Desktop Support Lead

Accion Labs is a global technology services firm with offering a full range of product life-cycle services in the emerging technology segment. This includes Web 2.0, Open Source, SaaS/Cloud, Mobility, IT Operations Management/ITSM, Big Data and traditional BI/DW.

Through nine global offices and a rapid-response delivery model, Accion offers a range of engagement models such as turn-key projects, extended-teams, shared-IP development, offshore-leveraged engagements and professional staffing (contract, contract-to-hire & direct perm).

Accion Labs is privately-held, venture-funded and has a hands-on management team that believes in execution and outcome.

Role:- Desktop Support Lead

Required:-

·Minimum experience 10Years

·Orienting, training, assigning, scheduling, and coaching members of the Desktop support team

·Ensure customer service excellence and guaranteed response times by actively monitoring support emails/cases and ensuring all tickets are resolved in a timely and comprehensive manner

·Mentor staff to guide customers toward self-serve support options in a service-oriented manner.

·Ensure all desktops are patched and maintained in a timely fashion. Responsible for implementing desktop security and ensuring software compliance (including mobile devices)

·Manage aging tickets in team queue identifying trends that negatively impact performance of desktop operations.

·Maintain device inventory

·Performs analyses and prepares reports on system problem trends and issues

Additional Information

All your information will be kept confidential according to EEO guidelines.