Desktop Support Lead

Desktop Support LeadLocation: Channahon, ILDuration: Full TimeJob Description:Lead a team of desktop engineers (~20 across different Sites) in handling all operational / escalation issues and all incidentsUnderstanding of daily operations and delivery processesStrong understanding of AMDB and CMDB architectureIT Stockroom Management, Operational varianceMonitor teams assigned projects to ensure they are completed on time.Able to execute all assigned projects quickly and efficiently with a sense of urgency.Responds to customer inquiries regarding technical issues and management of escalations.Handle customers’ complaints and ensure customer satisfaction during closure.Coordinate activities related to the desktop environment with other IT teams including testing, change management, evaluations, and implementation.Perform monthly operation review & trend analysis.Support of onsite and offsite meetings.Manage stockroom activitiesCollecting and analyzing historical data using statistical toolsWorking with inventory management software to track inventory levels, set reorder points, manage purchase orders, and generate reports.Lead the Asset Management through its full lifecycle (plan, procure, assign, inventory, retire)Ownership of multiple sitesCreate and execute project work plans and revision as appropriate to meet changing needs and requirements.Identify resources needed and assign individual responsibilities.Manage day-to-day operational aspects of a project and scope.Reviews deliverable prepared by team before passing on to client.Identify resources needed and assign individual responsibilities.Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service functionEstablish metrics to measure efficient use of existing systems and resourcesActivity Monitor team performance to ensure service levels and expectations are being metProvide leadership/support to ensure projects are staffed appropriately and timelines are met * Manage staff of engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to ensure business needs are met.Work closely with field services staff to ensure proper escalation of technology issues