service desk lead

Medicus IT

<div><h1 class="jobSectionHeader"><b>Job Summary</b></h1>
<p>
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.</p><br>
<p></p>
<h1 class="jobSectionHeader"><b>
Responsibilities:</b></h1>
<ul><li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li>
<li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li>
<li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li>
<li>Assist management in QA Review processes to improve ticket quality and escalation</li>
<li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li>
<li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li>
<li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li>
<li>Develop familiarity with client contracts to understand service levels and obligations.</li>
<li>Assist in new hire on-boarding process.</li>
</ul><h1 class="jobSectionHeader"><b>Skills:</b></h1>
<ul><li>Experience with ConnectWise ITSM platform</li>
<li>Incident, request, problem, change and major incident management experience</li>
<li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
<ul><li>Microsoft Windows 10 &amp; 11</li>
<li>Microsoft Server 2016-2025</li>
<li>Microsoft 365 &amp; Intune</li>
<li>Entra ID/Active Directory</li>
<li>Citrix Xenapp</li>
<li>Virtualization, e.g. VMware, Hyper V, Proxmox</li>
<li>Cisco Meraki</li>
<li>Email Security, e.g. Proofpoint, Mimecast</li>
</ul></li><li>skills (oral and written), with ability to converse both laterally and vertically.</li>
<li>Excellent customer service and service management skills.</li>
<li>High energy, friendly with the ability to articulate technical solutions into layman terms</li>
<li>Able to work under pressure, prioritize and multitask.</li>
</ul><h1 class="jobSectionHeader"><b>Qualifications:</b></h1>
<ul><li>Bachelor's degree preferred.</li>
<li>Technical certifications and training a plus.</li>
<li>ITIL certification or strong knowledge of working practices.</li>
<li>5 years minimum experience in a relevant field.</li>
<li>Experience within a large service delivery organization a plus</li>
<li>Able to work PST/MST hours (11am-8pm if you are on EST time)</li></ul></div>

Team Lead, Enterprise Service Desk

<div><h1 class="jobSectionHeader"><b>Job Summary</b></h1>
<p>
The role of Enterprise Service Desk Team Lead is primarily responsible for acting as a technical escalation supporting Tier 1 &amp; 2 teams, actively working tickets, and ensuring requests and incidents are progressing efficiently in line with SLA commitments throughout the Service Delivery model. When acting as a technical escalation the Team Lead should provide advanced trouble shooting and mentoring to other members of the Enterprise Service Desk team whilst also collaborating with Tier 3 and other SME teams, driving timely resolution of client requests and incidents.</p><br>
<p></p>
<h1 class="jobSectionHeader"><b>
Responsibilities:</b></h1>
<ul><li>Continuously monitor and enforce SLAs and KPIs throughout the day against live tickets to ensure service performance and responsiveness.</li>
<li>Provide training, coaching, and real-time assistance to all Service Desk Analysts.</li>
<li>Identify strengths and weakness among the team and communicate with the Service Desk Manager when appropriate and/or during review cycles.</li>
<li>Assist management in QA Review processes to improve ticket quality and escalation</li>
<li>Provide both procedural and technical escalation support and guidance to all Service Desk Analysts while ensuring the highest levels of customer support are met.</li>
<li>Review and approve technical escalations to Tier 3 and other SME teams to ensure ticket hygiene and relevant information is present.</li>
<li>Action tickets by performing end-user PC and systems troubleshooting and responding to phone, email, and web requests as needed.</li>
<li>Develop familiarity with client contracts to understand service levels and obligations.</li>
<li>Assist in new hire on-boarding process.</li>
</ul><h1 class="jobSectionHeader"><b>Skills:</b></h1>
<ul><li>Experience with ConnectWise ITSM platform</li>
<li>Incident, request, problem, change and major incident management experience</li>
<li>Strong IT Infrastructure, Desktop, and Networking experience, including but not limited to:
<ul><li>Microsoft Windows 10 &amp; 11</li>
<li>Microsoft Server 2016-2025</li>
<li>Microsoft 365 &amp; Intune</li>
<li>Entra ID/Active Directory</li>
<li>Citrix Xenapp</li>
<li>Virtualization, e.g. VMware, Hyper V, Proxmox</li>
<li>Cisco Meraki</li>
<li>Email Security, e.g. Proofpoint, Mimecast</li>
</ul></li><li>skills (oral and written), with ability to converse both laterally and vertically.</li>
<li>Excellent customer service and service management skills.</li>
<li>High energy, friendly with the ability to articulate technical solutions into layman terms</li>
<li>Able to work under pressure, prioritize and multitask.</li>
</ul><h1 class="jobSectionHeader"><b>Qualifications:</b></h1>
<ul><li>Bachelor's degree preferred.</li>
<li>Technical certifications and training a plus.</li>
<li>ITIL certification or strong knowledge of working practices.</li>
<li>5 years minimum experience in a relevant field.</li>
<li>Experience within a large service delivery organization a plus<br>
</li>
<li>Able to work PST/MST hours (11am-8pm if you are on EST time)</li></ul></div>

Flad Architects

<div>Overview:
<div>
If you enjoy solving complex challenges in a collaborative environment that celebrates each person&rsquo;s ideas, experience, and creativity, this might be the opportunity for you. Flad is a national architectural firm with ten offices looking to hire a Computer Support Lead to work in our Madison, WI office. This role will take ownership of the IT Service Desk, including supervising team members, ensuring resolution of escalated tickets, and providing technical end-user support by troubleshooting client system and application issues. They will also manage Windows workstation lifecycle processes, including workstation imaging, application deployment, patching, etc. Flad is a team of creative, intelligent, energetic people who help our clients tackle the issues that change people&rsquo;s lives.</div>
How will your days be spent:
<ul><li>Lead the IT Service Desk, including supervising team members, coordinating Service Desk issues, and ensuring desk coverage and tasks are assigned.</li><li>
Ensure proper resolution of Service Desk calls and tickets. Escalate Service Desk issues to other IT and BIM team members as needed.</li><li>
Provide technical support to end users by troubleshooting client system and application issues.</li><li>
Manage Windows and third-party software lifecycle (imaging, deployment, patching, removal) via both local and cloud-based tools.</li><li>
Install and deploy IT equipment, including setting up and taking down workstations. Lead the Computer Support team to determine periodic upgrades to workstation and laptop configurations to meet business objectives.</li><li>
Lead IT projects related to desktop/laptop imaging upgrades and implementation, application deployment, training, printer/copier upgrades, and audio/visual implementations.</li><li>
Provide support for audio-visual, video teleconferencing, teleconferencing and other conference room/display technologies.</li><li>
Participate in after-hours pager rotation.</li></ul>
What you bring to this role:
<p><b>
Technical Experience:</b></p><ul><li>
Minimum five years of relevant service desk and/or end-user support experience required.</li><li>
Minimum five years of experience with Microsoft Windows 10 operating system and one year of experience with Windows 11 required.</li><li>
Experience with Microsoft Office applications, Office 365, videoconferencing solutions, and other similar standard office applications required. Familiarity with AutoCAD, Revit, and desktop publishing/design applications preferred.</li><li>
Minimum two years of experience with Windows desktop image capture, deployment and maintenance required.</li><li>
Minimum two years of experience with client device patch management, deployment, and issue remediation in an enterprise environment required. Powershell and batch scripting experience preferred.</li><li>
Previous experience in IT leadership role and prior supervisory experience required.</li><li>
Minimum of five years of experience with Intel-based desktop and laptop hardware required.</li><li>
Minimum three years of experience with installing, configuring, and troubleshooting devices non-PC (e.g. network printers) on a TCP/IP-based network required.</li><li>
Practical experience with recent Apple hardware and software preferred.</li></ul><p></p><p><b><br>
Other Skills:</b></p><ul><li>
Ability to communicate effectively (written and verbal) with clients, consultants, and team members.</li><li>
Skilled at working well within a team environment, with people at all levels of an organization, while juggling multiple demands.
</li><li>Strong attention to detail, excellent organizational and interpersonal skills, and flexibility in adjusting to shifting priorities and/or deadlines.</li><li>
Ability to problem-solve and resolve client issues while providing a quality, personable experience.</li><li>
Skilled at coaching, leading, mentoring, and supervising team members to ensure alignment with goals and performance objectives.</li></ul><p></p><p><b><br>
Education:</b></p><ul><li>
Bachelor&rsquo;s degree in information systems, computer science, or related field required.</li></ul><p></p><p><b><br>
Flad offers a wide range of benefits, including:</b></p><ul><li>
Health, dental, and vision insurance</li><li>
Generous paid time off and paid holidays</li><li>
Financial health and wellness benefits - retirement savings plan; fiduciary advisor; identity theft plan; Section 125 flexible benefits; income protection &ndash; life insurance, short-term disability, long-term disability; Employee Assistance Program (EAP)</li><li>
Continuing education and career development &ndash; internal programs; funds set aside for external programs, licensure and sustainability support, annual professional registration, and organization reimbursement</li><li>
Hybrid work environment</li></ul><p></p><p><br>
Flad Architects is an Equal Employment Opportunity employer. Flad will provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.</p><div></div><div><br>
If you need a reasonable accommodation to apply for a position, please contact Human Resources at 608-238-2661 or email us at humanresources@flad.com.</div></div>

Lead Computer Support - Endpoint Management

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