Job Description

Primary Responsibilities:

• Supervises a team of Tier 2 Desktop Technician personnel, including resource management and planning, hiring, development, training and performance coaching. Provides guidance and support to staff to ensure departmental objectives are achieved
• Monitors ticket queue to ensure Service Level Agreements (SLA's) are met and that proper documentation procedure is followed
• Ensures proper support processes and standard operating procedures are documented and followed to ensure timely resolution of technology issues
• Participates in and facilitates IT meetings with internal customers and other support staff
• Ensures proper inventory management of technology equipment including maintaining stock of imaged desktops, laptops, tablets
• Escalates incidents to proper internal IT teams as needed
• Acts as team contact when manager is not available for escalation, meetings, day-to-day operations to include on-call coverage

Required Qualifications:

• Undergraduate degree or equivalent experience.
• 2+ years of supervisor experience in a technical setting
• Demonstrated leadership experience with the ability to lead and direct others to achieve or exceed individual and organizational goals and objectives
• Experience supporting executive or VIP level customers
• Ability to supervise technical staff and understand and escalate technical issues
• Ability to meet scheduled task requirements within assigned deadlines
• Location must be in Dallas, TX

Preferred Qualifications:

• 1 year or more in a tech lead or team lead role helping with hiring, performance reviews and coaching staff
• Experience creating technical documentation and Standard Operating Procedures (SOPs)
• Previous experience in a supervisory or manager type IT role
• Technical certifications including CompTIA, HDI, or Microsoft Certifications

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