Desktop Support Lead

Accion Labs is a global technology services firm with offering a full range of product life-cycle services in the emerging technology segment. This includes Web 2.0, Open Source, SaaS/Cloud, Mobility, IT Operations Management/ITSM, Big Data and traditional BI/DW.

Through nine global offices and a rapid-response delivery model, Accion offers a range of engagement models such as turn-key projects, extended-teams, shared-IP development, offshore-leveraged engagements and professional staffing (contract, contract-to-hire & direct perm).

Accion Labs is privately-held, venture-funded and has a hands-on management team that believes in execution and outcome.

Role:- Desktop Support Lead

Required:-

· Minimum experience 10Years

· Orienting, training, assigning, scheduling, and coaching members of the Desktop support team

· Ensure customer service excellence and guaranteed response times by actively monitoring support emails/cases and ensuring all tickets are resolved in a timely and comprehensive manner

· Mentor staff to guide customers toward self-serve support options in a service-oriented manner.

· Ensure all desktops are patched and maintained in a timely fashion. Responsible for implementing desktop security and ensuring software compliance (including mobile devices)

· Manage aging tickets in team queue identifying trends that negatively impact performance of desktop operations.

· Maintain device inventory

· Performs analyses and prepares reports on system problem trends and issues

All your information will be kept confidential according to EEO guidelines.