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Desktop Support Team Lead

To provide quality support with a high degree of customer satisfaction, technical expertise, and timeliness. To be the lead technician for a customer grouping within the desktop support group and/or take on the lead of significant desktop related projects.

All support is provided in person and the Specialist must be comfortable communicating directly with all end-users in a variety of business units such as Engineering, Marketing, HR, as well as Executive level users. This is not a phone support or help desk role.

Responsibilities:

• Manage, organize and coordinate team efforts for 2 to 3 desktop level 2 support. Develop and assess team members
• Client relationship, interface with studio stakeholders as well as executives, understand and keep abreast of business needs to align work and priorities as well as help improve technologies and operations.
• Lead by setting the example, encourage creativity, curiosity and constant improvement
• Manage and coordinate budget as well as purchasing of hardware and software for studio needs, lifecycle management
• Liaising with various IT teams to drive and participate in projects, compliance with global IT security standards, technology research, and testing, maximize system performance, reliability as well as resolve issues
• Hands-on in the day to day operations of the studio such as installation, maintenance, and troubleshooting of equipment associated with various Dev teams including but not limited to PC's, game consoles, Audio-Video equipment, mobile devices.
• Administering Windows and Mac desktop environments including configuring, upgrading, packaging and deployment, troubleshooting and resolving issues.
• Organizing and working to test, prepare, and maintaining technology for shows, conventions, demos, and events.

Work Experience Requirements

• 3-5 years’ experience in a similar position.
• Team leadership experience.
• Executive/VIP support.
• Budget creation and management.
• Purchasing and asset management. Any experience with Oracle iProc is a plus.
• Project planning and organization.
• Strong documentation skills.
• Strong written and verbal communication skills.
• Windows 10, Mac OS, iOS & Android mobile OS, Office 365.
• Strong understanding of Meeting Room AV Technology. Example; Cisco SX and Room Kit series Vicon equipment, Crestron.
• Strong understanding of PC client workstation hardware installation, upgrades, troubleshooting, and an understanding of current hardware standards and future releases.
• Strong hardware and software troubleshooting skills in a fast-paced environment required.
• Familiar with enterprise desktop and user administrative tools including Active Directory, SCCM.
• Basic Understanding of network protocols including TCP/IP, UDP, DNS, SMTP, SNMP, HTTP, HTTPS, as well as network hardware.
• Experience with Sony and Microsoft console hardware and software.
• Able to lift 50 lbs.
• Ability to work out of office hours.

Additional skills, if you got them it would be a plus.

• Mac hardware, Mac-specific software, and Mac imaging. JAMF Casper Suite/JAMF Pro.
• Familiar with development applications including Perforce, MS Visual Studio, Autodesk Suite, and Adobe Suite.
• Familiar with development applications including Perforce, MS Visual Studio, Autodesk Suite, and Adobe Suite.
• Experience writing code to create automated solutions (i.e.: Bash, Python, JavaScript, PowerShell).

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