Lead/Senior IT Desktop Technician - Client Services

Job Title: Lead/Senior IT Desktop Technician - Client Services Job Type: Contract Job Location: On-site Job Summary: We are seeking a highly skilled and experienced Lead/Senior IT Desktop Technician to join our Client Services team. The successful candidate will be responsible for representing a team of IT professionals, managing ticket queues, and serving as the key driver of customer satisfaction for executives and senior leadership. This role requires a strong technical background, excellent leadership skills, and a commitment to process improvement and customer delight. Key Responsibilities: Team Leadership: Mentor and guide a team of IT desktop technicians, providing guidance and support to ensure high performance and professional development Conduct regular team standup meetings to discuss progress, challenges, and updates Develop training programs and materials to enhance team skills and onboarding through knowledge management Ticket Queue Management: Oversee the management of our team's ticket queue, ensuring timely resolution and effective communication with end-users Prioritize and assign tickets and Kanban tasks based on urgency and impact; shifting coverage as needed Monitor ticket status and follow up with technicians and users to ensure issues are resolved satisfactorily based on department key performance indicators (KPIs) Dashboard and KPI Measurement: Monitor and report on key performance indicators (KPIs) to track the efficiency and effectiveness of IT services Create and maintain dashboards to visualize performance metrics and share monthly results with department leadership Analyze data to identify trends and areas for improvement and follow up relating to Service Level Agreement, Key Performance Indicators, and survey results Process Improvement and Maturity: Identify opportunities for process improvements and implement best practices to enhance service delivery and operational maturity Develop and document standard operating procedures (SOPs) for common tasks and processes Collaborate with other departments to streamline workflows and improve overall efficiency Executive Support and Concierge Service: Provide "at the elbow" IT support to executive staff, ensuring their technology needs are met promptly and efficiently Set up and maintain executive devices, including laptops, tablets, and smartphones Troubleshoot and resolve technical issues for executives, often on short notice, or on location for AV services as required AV Conference Room Liaison: Serve as the primary point of contact for AV conference room setups and troubleshooting, ensuring seamless operation for meetings and events Coordinate with facilities and external vendors to maintain and upgrade AV equipment Provide training and support to users on how to operate AV systems Hardware Technical SME: Act as the subject matter expert for End User hardware, providing technical support and guidance to the team Manage the lifecycle processes for hardware, including procurement, deployment, maintenance, and disposal Troubleshoot and repair hardware issues, coordinating with vendor support as needed Microsoft Endpoint Management SME: Serve as the subject matter expert for Microsoft Endpoint Management, ensuring the effective deployment and management of endpoint devices Configure and manage endpoint security policies and compliance settings Provide training and support to the team on Microsoft Endpoint Management tools and best practices Must-Have Qualifications: ITIL v4 certification Proficiency with ServiceNow Asset management experience Proven team leadership experience Nice-to-Have Qualifications: Microsoft Certifications Project management background or certifications CompTIA A+ / Network+ certifications Education and Experience: Bachelor's degree in computer science or a related field 5+ years of experience in computer hardware deployment 3+ years of experience in IT project execution 2+ years of experience in executive support 1+ years of experience in conference room support and triage The projected hourly range for this position is $35 to $45. On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.