Responsibilities
- Lead and develop a geographically dispersed support team across domestic and offshore locations, fostering collaboration and consistent service delivery.
- Act as the main point of escalation for difficult technical issues, delivering advanced support while guiding team members to resolve complex incidents.
- Deliver premium-level IT assistance to senior executives and key stakeholders, emphasizing responsiveness, confidentiality, and professionalism.
- Oversee the intake and management of service desk tickets, ensuring proper categorization, prioritization, and timely resolution within defined service level agreements.
- Generate and present performance reports covering ticket metrics, resolution times, user satisfaction, and SLA compliance to IT leadership.
- Design and maintain training programs to keep support staff proficient in evolving technologies such as AI applications, cloud services, and endpoint systems.
- Recruit, onboard, and develop service desk personnel and third-party support providers, including those in offshore and after-hours roles.
- Manage and enhance internal and external knowledge bases to ensure accurate, up-to-date, and practical documentation for both users and support staff.
- Develop, document, and refine service desk workflows, introducing automation and self-service tools to boost efficiency and user experience.
- Support the deployment and adoption of AI-powered productivity platforms like Fireflies AI, Claude, and ChatGPT, including training and troubleshooting.
- Contribute to the assessment, selection, and procurement of end-user devices and enterprise software, supporting asset lifecycle and refresh initiatives.
- Identify requirements for system upgrades, configuration adjustments, or new technology implementations, and take appropriate action or escalate as needed.
- Lead or participate in cross-functional projects related to service desk operations and end-user computing, working closely with infrastructure, security, and business units.
- Provide hands-on technical support for hardware and enterprise software when necessary to maintain practical expertise.
Work Arrangement
Hybrid — Chicago, New York
Team
Geographically distributed service desk team spanning Chicago, New York, and offshore team members
Other
- This role reports to the Executive Director, IT Infrastructure & Support
- As an onsite/hybrid employee, you are expected to be in the office on Tuesdays, Wednesdays and Thursday
