We are seeking a Lead PC Support Technician to oversee and coordinate technical support operations for our corporate and field desktop environments. This role is responsible for providing expert-level support, mentoring junior technicians, and driving continuous improvement in end-user computing services.
Key Responsibilities
- Team Leadership: Supervise, mentor, and train PC Support Technicians; assign tasks and monitor performance to ensure high-quality service delivery.
- Technical Escalation: Serve as the primary escalation point for complex technical issues, providing advanced troubleshooting and resolution.
- Team Task Management: Oversee the PC Support ticket queue, ensuring timely and effective incident resolution and customer satisfaction.
- Project Coordination: Collaborate with IT teams and business units to align desktop support initiatives with organizational goals and IT strategies.
- Vendor Management: Liaise with vendors and partner with leadership to evaluate new technologies, manage relationships, and recommend improvements.
- System Maintenance: Lead the installation, configuration, and maintenance of desktop hardware, software, and operating systems (Windows 11/10, Office 365, etc.). Steam line deployment packages using at-scale automation and deployment tools.
- Performance Monitoring: Analyze desktop infrastructure performance, identify areas for improvement, and implement efficiency enhancements.
- Documentation: Maintain accurate records of support activities, procedures, and system configurations.
- User Support & Training: Partnering with Learning & Development Teams, provide expert support and training to corporate and field users; develop knowledge base articles and training materials.
- Security & Compliance: Ensure desktop environments adhere to security policies, compliance standards, and best practices. Assist with evidence for SOX compliance on system processes. Knowledge of certification frameworks and compliance requirements.
- Onboarding and Access Management – Develop and maintain an onboarding checklist. Create, configure, and verify user account creation across systems (e.g, email, network, applications). Prepare, deploy, and track hardware for new hires. Collaborate with HR, IT Security, and Department managers to ensure proper role base access.