated to modernizing and securing your environment through strategic enterprise-class solutions. We are committed to helping organizations leverage data and AI, enhancing security measures, and building efficient cloud infrastructures.

Responsibilities 

• Supervise a team of analysts and service desk coordinators, ensuring high-level service delivery.
• Provide one-on-one mentoring and escalation support and identify internal opportunities for upward growth and internal promotions for service desk staff.
• Actively review processes and continually improve or update standard operating procedures and internal documentation.
• Provide day-to-day guidance to the service desk staff to assist with complex requests and escalations.
• Collaborate with internal departments when applicable.
• Training and hiring of new service desk employees
• Oversee the on-call team and coverage during nights, weekends, and holidays.
• Perform monthly meetings with staff, focusing on KPIs, performance feedback, and growth path opportunities.
• Actively monitor the quality of support and review it as necessary.
• Promote an environment of diversity and inclusion.
• Address employee issues through conflict resolution strategies.
• Encouraging staff to meet the roles and responsibilities guidelines as defined
• Facilitate and support training and obtaining certifications for all service desk staff. 
• Tracking and reporting of service desk KPI’s to FSi leadership team.

Requirements  

• Bachelor's degree in information technology, computer science, or a related field.
• 6 years of IT support experience 
• Direct management experience (10 employees) including performance reviews, mentoring, escalation assistance, and employee conflict resolution.
• Proven experience and strong understanding of Microsoft 365, Entra ID, networking, troubleshooting, and computer hardware.
• Microsoft 365 certifications are preferred.
• Familiarity with Splashtop, Auvik, Unifi, SonicWall, and Dynamics is preferred.
• Strong written and oral communication skills. 
• Ability to come to FSI’s Vienna office five days a week.