Supervisor Helpdesk Support

Job description

Description

Supervisor Desktop Support Technician

The Role

Tesla is seeking a Supervisor Desktop Support Technician to lead our growing team in China, reporting to our Manager of APAC IT Operations. The ideal candidate will have a strong, working background in managing a medium to large desktop infrastructure and/or centralized desktop support. The ideal candidate will have a solid understanding and experience in desktop technologies, emerging trends, and desktop support or helpdesk management.Success in the position will require exceptional communication skills, multi-taking and troubleshooting abilities. Additionally, the Desktop Support Supervisor will work closely with the technology staff in all offices to implement initiatives across the enterprise. Periodic travel and after-hours work will be required.

Primary Responsibilities

·  Recruit, manage and mentor a growing team of Desktop support specialists.
·  Serve as the lead for all aspects of Desktop support.
·  Provide in-person and remote support to assist staff with hardware, software and networking issues
·  Managing incidents by working with the rest of the IT operational organization, handling escalations, and generating reports for management review.
·  Use IT ticketing system and document resolution details
·  Oversee the processes for deployment, maintenance, and support, for all implemented hardware, software, and operating systems.
·  Work with the IT infrastructure team to coordinate software updates and roll-outs to the desktops.
·  Improve user awareness of IT services, by coordinating all training, documentation, and communication initiatives.
·  Drive the effort to continuously provide world class IT support to Tesla’s user community.
·  In conjunction with HR, manage the new hire on-boarding process.
·  Work with the IT Infrastructure team to build the strategic direction for future hardware and software decisions.
·  Work with the purchasing team and vendors to fulfill technology needs.
·  Developing processes and policies for incident management and implementing them.
·  Identify trends in specific support areas and work with the stake-holders to address them.
·  IT Asset management process management
·  Provide Event support and set-up in coordination with entire AV Team

Qualifications

·  Expert level knowledge of:
·  Enterprise imaging and desktop deployment technologies (preferably SCCM and JAMF).
·  Standard PCs, Powerful Workstations & Laptop hardware and software troubleshooting.
·  Windows 7/10 and OS X in a managed desktop environment.
·  Industry standard Mobile devices.
·  Solid knowledge of networks including troubleshooting all aspects of wired and wireless configurations.
·  Good understanding of ITIL v3 standards.
·  Familiarity with the IT vendor ecosystem is preferred.
·  Project management skill is preferred.
·  General understanding server computing, networking, phone setup / support, storage, virtualization, and business applications.
·  Medium to Large Enterprise IT environment support experience is preferred.
·  5-10 years of experience with Enterprise Desktop support.
·  3-5 years of experience of managing a support organization.
·  BS Degree in CS/equivalent or combination of education and relevant experience.

Key Competencies

·  Strong personal integrity and has the highest ethical standards.
·  Experience in US multi-national corporate setting a plus.
·  Excellent oral and written communication skills.
·  Customer service orientation.
·  Problem-solving.
·  Strong attention to detail.
·  Stress tolerance.
·  Able to thrive in a Dynamic and Innovative environment

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