Lead Desktop Administrator

Position Responsibilities

• Take inbound Desktop support calls resolving customer issues timely and effectively as needed


• Handle high level escalations and direct assignments from Desktop Administrator Manager and other IT management


• Display excellent customer service with customers throughout the support process


• Respond promptly to user, team and management communications via ticketing system, email, Microsoft Teams


• Creates new image builds for large updates / Microsoft OS releases to ensure efficient reimage process


• Audit and manage user Office 365 and Active Directory accounts (Create, remove, change)


• Maintain current knowledge of computer imaging, computer setup, credit card reader software and hardware setup including current best practices and configurations for available models


• Works closely with management as a lead for handling setup for new property openings and other assigned tasks


• Jira Ticket system management including user management / audit


• Provides inventory management for corporate assets


• Works with third party vendors for warranty repair of departmental IT equipment


• Serves as an escalation point for Desktop Administrator


• Assist Desktop Administrator with more challenging support issues and serve as a point of reference to confirm hardware upgrade / replacement recommendations


• Assist Desktop Administrator Team and management with creation of beneficial training materials pertaining to computer troubleshooting and usage


• Assists with shipping in house equipment for new property openings


• Report major issues to the Desktop Administrator Manager for discussion and review


• Assists Desktop Administrator Manager with hardware refresh review and vendor choices for hardware upgrades


• Assists Desktop Administrator Manager with Call Reviews for Desktop Administrators


• Assists Desktop Administrator Manager with PCI security audits for corporate assets


• Assists Desktop Administrator Manager with software rollout planning as well as team needs and training


• Other duties as assigned

Position Requirements

• Associate Degree in an Information Technology related field or equivalent work experience


• 3-5 years experience in Red Roof Desktop Administrator role or 5+ years of equivalent experience


• Excellent customer service and interpersonal communication skills


• Ability to work with diverse support population with varying Information Technology skill levels


• Ability to think critically, problem-solve, communicate, and manage task execution


• Strong incident remediation skills


• Demonstrated ability to lead and manage through challenging projects and multiple priorities


• Must work well in a dynamic environment with adapting to changing business needs


• Support self growth and development with a strong drive to learn and teach others


• Multi-tasking and time-management skills, with the ability to prioritize tasks


• Strong hardware and software skills with emphasis on common PC, printer, and Network issues


• Experience with technology Manufacturers: Microsoft (Surface), Lenovo, Apple, Brother is preferred


• Ability to work efficiently either independently or working closely with a team or group


• Ability to create training documentation and train in a formal in person or remote setting


• High level of professionalism, ethics, and integrity, with the ability to build relationships while ensuring compliance with all company policies


• Able to handle sensitive/confidential situations and documentation