17 days old

Director of Technical Support

Jacksonville, FL 32256
  • Job Code

This position oversees all Service Desk and Network Support staff to provide customers with the appropriate assistance and timely incident resolution. This includes the responsibility of managing all procedures related to identification, prioritization and resolution of incidents and requests, including the monitoring, tracking and coordination of Service Desk and Desktop Support functions. This position is also responsible for planning, designing, and analyzing the organization's Service Desk and Network Support functions according to best practices to ensure high levels of customer service quality and availability.

Essential Duties, Responsibilities and Knowledge:

- Manage the overall technical service delivery experience of the Digital Signage Network, ensuring all client SLAs are met.

- Manage and motivate a team of 5 to 10 Service Desk and Desktop Support engineers who receive incident tickets, phone calls, emails and other communications from customers requesting technical support for related desktop, laptop, peripherals and IT related issues.

- Supervise the day-to-day operations of the Service Desk and Desktop Support. Identify, research, and resolve complex technical problems. Create and manage escalation procedures and ensure service levels are maintained.

- Document, track, and monitor problems to ensure resolution in a timely manner.

- Ensure that all support requests are well documented and accurately categorized in the IT ticketing system from the creation of the ticket to the successful resolution.

- Work with IT support team resources to ensure proper processes are created and followed to inform, track and support our customers.

- Collaborate with other teams to ensure Service Levels (SLA's) are in place and Key Performance measures KPI's are defined, agreed upon and tracked for IT Services.

- Accountable for fulfilling SLAs on Service Desk and Desktop Support Ticket and Request queues.

- Provide team leadership and strong management of related processes and resources including staff evaluation and performance feedback.

- Manage day to day activities ensuring focus on priorities, ongoing improvement plans and risk remediation.

- Act as a point of escalation for unresolved or escalated needs and problem management.

- Establish and manage staffing levels using internal and external resources ensuring adequate daily Service Desk and Desktop Support for both daily and on-call support 365 days a year.

- Ensure processes are in place to appropriately triage incidents and manage service requests.

- Manage projects assigned to Service Desk and Desktop Support teams.

- Assess need for any departmental process changes (minor or significant) based on request trends and make recommendations.

- Identify, recommend, develop and implement end user training programs, knowledge base systems and other tools to increase computer literacy and self-sufficiency.

- Train, coach and mentor Service Desk and Desktop Support Technicians and other junior staff.

- Other duties as needed.

You must possess proficiency in:

- Strong technical troubleshooting capabilities related to digital signage ( or similar remote networks ) with both IT and A/V integrations

- Initiative, good organizational skills, attention to detail, sound business judgment and excellent written/verbal skills.

- Ability to motivate and direct team members.

- Working in a fast paced, cross-functional, agile multi-team environment.

- Receiving direction and producing results in a timely manner with minimum oversight.

- Prioritizing to meet deadlines while producing high quality results.

- Communicating effectively and professionally with users, customers, and other IT personnel.

- Driving for results and taking initiative to affect change.

- Focusing on business outcomes and delivering work that improves business value.

- Creating positive customer experiences through active listening, appreciative inquiries, seeking feedback for action, continuous improvements and follow through.

- CTS ( InfoComm / Certified Technology Specialist ) Certification is a plus

- ITIL Certification is a plus

Education and Training

- Bachelor Degree in Engineering or Computer Science desirable or equivalent working experience in similar role.

- At least five years' experience with IT Service Desk operations including Service Desk and PC Desktop Support

- At least 2 years managing IT Service Desk Operations

- Hands-on technical knowledge of various enterprise IT & A/V systems, tools, and platforms specifically:

- Microsoft Windows Operating systems ( 7 and above )

- Remote support of enterprise ( 5K+ nodes ) unattended PCs ( media players, kiosks or similar )

- Remote support of A/V equipment ( Large format displays, distribution amplifiers, RF encoding head-ends, baluns, splitters, HDMI, Video Walls, etc. )

- Networking Architecture ( routers, firewalls, switches, VLAN, WIFI, Meraki, Cisco, Backpack, etc. )

- Practical understanding of the OSI model and how it pertains to IT support methodologies

- Jira ( or similar Help Desk systems )

- Solarwinds ( or similar Network Management Platforms )

- Support of Digital Asset Management Systems and/or Content Management Systems


  • Information Technology

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Director of Technical Support

Randstad Technologies
Jacksonville, FL 32256

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Randstad Technologies
Jacksonville, FL

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