Lead IT Desktop Support

#LifeIsSweet at SugarCRM

The people. The passion. The success. You will frequently see Sugas huddled around a desk or whiteboard collaborating, cranking out ideas, or solving the latest industry problem. Are you ready to play a key role in influencing how companies create extraordinary relationships with their customers? We’d love to hear your ideas! We’re going places… join us for the ride, experience sweet success and show us your passion.

Job Description

We are seeking a highly motivated, organized, self-starter with a great attitude to help us take our Desktop Support group to the next level. The ideal candidate has a good blend of people skills and technical skills, effectively manages time and priorities, and pays close attention to details. This person will be an important part of a fun and skilled team that is committed to the rapid improvement the IT environment.

The position requires overseeing the daily activities of the Desktop Support team globally. This includes directly handling user support, managing the ticket queue and assets, and serving as a point of escalation for helpdesk matters. As the primary point of interaction with most employees, it means setting the standard for outstanding customer service on behalf of the rest of the IT department.

Responsibilities

• Lead the Desktop Support staff’s daily and ongoing activities. Manage the ticket queue, and ensure quality and efficiency in our deliverables.
• Provide both proactive and reactive end-user support. Earn people’s trust as the “go-to” person on the team.
• Create a fun, interesting, and upbeat environment for both the team and the end users.
• Quickly troubleshoot computer, AD, cloud, mobile device, peripheral, VOIP, wireless, and network problems. Handle audio-visual setups for company meetings.
• Continually seek improvements in efficiency by streamlining processes, automating redundant tasks, and providing effective user self-help mechanisms.
• Raise ideas toward improving existing processes and policies to provide better service, security, cost-effectiveness, and ease of use. Help to incorporate those processes and policies globally.
• Maintain a stock of equipment and accessories. Ensure the physical environment is clean and well organized.
• Track assets, software licenses, account provisioning, and other assigned equipment. Perform regular audits.
• Occasionally adjust working hours to provide adequate time to sync with EMEA staff. Participate in on-call rotation.
• Ensure policy compliance, regularly maintained backups, data security, standards, and best practices within desktop computer environment.
• Educate users about basic computer use, information security, best practices, commonly used applications, and how to use the resources provided to them. 

Desired Attributes

• Outwardly committed to providing exceptional customer service.
• Thrives under minimal or no supervision. Can work independently as well as part of a team in a very fast-paced environment.
• Communicates clearly and effectively, in both written and spoken form.
• Handles difficult customers with calm, professional diplomacy. Creatively seeks win-win solutions. Ensures policy compliance while understanding the “big picture” of keeping users productive.
• Understands the importance of making users feel heard & understood, and why setting expectations are more important than a quick turnaround.
• Effectively manages time and often-conflicting priorities. Demonstrated ability to deliver long-term projects on time and as specified.
• Truly enjoys working with people. Maintains a good attitude while providing front-end support.

Qualifications

• 5+ years Desktop Support experience, at least 2 of which supporting an enterprise environment
• 3+ years supporting Macs and Windows systems in a corporate environment
• Demonstrated experience with VOIP system support, network troubleshooting, AD, peripherals, vendor interaction, help desk systems, laptop imaging, asset tracking, MS Office, and Google Apps.
• Experience analyzing, managing, expediting and resolving issues with timely customer follow up 

Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some great benefits and perks:

• Competitive salaries
• Excellent medical, dental and vision coverage for you and your family, along with other benefit plans including 401(k) match
• Unlimited Paid Time Off
• Weekly catered lunch & learns, fully stocked kitchens, and nearby access to Cupertino’s newest restaurants and stores at Main Street Cupertino
• Health/Wellness:  Quarterly chair massages, Wellness Reimbursement, and Workforce Fitness Program
• Onsite Programs such as Dry Cleaning, Car Washes, Massage, Yoga, and more
• Career & Personal Development Program – multi-platform
• New Hire Onboarding for all new employees worldwide – at Corporate Headquarters in Cupertino, California
• Regular social events
• Ownership is the greatest self-identity at SugarCRM - you are making an impact now
• We are a merit-based company - many opportunities to learn, excel and grow your career