Lead Deskside Support Analyst
About The Position
About This Role: As the Lead Deskside Support Analyst, you will be an integral part of the IT Deskside Services team, guiding all aspects of day-to-day incidents, tasks, and project delivery operations throughout the enterprise. This position requires you to help oversee onboarding support, equipment provisioning and deprovisioning, and provide deskside, labs, commercial, and VIP support. You will also manage onsite and offsite meetings and events, along with ServiceNow queue management. Serving as a technical mentor, you will offer training resources to internal and external team members, ensuring high customer satisfaction and smooth business operations. Additionally, you will document key deskside support processes, create training materials, and uphold support standards. Occasional travel may be required to provide support for external events, contributing to uninterrupted business operations and minimal escalations. What You’ll Do: Serve as the one of the technical leads for IT infrastructure and Global Deskside and Specialty Support Services (GUSS) Service matters, escalating to regional managers when necessary. Manage GUSS/Deskside Incident and Request tickets to defined SLA’s and OLA’s, ensuring all tickets are updated with work information. Deliver hardware and software support to office, field-remote staff, and VIPs, including desktops, laptops, MFDs, mobile devices, and AV systems. Perform asset and mobile device management, including inventories, device allocations, provisioning, deprovisioning, and troubleshooting. Contribute to automation and continuous improvement initiatives. Provide setup and support for conference room technologies, coordinating with global teams for meeting room service levels. Manage mobility Incident and Request tickets to SLA’s, aiding in process, testing, and service improvements. Handle Lab support Incident and Request tickets, maintaining equipment disciplines and coordinating with third-party support providers. Ensure appropriate stock levels are maintained and IT asset management systems are updated for global reporting. Support global and regional IT projects, providing local coordination for office moves, expansions, and infrastructure. Who You Are: You are a proactive and detail-oriented individual who thrives in a dynamic environment. Your commitment to high customer satisfaction drives your ability to manage incidents with finesse and ensure smooth operations. You possess excellent mentoring skills, enabling you to guide and train team members effectively. Your ability to coordinate logistics for events and facility expansions showcases your organizational prowess and adaptability. You approach challenges with a collaborative mindset and constantly seek ways to enhance processes and service delivery.
Requirements
- 7+ years of related IT experience, including at least 3 years in the Deskside support area.
- High school diploma or GED equivalent required.
- Experience with ServiceNow or similar ticketing systems.
- Strong communication and interpersonal skills for effective coordination and support.
- Ability to manage multiple priorities in a fast-paced environment.
Nice To Haves
- MCP/MCDST or equivalent certification.
- ITIL qualification desirable.
- Familiarity with working within a Managed Service Provider (MSP) environment
Responsibilities
- Serve as the one of the technical leads for IT infrastructure and Global Deskside and Specialty Support Services (GUSS) Service matters, escalating to regional managers when necessary.
- Manage GUSS/Deskside Incident and Request tickets to defined SLA’s and OLA’s, ensuring all tickets are updated with work information.
- Deliver hardware and software support to office, field-remote staff, and VIPs, including desktops, laptops, MFDs, mobile devices, and AV systems.
- Perform asset and mobile device management, including inventories, device allocations, provisioning, deprovisioning, and troubleshooting.
- Contribute to automation and continuous improvement initiatives.
- Provide setup and support for conference room technologies, coordinating with global teams for meeting room service levels.
- Manage mobility Incident and Request tickets to SLA’s, aiding in process, testing, and service improvements.
- Handle Lab support Incident and Request tickets, maintaining equipment disciplines and coordinating with third-party support providers.
- Ensure appropriate stock levels are maintained and IT asset management systems are updated for global reporting.
- Support global and regional IT projects, providing local coordination for office moves, expansions, and infrastructure.
Benefits
- Medical, Dental, Vision, & Life insurances
- Fitness & Wellness programs including a fitness reimbursement
- Short- and Long-Term Disability insurance
- A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
- Up to 12 company paid holidays + 3 paid days off for Personal Significance
- 80 hours of sick time per calendar year
- Paid Maternity and Parental Leave benefit
- 401(k) program participation with company matched contributions
- Employee stock purchase plan
- Tuition reimbursement of up to $10,000 per calendar year
- Employee Resource Groups participation
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
