17 days old

SCCM Service Desk Lead

Kelly Services
Chicago, IL 60664
**SCCM Service Desk Lead**

**Chicago, IL (Douglas Park)**

Seeking a **SCCM Desktop Team Lead** with a solid technical skills and background in customer service to join our team. This person will report to System Director and manage day to day operations of the desktop team members on all campuses. This person must be passionate about technology, and partners with IT leadership as well as the business in applying technology to solve business problems.

**Top three required skills:**

1. SCCM, create/push packages, updates and installs

2. MS products/Office Suite Win 7 to 10 upgrade

3. Leadership qualities, lead service desk team of ten


Roles and Responsibilities:

+ Submit, assign, and monitor tickets in queue. Prioritize the workload based on sensitivity and impact, follow up on open tickets to make sure issues are resolved within the SLA.

+ Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals.

+ Serves as company liaison with customer on administrative and technical matters

+ Monitor and manage inventory deployed in the field as well as stock on hand for all end-user computing equipment

+ Provide technical support and incident management service desk functions

+ Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals

+ Develops processes, check lists, and knowledge based articles for tasks that are repeatable to ensure quality and speed in problem resolution

+ Publishes metrics, KPIs and reports for management

+ Collaborate with infrastructure and network administrators to ensure efficient operation of the desktop computing environment.

+ Perform tickets analysis to identify common issues and trends. Recommend corrective actions to eradicate underlying root causes. Engage with Desktop and Windows engineering, IT service management, and other teams to design and implement remedial plans.

+ Act as a point of escalation for end users and team members relating to desktop computing environment.

+ Manage problems through resolution with clear communication and status updates for affected users and management

+ Evaluate desktop and laptop products by different vendors to find cost effective standardized hardware to meet the requirements

+ Evaluate and improve skill set of technicians through documentation, training and mentorship.

+ Provide operational support and administration for various applications and systems as necessary.

+ Conduct independent research by reading knowledgebase articles, manuals, and procedure documents to improve operations and customer service.

+ Manage projects related tasks for the team to deliver on time and on budget

**Why Kelly** **** **?**

With Kelly, youll have direct connections to leading IT organizations in the best companies around the globeoffering you the chance to work on some of todays most intriguing, innovative and high-visibility projects. In a field where change is the only constant, our connections and opportunities will help you take your career exactly where you want to go. We work with 90 of the Fortune 100 companies companies and found opportunities for more than 8,600 IT professionals last year. Let us help advance your career today.

**About Kelly** ****

At Kelly, were always thinking about whats next and advising job seekers on new ways of working to reach their full potential. In fact, were a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.
Posted: 2019-10-28 Expires: 2019-11-28

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SCCM Service Desk Lead

Kelly Services
Chicago, IL 60664

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