POSITION DESCRIPTION

Manage a hardworking team committed to delivering excellent deskside support. An exceptional chance to define a major impact, ensuring flawless IT operations at critical U.S. locations. Collaborate with a dynamic team to achieve outstanding performance.

QUALIFICATIONS

• 7-10+ years of experience supporting IT Services infrastructure within a large environment.
• Proven experience leading projects and delegating daily work tasks under the direction of leadership.
• Demonstrated expertise in deploying, supporting, and resolving issues with hardware such as workstations, servers, phones, mobile devices, printers, scanners, and multifunction devices.
• Strong written and oral communication skills, with the ability to collaborate effectively with internal customers and all levels of management.
• Strong customer focus and proven ability to build strong working relationships.
• Outstanding time management skills, prioritization abilities, and a “take ownership” mentality.
• Completion of Thermo Fisher Management Courses or equivalent experience.
• Knowledge of current Cisco video conference equipment.
• Bachelor’s Degree or equivalent experience preferred, but a combination of experience and education will be considered.
• ITIL certification preferred.

• Management
  Lead and supervise FTEs and contingent workers, both remotely and on-site.
• Conduct regular one-on-one meetings to provide career development feedback and track progress on individual goals and projects.
  Complete performance reviews and assist in crafting and updating personal development plans.
• Ensure compliance with global, regional, and local policies, maintaining quality and meeting objectives.
  Coordinate IT asset management, ensuring accurate records of all updates and movements.
• Manage ticket queues, including creation, categorization, and prioritization.
  Offer deskside support and daily IT leadership mentorship for regional key sites.
• Collaborate with IT Support Leadership and Regional IT Managers to drive process improvements.
  Ensure training requirements are met and up to date for yourself and your team.
• Monitor and analyze metrics to ensure timely assistance to customers, using data from ticketing systems and other sources.
  Maintain and develop relationships with external vendors for technical support.
• Communicate effectively with senior management and build positive relationships within the organization.
  Share standard processes and tips for preventive maintenance with end users, including executives.

1. Travel up to 25% as needed to support regional sites.

• Technical

Setup, support, and train end-users on mobile devices and wireless technology.
1. Setup audio/visual and computer equipment for on-site and off-site events.
Provide resolutions for user and business application issues.
1. Manage end-user accounts, permissions, and access rights, ensuring compliance with privacy, security, and regulatory standards.
Collaborate with third-party suppliers and internal IT teams for server and phone support.
1. Collaborate with business partners and IT support teams to schedule and perform software and hardware upgrades.
Interact with users to identify and address their IT needs and problems.
1. Deploy, support, and troubleshoot issues with a variety of IT equipment, including workstations and multifunction devices.
Analyze device performance and report issues to the appropriate support groups.