We are seeking a Lead Desktop Administrator to manage and maintain our corporate desktop environment. The successful candidate will be responsible for ensuring the efficient operation of our network, desktop, and server systems.

Primary Skill

• Responsible for all aspects of installation, repair, maintenance, and troubleshooting of all IT desktop hardware;
• Oversees build and imaging process, as well as development and future innovation, including staying aware of current trends to make recommendations on improvements for processes and physical devices;
• Manages and maintains documentation of procedures, processes, and reports related to asset and configuration management;
• Provides support to all other departments with any IT desktop hardware requests and maintenance-related issues;
• Manages resource scheduling and back-up support;
• Contributes to training and development of the Desktop Support team;
• Assesses, recommends and purchases new and replacement IT desktop hardware;
• Manages inventory and lifecycle of hardware assets (including dependencies) to ensure that modifications, withdrawals, and additions are correctly recorded by the team;
• Oversees and manages short and long-range departmental objectives, policies and operating procedures;
• Provides support to planning initiatives through analysis, reports and recommendations;
• Asset management of equipment from receiving to retirement;
• Oversees and manages scheduled, periodic and ad hoc desktop hardware projects;
• Manages incoming request & incident tickets in ServiceNow;
• Monitors the ticketing system for calls relating to printers, scanners, inventory and peripheral requests. Acknowledges and assigns tickets as appropriate;
• Follows up with customers regarding open issues and ensures delivery of stellar client service;
• Resolves tickets in a timely manner, managing stale tickets and escalations;
• Creates, implements and meets service level agreements (SLAs);
• Manages equipment inventory and maintenance; and
• Performs other duties, as assigned.