As the EUC Support Team Leader, you’ll be responsible for growing a team of Support Specialist supporting our customers around all aspects of endpoint computing, mobile device, and productivity software. Because this team is the face of Endpoint Utility to our customers, it is vital to be focused on interpersonal communication skills, coaching, mentoring and good customer service practices. You will assist Support Specialists as needed in responding to customer inquiries in person, via phone, email, and chat. You will collaborate extensively with the Senior Leadership Team to ensure the Support Team has the necessary people, processes and systems to ensure the success of our customers..
Recruit, coach, grow and retain a team of over performing Support Specialists focused on the constant success of our customers.
Hands of leader always willing to jump in personally to support whenever necessary escalated customer needs or request volumes.
Assist with all aspects of technical support, including on-site visits as needed.
Assist Support Specialists in troubleshooting and resolving issues related to hardware/software, password resets, Microsoft operating systems, security, desktop applications, and peripherals.
Research/troubleshoot systemic issues using the tools available.
Build and maintain reference support materials.
Work closely with other team members and leaders to identify and suggest resolutions and improvements.
Two-year Associate Degree (field related) required, 4 year degree preferred.
Minimum of two-year helpdesk management experience in a corporate environment.
Must have a comprehensive knowledge of computer hardware/software concepts.
This position requires extensive working knowledge of hardware/software concepts, including Microsoft products and network/account management tools.
Must be able to diagnose and resolve more complex system hardware, software, network, and operator issues.
Related certifications including Microsoft Technology Associate (MTA), A+, Network +, greatly preferred.
Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
Ability to effectively present information and respond to questions from other managers, customers, and teammates required.
Must have excellent customer service and interpersonal communication skills.
Must have the ability to work in a team environment and present a professional image.
Must be able to multi-task and be flexible with assigned work schedule.