Desktop Support Team Lead
: Job Details :

MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth's network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlusHealth has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life. Position Overview Reporting to the Manager of Help Desk, the Desktop Support Team Lead is responsible for the supervision, technical development, and guidance for the Desktop Support Team. The Desktop Support Team Lead is also responsible for the day-to-day operations of the desktop support team, ensuring an effective and efficient level of IT Support is provided within the desktop support environment for resolving IT related issues or problems. The Desktop Support Team Lead will oversee all hardware repair, replacements, and asset management. The Desktop Support Team Lead will confirm all SOPs for the desktop team are followed and our customers are receiving resolutions to their issues in a timely fashion. Job Description

• Supervise a team of ten technicians.
• Manage ServiceNow ticket System, ensuring tickets are resolved and updated daily.
• Manage and control IT inventory, assets, and deployed software.
• Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems, determining the source of problems, and detailing their level, priority, and nature.
• Manage large scale hardware and software deployment projects and technical teams.

Minimum Qualifications

• BA or BS in Computer Science, Information Systems or related discipline required; and
• 6-7 years of relevant IT industry experience including supervisory experience.
• ITIL Certification, MCSE, MCP, Network+ a Plus
• Strong knowledge of desktop imaging processes, tools and technologies related to software packaging and distribution (i.e., Altiris, SCCM, LANDesk - MSI, WIN Install, App V, WorkSpaceOne)
• Knowledge of Bitlocker Encryption and McAfee antivirus.
• Strong troubleshooting skills
• Strong knowledge of iPad setup, Dell computers, Mac computers and iPhones.
• Strong Knowledge of VM ware.

Professional Competencies

• Integrity and Trust
• Customer Focus
• Functional/Technical skills
• Written/Oral Communication

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