Enshored
- Desktop Support Team Lead
Desktop Support Team Lead
Customer Service · Philippines
Job description
Enshored has been powering growth for disruptive brands and leading companies in the US and Europe since 2014. As part of Inc 5000 fastest-growing companies in the US, our commitment to pushing the extra mile helps our clients reach their business’ optimal growth potential, may it be from the ground up or by innovative transformation.
Our team is composed of hand-picked talented individuals adapted to handle themselves in a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members. Important decisions revolve around the guidance of our core values, especially when choosing the right people:
- Grit. We never give up. We don't always know the answer, but we don't give up until we crack it. Sticking at it makes us stronger.
- Curiosity. We want to know you, what makes you tick and what it will take to help you grow.
- Learning. Learning is the key to mobility, growth, and transformation. It's a commitment. We're committed.
- Grace. The unconditional love for our fellow man. What is this world without love – merely a transactional scorecard of winners and losers. We don't want to reinforce that operating system. We are driving a paradigm shift to an infinite mindset where we start from the knowledge that there is plenty to go around.
- Honesty & Sincerity. Being true to ourselves. Being honest, being open, trustworthy and truthful. Sincerity provides depth to honesty, as our honesty at times can even betray us, as we all hide behind our deep pain and hurt.
- Integrity. Integrity is standing up for what we believe is right and living by our highest values.
Our philosophy leads us to invest in the best people we can find, and working side by side, we help them build the career paths they deserve.
Don’t just take our word for it; experience the growth yourself!
If you don’t know where to start, check us out at www.enshored.com.
The Team Lead provides supervision to the existing Desktop Support Engineer supporting the Enshored Inc. in Manila. He/She also provides liaison support with other IT Departments for projects, maintenance, and compliance activities.
Duties and responsibilities:
- Proactively identifies areas within scope that require improvement and delivers an improved procedure/process or tool.
- Provides leadership to team members (technical, supervision, mentoring, goals setting, coaching, feedback, time management advice) to ensure they can deliver consistent and effective support to the customer. Ensures that team members attend appropriate training.
- Continually drives change and improvement within the team. Fosters a culture of improvement, including clear avenues for input of suggestions. Ensures worthwhile ideas are thoroughly considered for feasibility and implemented where warranted. Leads by example by always providing outstanding customer service throughout all communications with the customer, with strong teamwork and inter-team collaboration.
- Conducts regular team meetings where customer-related issues are communicated along with current service performance and goals.
- Facilitates administrative tasks such as regular performance reviews, payroll and attends to HR-related concerns of direct reports.
- Takes on new work that requires operational delivery once the impact and feasibility and resource assessments in conjunction with the IT Leaders have been completed. Acts as the point of contact and account/program POC whenever required.
- Performs other related functions that may be assigned.
- Ensure the maintenance of the organization’s workstations and other technical equipment.
- Assist in managing corporate projects.
- Guide the Desktop Support Engineer on carrying out various tasks efficiently.
- Support the hiring process to identify additional Desktop Support Engineers as well as providing them essential training.
- Oversee the work performed by the Desktop Support Engineer and provide them feedback, as appropriate.
- Responsible for the design and implementation of the company’s operating system images and applications.
- Ensure that the workstations, laptops and servers, are configured as per the requirement of the business.
- Confirm that operating system images are updated quarterly. Patches are updated and implement desktop lockdown for security practices
- Review, plan, and document team processes along with coordinating daily operations with respect to service requests, incidents and projects.
- Address all service requests as needed to meet customer needs and agreements.
- Manage IT DSE schedules business hours 24x7.
- Assist with Active Directory administration as related to end-user support
- Respond to new IT Support requests, prioritize, and document issues and resolutions.
- Resolve inbound tickets and complete detailed responses in the ticketing system
- Support MS Office products and O365 applications, and other software applications
- Assist with asset inventory tracking and documentation of moves, adds and changes.
Qualifications:
- Bachelor's Degree of Information Technology, Computer Science, or any related courses.
- At least 6 years employment in an IT organization with similar capacity.
- Minimum 3 years’ experience in leading a team.
- Must be familiar with Ticketing System (ServiceNow, Zendesk and, etc.)
- Must have the experience in creating, updating ticket workflow.
- Have presentation skills using PPT, PREZI or other presentation apps.
- Preferably ITIL foundation certified.
- Must be results-driven and SLA oriented.
- Good technical knowledge in Desktop, laptop and Server aspects
- Excellent Communication skill
- Good Problem-Solving Skills
- Able to work independently.
- Capable of professionally managing confidential information
- Strong computer skills in MS Excel, Word, Visio, and PowerPoint
- Experience with PCI Certification process and documentation
- Must be willing to work onsite and on a shifting schedule in Ortigas, Pasig City.
What we value:
To succeed in this role, we believe that you possess the following qualifications:
- Extensive experience in ITSM, including leading teams and shaping a top-quality service team to support/drive business value.
- Strong communication skills in English and the ability to clearly articulate technical information.
- We value integrity, Honesty, and team player.
- Results-oriented with a hands-on approach, able to take ownership and drive projects forward in a fast-paced environment.
- Collaborative and able to build relationships with partners and stakeholders across the value stream, with a focus on delivering results.
- Be a creative and innovative problem solver.
- Be empathetic and a people person.
About Enshored
Enshored is the leading outsourcer for start-ups. We’re here for the innovators, for the scalers. We’re here for the creators, for the makers, for the horizon scanners who saw it and then went out there and built it. We believe that when our people thrive, our clients thrive too. When we all thrive, the world becomes a better place.
At Enshored, this means: We support our people to achieve their potential and contribute to their best ability through structured learning and career development. We embrace diversity. We understand that people are all different and need different challenges. We don’t treat individuals as cogs in the machine. We provide the environment, tools, and support system to thrive.
