Share this Job

Desktop Support Team Lead

Date: Feb 7, 2019

Location: Ipswich, MA, US, 01938

Company: EBSCO Industries Inc

EBSCO Information Services (EIS) provides a complete and optimized research solution comprised of e-journals, e-books, and research databases — all combined with the most powerful discovery service to support the information needs and maximize the research experience of our end-users. Headquartered in Ipswich, MA, EIS employs more than 3,300 people worldwide. We are the leader in our field due to our cutting-edge technology, forward-thinking philosophy, and top-notch workforce. EIS, a division of EBSCO Industries Inc., based in Birmingham, AL, is ranked in the top 200 of the nation’s largest, privately held corporations according to Forbes magazine. EBSCO is a company that will motivate you, inspire you, and allow you to grow. We are looking for the best. If you are too, we encourage you to explore our unique opportunities.

EBSCO’s Ipswich-based Help Desk Team has an exciting opportunity for a Desktop Support Team Lead to join their group. The Desktop Support Team Lead is responsible for ensuring the effectiveness of their team members. They work to make sure that the team can provide outstanding support to our customers. They direct workflow of local Help Desk staff to ensure prompt resolution of Help Desk tickets. Provides daily desk-side/hands-on end-user support, PC setup/configuration, successful resolution of Help Desk tickets for local and remote employees via remote support tools. Gathers information, opens tickets and performs advanced troubleshooting to find solutions. Serves as an escalation point for Help Desk staff, assisting with more complex, time consuming issues, or issues that require hands-on support. Helps to coordinate and fulfill annual hardware lease returns, hardware and software upgrades. Escalates tickets to other support teams as required.


Job Responsibilities

  • Assign work as necessary to support departmental goals and meet SLAs.
  • Run service review meetings and provide feedback to Desktop Support Technicians.
  • Provide technical support for complex support issues, for internal customers via email, phone, or other methods and escalate tickets to the appropriate support groups as required.
  • Possess a strong understanding of the organization's products and services, and investigates and analysis more complex inquiries.
  • Teaches and empowers customers by answering questions, interpreting operating instructions and providing references to online documentation or instructions.
  • Document all support issues in the ticketing system.
  • Process and prioritize tasks to completion in a timely manner while managing multiple interruptions.
  • Resolve problems by using documented processes, and best practice corrective processes.
  • Create, update and maintain the documentation in the Knowledge Base.
  • Ability to process and prioritize tasks to completion in a timely manner while managing multiple interruptions.

Job Requirements

  • Requires a bachelor’s degree or demonstrated equivalent experience.
  • 4+ years of experience working with laptop and desktop hardware and software, including Apple Mac and Windows based systems.  Experience should include desktop, laptop, server, and peripheral hardware.  Desktop software, various PC operating systems, 3rd party software, email, and web technologies.
  • 3+ years of experience working collaboratively in a fast-paced team environment.
  • 1+ years of experience with an enterprise desktop management platform (SCCM, Altiris, LanDesk, etc.) for management and creation of PC hardware.

Preferred Skills

  • Outstanding customer service skills and rapport.
  • Intermediate knowledge of Android, iOS and Windows Mobile Operating Systems.
  • Intermediate knowledge with Mobile Device Management Solutions.
  • Intermediate knowledge of Microsoft Print Server Management.

EBSCO Industries, an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.  EBSCO strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.  This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

EBSCO complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.


Nearest Major Market: Boston

Job Segment: Manager, Technical Support, Help Desk, Information Technology, Management, Technology