Team Lead, Technical Operations

Position Summary

The Desktop Lead role performs all #Lead# functions, including overseeing the team#s daily operational responsibilities and project coordination. This role sets direction on and develops metrics related to efficiency, functionality, and stewardship. This position will lead the development of reliable methods and implement desktop support improvements.

This responsibility will include initiatives outside of the primary daily Desktop operational responsibilities. Customer Service is fundamental to this position, as is team leadership, coaching # development. This position will serve as an escalation point and be asked to take a leadership role in critical situations.

Provide daily on-site direction of Desktop team activities- including monitoring individual work queues, assigning work and providing status updates, prioritizing tasks and coordinating resources, creating, understanding, and enforcing policy, and maintaining SOP and reliable method documents. Oversee Desk Side Project activities related to Asset Refresh, office relocations, and department moves.

Collaborate with Facilities project management to determine direction and need. Accountable for ensuring the team meets defined Service Level Agreements, expected by dates, minimizing and evaluating open and unassigned tickets. Monitor staff work and efficiency. Contributes to the management of all aspects of the team, including hiring and performance evaluations.

Develops partnerships with other IS teams to ensure efficient, effective, and timely IT service delivery. Escalation point for any Desk Site-related incident requiring management involvement/review. Maintain an adequate spare parts inventory of hardware and supplies- ensuring Continuous Improvement methodology is used in the daily management of par levels, including maintaining a current inventory listing of PC hardware across the environment.

Recommends, tests, and specifies PC hardware and software as technologies advance.

Education

Bachelors of Computer Science

• Preferred Experience 3-5 Years Projects, Team building, Leadership, Support of PCs printers, PDAs and Microsoft software
• Required Microsoft Windows Operating Systems (Windows 10, Windows 11), Microsoft Office Suite (2016, 365, Visio), Collaboration Software (SharePoint, Teams), PC Hardware troubleshooting, Printer support, and troubleshooting Desktop/Multi-function is all desired. License # Certification Professional Certification
• Required within first 6 months of employment Possess one of the following certifications: CompTIA A+/Network+, Microsoft MTA/MCSA (Windows 7 or greater), or Cisco CCENT/CCNA 2
• Required within first 6 months of employment Core Job Functions Installs, configures and maintains organization#s network infrastructure, internal and external web presence. Designs and supports physical and virtual server system(s) and supporting software. Relies on instructions and pre-established guidelines to perform functions of job related to installs and plans/supports new software and hardware standards. Responds to user related work orders within timeframes stated in IS departmental policy. Supports users within the Windows operating structure and the Microsoft Office suite of products, as well as remote users in the same fashion as hospital users. Monitors performance to identify potential issues before users are affected, in order to forecast need for support of our customers. Ensures security patches are installed in with minimal impact to users and new virus definitions are deployed in a timely manner. Maintains library of manuals to support software and hardware, ensures network diagrams and server documentation is current and accurate at all times. Participates in the development and management of policies and procedures related to personal computer use, as well as evaluates new network software packages for possible inclusion in standards. Utilizes monitoring tools to track system operations. Completes projects tasks on time and attends and participates in required meetings. Provides written or oral project status reports. Employee dashboard is updated with project and task statuses.