Job Description

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact - and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your Role:

The Desktop Support Services Team Lead is a key member of the IT Operations team which is required to work closely with all other Operations teams within the group - Systems Administrators, Systems Operators, DBAs, Information Security, as well as Network and Data Center Operations.

As Desktop Support Service - Team Lead, responsibilities include but are not limited to ensuring day-to-day team leadership to the Desktop Support Services group as well as direct desktop support to Global Relay end-users. Also including desktop support escalations, work request ticket administration, managing relationship with Desktop vendor(s), and a focus on leading the development, evolution and delivery of end-user desktop device management, standards, stability, usability, performance, and deployment for PCs, laptops, tablets and mobile devices, Desktop GPOs, desktop application management and deployment (SCCM), desktop imaging services (MDT), and Enterprise Mobile Device Management.

Your Job:

• Timely and high quality delivery of incident resolution and post-incident analysis focusing on root cause analysis, problem prevention, and re-sharing of knowledge
• Provide quality service delivery and effective handling of any escalated issues
• Tier 3 quality delivery of corporate desktop support services and assets including the provisioning and setup of employee hardware (desktop, laptop, mobile devices, workstations, and workspaces), Microsoft Exchange, On-boarding / Off-boarding, as needed
• Develop and implement strategies for providing proactive support resulting in fewer incidents, increased availability, and accelerated desktop provisioning
• All Desktop asset and inventory management activities
• Ensure that all Desktop Support Services adhere to the company's Business Continuity and Disaster Recovery Programs
• Ability to work with little to no supervision on individual tasks, as well as team-leadership, while also contributing at a senior level to task or project strategic direction
• Creation of needed and maintenance of relevant team knowledge base articles, runbooks, MoPs, project plans, business cases, and infrastructure or architecture documentation
• Maintains expert knowledge of PC architecture and hardware and software capability and configurations
• Contributes to IT recommendations on plans or programs for Desktop Support Services
• Stays current regarding latest technologies including automation tools in support of ensuring resources are used effectively and efficiently contributing to increase productivity
• Makes recommendations to procedural and operational changes to increase the effectiveness of Desktop Services
• Contribute to the growth of the Desktop team by providing hands on leadership and support to team members
• Management and forecasting of the Desktop team's recruitment and staffing needs
• Conduct team meetings to update members on best practices and continuing expectations
• Provide encouragement to team members, including communicating team goals, and identifying areas for new training or skill checks
• Communicate deadlines and goals to team members
• Work with the IT Operations Director to develop and maintain Key Performance Indicators and generate comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
• Perform annual individual performance appraisals (IPAs) for team members and approve team members' time off requests
• Works with each team member to prioritize and successfully deliver work assigned to the Desktop Support Services Team

About You:

• 5+ years of relevant professional work experience in supporting an enterprise desktop environment
• Minimum of +5 years of experience with supporting Microsoft Operating Systems and Microsoft Applications on Desktop Devices
• Minimum of 3-5 years of experience with supporting Linux Operating Systems and Linux applications on Desktop devices
• Minimum of 3-5 years of experience supporting and managing Mobile devices
• Microsoft MCSA, A+ Hardware, or MTA certification are considered a strong asset
• Knowledge of IP phone systems is considered an asset
• Expertise in troubleshooting & resolving complex technical desktop and mobile device issues, report writing, and documentation of processes, procedures, and runbooks
• Demonstrated ability to work both collaboratively in a team environment as well as independently in an effective and organized manner in a complex and challenging environment
• Comfortable working under pressure, in a fast-paced environment
• Strong organization skill and initiatives
• Resourcefulness in problem solving abilities
• Knowledge of Microsoft Exchange PowerShell commands needed to manage Exchange features, roles, mailboxes, performance and troubleshooting
• Expertise with mentoring others, being a high performer in an IT Operations Team, solid written and verbal communication skills, and ability to present/share knowledge and information
• ITIL Fundamentals, working with service levels, and ITSM tools
• Desktop Systems Management Services including GPO, SCCM, SCOM, Landscape, AirWatch, AD, ADFS, DHCP, LDAP, DFS, DNS, network shares, and PowerShell scripting
• Expertise in supporting day to day asset and inventory management, vendor warranty repairs

What you can expect:

At Global Relay, there's no ceiling to what you can achieve. It's the land of opportunity for the energetic, the intelligent, the driven. You'll receive the mentoring, coaching, and support you need to reach your career goals. You'll be part of a culture that breeds creativity and rewards perseverance and hard work. And you'll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are personalized to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it's flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.