Help Desk Team Lead

Location: 

Rehovot, IL

Job ID:  50109
Category:  Information Technology

Help Desk Team Lead is dual role of IL Team Lead and Sr. IT Field Service technical support for the Region. This position is required to manage the day-to-day activities of the Regional help desk team and support their manager by handling delegated responsibilities.

 

Essential Duties and Responsibilities include the following (Other duties may be assigned):

  • Manage Team activities and Performance ensuring excellent service within defined SLAs.
  • Identify opportunities to improve our Services in the Region
  • Standardize equipment and SW in the organization - client image (PC, Laptop), printers, mobile phones, support BYOD programs as needed
  • Support the Systems, Network and Information Security teams in their initiatives
  • Create, maintain and update PC Images using SCCM technology
  • Manage and support Microsoft Active Directory, Office365, SharePoint Services, e-mail, Enterprise collaboration and other company-wide initiatives
  • Serves as Subject Matter Expert for Field Service Technicians and escalation path when needed
  • Distribute and patch software to client PCs through Microsoft SCCM or similar technologies
  • Ensure the compliance of all new infrastructure services with the agreed standards and support the convergence to the new solutions. 
  • Maintain and manage sparing systems for production and manufacturing computers
  • Manage the client equipment lifecycle (Purchase, build, deliver, upgrade, retire), set the standards and monitor compliance.
  • Handle a wide range of IT responsibilities and special projects as required
  • Execute Incident, Change, and Root cause ITIL Management processes. 

 

 

Essential Education, Skills and Experience:

  • 2-4 years of Team Lead experience
  • College degree, technical certifications, or equivalent experience required.
  • Working knowledge of software and/or processes of security, databases, internet, project management, spreadsheet and word processing.
  • Proven experience with Microsoft SCCM, deploying desktop OS’s applications and patches in an enterprise desktop, environment, desktop technologies, scripting languages, mobile devices, desktop images development and strategies
  • Working knowledge of Active Directory, Office365, Group Policy Management, SharePoint, Microsoft Office Suite Applications
  • Excellent knowledge of ITIL frame works for Service Delivery and service support processes.
  • Working knowledge of Microsoft Windows 10 and mobile operating systems.
  • Working knowledge of networking, including TCP/IP, firewall configuration, LAN & WAN technologies, and remote access technologies including VPN clients.
  • A strong dedication to quality customer service, and a working knowledge of service delivery procedures.
  • Knowledge for supporting VPN, IP Phone and VC Rooms