SME - Desk Side Services, AMT Asset Management Software

Job Summary

The Deskside Support Group Manager is responsible for leading a team of IT professionals who provide onsite technical support to end-users. This role ensures the efficient delivery of hardware, software, and network troubleshooting services, manages escalations, and maintains high levels of customer satisfaction.

Deskside Support Group Manager\\r\\n Position Summary:\\r\\n The Deskside Support Group Manager is responsible for leading a team of IT professionals who provide onsite technical support to end-users. This role ensures the efficient delivery of hardware, software, and network troubleshooting services, manages escalations, and maintains high levels of customer satisfaction.\\r\\n Key Responsibilities:\\r\\n• Supervise, mentor, and develop a team of deskside support technicians.\\r\\n• Oversee daily operations, ensuring timely resolution of incidents and service requests.\\r\\n• Establish and monitor performance metrics and service level agreements (SLAs).\\r\\n• Collaborate with other IT teams to coordinate projects and escalate complex technical issues.\\r\\n• Maintain inventory of IT assets and ensure compliance with company policies and procedures.\\r\\n• Manage customer communications and feedback to drive continuous service improvement.\\r\\n• Develop training materials and provide ongoing education for deskside support staff.\\r\\n Qualifications:\\r\\n• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).\\r\\n• 5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.\\r\\n• Strong technical knowledge of Windows and Mac operating systems, common business applications, and network troubleshooting.\\r\\n• Excellent leadership, communication, and organizational skills.\\r\\n• Ability to manage multiple priorities and work effectively under pressure.\\r\\n• ITIL or similar service management certification is a plus

Key Responsibilities

• Supervise, mentor, and develop a team of deskside support technicians.
• Oversee daily operations, ensuring timely resolution of incidents and service requests.
• Establish and monitor performance metrics and service level agreements (SLAs).
• Collaborate with other IT teams to coordinate projects and escalate complex technical issues.
• Maintain inventory of IT assets and ensure compliance with company policies and procedures.
• Manage customer communications and feedback to drive continuous service improvement.
• Develop training materials and provide ongoing education for deskside support staff.

Skill Requirements

• Strong technical knowledge of Windows and Mac operating systems, common business applications, and network troubleshooting.
• Excellent leadership, communication, and organizational skills.
• Ability to manage multiple priorities and work effectively under pressure.
• ITIL or similar service management certification is a plus.

Other Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience in IT support, with at least 2 years in a supervisory or managerial role.