As part of our continued improvement plan for Information Services we are seeking an
enthusiastic IT Support Desk Lead with great technical, managerial and customer service skills to be part of our Service Delivery team and support our members of staff and wider user community across the M&C Saatchi network in the US (NYC) area.

We are focused on providing the best customer service for our users. Working as part of this highly motivated team you will help ensure the delivery of high-quality services in line with SLAs and best practice.

ABOUT THE ROLE
As an IT Support Desk Lead, you will be working in an ITIL-aligned environment providing a range of support to desktops, laptops, mobiles, tablets, meeting room support and printers and a range of hardware and software applications, while supporting 1 additional member of your team. You will be adept in handling senior executives, urgent issues and the ability to prioritize your own work and 1 additional member of your team.

This role is an opportunity for you to grow and develop your experience in team management and technical ability, focusing on coaching and developing 1 additional team member and managing stakeholders.

Reporting to the Global IT Service Delivery Director, your core objectives will be to mentor/lead an on-site IT Analyst and provide first/second line support to staff within the agency; assisting them with hardware and software problems via phone, email, remotely and in person, with a focus on service restoration and communicating with the customer on progress.

Responsibilities:

• Lead, coach and mentor another IT Support Analyst within your team, forming part of a global team with full support from colleagues in multiple geographic locations, with the ability to prioritize support tickets, project tasks and other objectives for yourself and your team
• To provide technical support; dealing with support queries in person, via phone, email and the IT help desk system
• Lead by example, displaying exemplary leadership behaviors and traits
• Act as an escalation point for business-critical Incidents, projects and internal IT teams, assisting the Service Desk with queries and escalations to enhance the user experience
• Support, manage and maintain all meeting rooms and support meeting internal and client meetings
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Diagnose and resolve problems accurately making sure they are logged correctly and either closed successfully or escalated appropriately to 3rd Line support
• Respond to all calls on the call logging system or as instructed by the management team.
• Log all reported incidents or service requests in the IT ticketing system (FreshService)
• Respond to enquiries from clients and offsite staff and help them resolve any hardware
  or software problems
• Correctly log, prioritise, assign, track and respond to incidents and service requests in a
  timely manner, meeting agreed SLAs, and according to agreed standards and
  procedures
• Perform Active Directory administration: Creating user accounts, reset passwords,
  create groups, etc.
• To take ownership of user problems and be proactive when dealing with user issues
• Provide incident management ownership of all incidents, and oversight of requests to
  track status and communicate progress in a timely manner to the reporting customers
• Liaise with external suppliers and vendors to order hardware and software for
  customers
• Maintaining the knowledge base for end user self-help and Service desk.

ABOUT YOU

What you’ll bring with you:

•  Strong logical thinker with the ability to troubleshoot any kind of problem and apply context to assess priority.
• Great interpersonal skills with the ability to deal with the business at all levels.
• A comprehensive understanding of PC/Mac hardware set-up and configuration, networking principles and specialist tools as used in the agency.
• Advanced knowledge of Microsoft/Mac operating systems and productivity tools
• Previous Service Desk experience
• Previous experience of managing a small team of technical support staff (scheduling/rota, escalations, technical guidance)
• Ability to produce, ingest and present reports relating to SLA/KPI adherence, actively preventing SLA breaches from occurring
• Excellent verbal and written communication skills, ability to retain instruction, and push forward
• Experience of using call logging software
• Desire to progress, high motivation and good team working essential
• Ability to escalate issues in a timely manner to 3^rd line, including all relevant information and troubleshooting steps

You’re good at:
• Microsoft Windows versions 10 – 11
• Apple OSX installation, configuration and troubleshooting
• Azure/Active Directory user and group administration
• Audio Visual and video conference technologies and hardware
• Anti-virus installation and centralised deployment/management tools
• Remote/Secure access & VPN solutions (particularly Cisco Secure Endpoint/FortiClient)
• WAN/LAN Technologies
• VOIP telecommunications hardware and administration
• ITSM systems – ticket management (i.e. ServiceNow, BMW, FreshService)
• WiFi Technologies (specifically Meraki)
• Desktop Imaging (InTune)
• Email management/security (particularly Mimecast)
• Microsoft Office 365 administration
• Mobile Telephony (IOS and Android)
• MDM - Intune
• Secure file sharing system (i.e. Box or Egnyte)

Occasional overtime may be available to meet the demands of the business. Willing to work weekends and out of hours/unsociable hours on occasion.

WHAT YOU'LL GET:

We offer a competitive salary, a comprehensive employer subsidized benefits package which includes group medical, dental and vision coverage, Health Savings Account, 401k retirement plan with annual company match, employee wellness, commuter benefits and cellular phone allowance, generous paid time off and employee volunteer day to encourage social responsibility giving time to the non-profit, community service or charity of your choice. Salary is dependent on experience but ranges from: $90,000– $120,000. All candidates must have the ability to work in the US; we are unable to sponsor any work visas for this role.

ABOUT M+C SAATCHI GROUP
https://mcsaatchi.com/

M+C Saatchi SSK as part of M+C Saatchi Group has pledged its commitment to create a company that values difference, with an inclusive culture. As part of this M+C Saatchi Group continues to be an Equal Opportunity Employer which does not and shall not discriminate, celebrates diversity and bases all hiring and promotion decisions solely on merit, without regard for any personal characteristics.

If you require any reasonable adjustments throughout the recruitment and selection process, please make us aware as part of your application.

All employee information is kept confidential according to General Data Protection Regulation (GDPR).

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