Global Support Desk Team Lead

People come to work at Parallel Wireless because we are building the future of telecom. They stay, because they are challenged and driven by an incredible product and team.  We take pride in our commitment to employee development, and our culture fosters an atmosphere of empowerment, trust, respect, and communication. Learn more about our mission, vision and values.

Primary role: To build and manage the Global Support team, develop and deploy systems and procedures, provide Tier I and Tier II support, and escalate issues where necessary. Key responsibilities include fostering a culture of experimentation, encouraging learning, and focusing on recognizing and developing talent.

What you'll do:

• Supervise and manage daily operations of the helpdesk and maintain SLA targets.
• Develop and maintain detailed and accurate documentation.
• Provide problem management and troubleshooting support and diagnose to resolve critical system issues globally.
• Track and manage department subscriptions, licenses, services, and contracts.
• Support user account maintenance using Active Directory, Azure AD and configure, deploy, maintain, troubleshoot, and support, laptops, desktops, printers, and mobile devices.
• Experience supporting and managing 600+ users with a dispersed team globally.
• Draft, update, and maintain IT Operation SOP, user documentation, usage policies, training guides, and procedures.
• Mentor and develop Technical Services staff to ensure growth in skill sets, as well as develop a succession plan.
• Conduct regular standup meetings with the team to review tickets and ensure requests are being completed and properly assigned.

What you must have:

• Ideal candidates for this role will have prior work experience at a company with 700+ users and multiple sites.
• 3 years’ experience leading a Helpdesk team of 5+ employees.
• Excellent interpersonal skills and ability to establish effective work relationships.
• Able to work with minimum supervision and be self-motivated.
• Strong interpersonal, organizational, and problem-solving skills.
• Willingness to work outside normal business hours when needed.
• Ability to actively participate in team development and promote team-oriented processes.
• Capability to think outside the box.
• Strong written and verbal communication skills, including presentation skills.
• Willingness to support global multisite environments.
• Hands-on experience with MS O365, MS InTune, Entra ID, Active Directory
• Hands-on experience with Linux and MacOS are a plus.
• Scripting experience with Powershell is a plus
• Knowledge of ISO 27001 and NIST 800-171/CMMC 2.0 are a plus
• Some overseas travel may be required.
• US Citizen

Education:

• BA/BS in Information Technology, Computer Science, or equivalence in experience