Job Description
If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster's values, these set us apart as a bank and as an employer.
Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!
The Desktop Support Lead leads a team that provides technical support of desktop, applications, and related technologies for all colleagues. The team provides reactive desktop support services, helping users experiencing issues with their desktop computers, laptops, peripherals, applications, software, and network. The team also provides proactive support services, identifying issues with hardware and software before a user experiences or reports a problem. The Desktop Support Lead is responsible for providing escalation support, coordinating support teams, testing software, monitoring desktop services, allocating resources, tracking data, and preparing reports.
Key responsibilities for the role:
* Able to troubleshoot and make decisions on how to resolve a large variety of technical issues.
* Provide exceptional customer service skills with a problem-solving attitude with all levels of organization including executives.
* Leads support services to meet customer needs to include monitoring, responding to, and resolving support tickets, and providing "white glove" support.
* Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function.
* Compiles and analyzes metrics and prepares status reports and graphical reporting aids.
* Is responsible for ensuring the team meets operational service level and provides exceptional customer service.
* Will make critical decisions on how to resolve complex technical issues and provide a resolution on how they will be avoided in the future.
* Establish metrics to measure efficient use of existing systems and resources
Key skills/experience qualifications for the role:
- High school diploma or GED required.
- Advanced degree - Associates, Bachelors, Masters, etc. - preferred.
- 7+ years related experience required in technical support and customer service
- 2+ years in a Lead role
- Strong communication skills and exceptional customer service orientation
- Knowledge and experience with a variety of desktop operating systems, including Windows and macOS
- Experience with a wide range of enterprise desktop and application management
- Experienced in supporting standard enterprise applications
- Solid understanding of network principles required to assist with troubleshooting of network issues
- Ability to work independently and collaboratively with diverse groups in a team
- Demonstrable leadership experience and skills with the ability to foster an effective work environment that encourages teamwork and employee growth.
- Effective communication skills, excellent interpersonal skills, independent problem-solving and decision-making, self-direction, and ability to manage a complex workload.
- Demonstrable track record of success in managing relationships.
- Demonstrable ability to maintain a team-oriented, professional, and cooperative attitude at all times.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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