Lead, Infrastructure Specialist (Service Desk & Deskside Manager with PABX System Expertise)
Position Overview:
The DWS Integration Leader/Lead, Infrastructure Specialist is responsible for overseeing both the service desk and deskside support teams, ensuring efficient and effective technical support services for end-users and stakeholders. This role requires specialized expertise in PABX system, including maintenance, and troubleshooting.
Key Responsibilities
Team Leadership:
· Provide leadership, direction, and mentorship to both the service desk and deskside support teams.
· Conduct regular team meetings, performance evaluations, and coaching sessions to ensure high-performance standards.
Service Desk and Deskside Operations:
· Manage the day-to-day operations of the service desk and deskside support teams, ensuring timely resolution of support tickets and service requests.
· Monitor service desk metrics and KPIs, as well as deskside support activities, to evaluate performance and identify areas for improvement.
· Develop and implement standard operating procedures (SOPs) to streamline processes and enhance efficiency across both support channels.
Continuous Improvement:
· Drive continuous improvement initiatives across service desk and deskside support.
· Identify opportunities for process optimization, and technology enhancements to improve service delivery and reduce manual effort.
· Stay updated on industry best practices and emerging technologies related to IT support and telecommunications.
PABX System Expertise:
· Serve as the SPOC for PABX-related inquiries and issues, collaborating with vendors and internal teams as needed.
· Develop and maintain documentation and training materials for PABX system users and support personnel.
Qualifications:
· Bachelor’s degree in information technology, Computer Science, or related field.
· Proven experience (10 years) in IT support roles, with 5 years of experience in managerial or supervisory positions.
· Strong leadership skills with the ability to lead and motivate teams in a dynamic environment.
· Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders.
· Understanding of IT service management frameworks such as ITIL. Certification in ITIL required.
· Experience with service desk tools, deskside support techniques, and PABX systems.
· Healthcare experience preferred.
