Desktop support team lead is responsible for a daily oversight of trading floor helpdesk technicians who support front office and corporate users. Individual must demonstrate strong technical and people skills in order to handle numerous support issues, consistently offer superior customer service and supervise the team to for proper workload prioritization and escalations.
Receive and respond to incoming phone calls, tickets, and e-mail requests for support.
Act as a point of escalation for a team of helpdesk technicians and end users.
Manage problems through resolution with clear communication and status updates for affected users and management.
Deliver white gloves service for senior management and VIP users.
Assist with AV setup for conference calls, board meetings, and town halls.
Prioritize and assign service requests to members of the team throughout the day. Make sure that assignments are scheduled and completely in a timely manner.
Plan, oversee and execute user moves in the evenings and/or weekends.
Perform tickets analysis to identify common issues and trends. Recommend corrective actions to eradicate underlying root causes. Engage with Desktop and Windows engineering, IT service management, and other teams to design and implement remedial plans.
Document troubleshooting guides and maintain team knowledge base.
Write technical procedures for configuration and deployment of hardware, software and related products.
Submit, assign, and monitor tickets in Service Now queue. Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the SLA.
Publish Service Now KPI reports for management reporting.
Evaluate and improve skill set of helpdesk technicians through documentation, training and mentorship.
Participate in on-call rotation for support issues raised outside of business hours and on the weekends.
Manage VOIP phones, turrets and mobile devices
Collaborate with infrastructure and network administrators to ensure efficient operation of the desktop computing environment.
Provide operational support and administration for various application Servers and systems as necessary.
Conduct independent research by reading knowledgebase articles, manuals, and procedure documents.
Research, evaluate and recommend new tools and technologies.
Assist in developing long-term strategies and capacity planning to meet future needs.
8+ years of prior experience in desktop support or similar role in other financial services environment.
Must have prior experience in supervisory role
Expert knowledge of Windows 7 and Windows 10 Operating Systems and productivity software (MS Office).
Expert knowledge of Active Directory and group policies, Microsoft Exchange, Microsoft SCCM, VMware vSphere.
Strong knowledge of common market data applications and related infrastructure (ie Bloomberg).
Working knowledge of one or more Scripting languages, Excel macros, or Powershell.
Must be self-motivated with a knack for new technologies, possess analytical and troubleshooting skills, and thrive in high-pressure dynamic environments.
Knowledge of Cisco call manager and turret systems is a plus.
Effective interpersonal skills and relationship-building skills, strong customer service attitude.
Experience with VMware/virtualization, thin clients, and physical workstations.
Must be flexible to cover shifts between 6am – 7pm EST and provide support outside of business hours and on the weekends in order to ensure proper staffing levels based on demand and last minute changes.
Desktop Support Team Lead – New York, New York