Team Lead Desktop Support

American Medical Systems (NASDAQ: AMMD) is a global leader in providing world-class medical devices and therapies that help restore Pelvic Health.  Headquarter in Minnetonka, MN; AMS has over 1,200 Employees worldwide, selling medical technologies in more than 100 countries.

 

At AMS, our vision is to: Improve lives through innovative medical solutions. It is only through the Power of Our People that we are able to achieve this vision and provide quality-of-life solutions to so many people worldwide.  Ask AMS employees how to best describe the company and you'll hear "fast," "innovative" and "inspiring."
Due to the company's size and organizational style, we’ll enable you to have visibility and easy access to all levels of management and your efforts will be recognized  As a globally diverse company, we value the spectrum of skills, experiences and perspectives that characterize our employees and our physician partners. We enjoy a workplace in which employees respect one another and act together.

The Desktop Support Team Lead works with Desktop Support Technicians (locally and in different geographies) to provide support to end users on a variety of issues. Responsibilities of this position include: researching and resolving technical problems; responding to requests for technical support; documenting, tracking, and monitoring issues and ensuring timely resolution. The person filling this position must understand local operations while staying consistent with AMS Global IT strategy.

 

The individual must demonstrate excellent initiative and organizational skills in order to manage the multiple priorities and responsibilities of this position. This individual must have integrity and discretion for handling sensitive and confidential information as well as the judgment, tact, and interpersonal skills necessary to lead the Desktop Support Technicians with their specialized projects and daily assignments.

· Installs, configures and maintains ongoing usability of computing and communications equipment including desktops, laptops, wireless devices, telephony, conferencing, peripherals and software within established standards and guidelines

· Leads support team in the analysis and diagnosis of issues using problem-solving techniques and group decision-making methods

· Oversees the work of Desktop Technicians at local and remote sites

· Personally handles client issues and communication where sensitive issues are involved

· Collaborates with IT Teams and external vendors to resolve critical or complex issues in a timely manner

· Monitors day-to-day activities to ensure proper escalation procedures are maintained and customer issues and requests are registered and managed in an efficient, accurate and timely manner

· Reviews logged tickets to identify additional action or escalation points; ensures appropriate documentation of issues and identifies problem trends at sites

· Communicates important information to support technicians such as special procedures and information about hardware and software

Skills/Experience:

· Excellent understanding of operating systems and applications, networks and moderate to high level software and hardware troubleshooting skills gained through experience and/or training

· 6 to 8 years work experience in a technical capacity supporting desktop systems

· Demonstrated experience implementing processes/systems in a growing IT environment

· Experience managing support staff with three or more direct reports

· Exceptional interpersonal and customer service skills

· Strong analytical and problem solving skills

· Excellent verbal and written communication skills

· Ability to learn rapidly and adapt to a changing technical environment

· Demonstrated ability to be resourceful, including knowing how to adapt to changing and ambiguous circumstances, think strategically under pressure, work effectively with Senior Management while dealing with cultural and organizational complexities

 

Education and/or Certifications

· Bachelors Degree in Computer Science or related field preferred

· Familiar with the ITIL Service Delivery standard preferred

Travel required: 25%

Why AMS?

We take a comprehensive view to compensation and benefits. In fact, we are highly competitive in creating a Total Rewards program that encompasses three key areas: Opportunity, Partnership & Well-Being.  If you prefer the described work environment, and our Total Rewards philosophy is aligned with what’s important to you, please apply today. We'd love to talk with you