The Department of Technology Service Desk is the single point of contact between city users and the department of Technology. The primary functions of the Service Desk are incident control, life cycle management of all service request and communicating with the customer.
The Senior Desktop Support Lead provides complex technical support and assistance clients via email, phone, or in person. Addresses and responds to customer inquiries on services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken in Service Now. Additionally, the Sr. Desktop Support Lead provides supervision to operations support staff, including guiding the activities of the people who perform work, training and evaluating performance. The Sr. Desktop Support Lead must possess a deep understanding of the organization's products and services including SharePoint; defines and documents operating processes and procedures; informs management and clients of severe problems; works with local site administrators to resolve problems and implement service requests; performs Active Directory administration support duties and other related duties as assigned. Must be professional and courteous, providing outstanding customer service daily to all customers.
Position Responsibilities
• Handle customer complaints and provide appropriate solutions and alternative within the time limits; follow up to ensure resolution, log all transactions in Service Now ticketing system.
• Provide accurate and complete information by using the right methods and tools.
• Strong phone contact handling skills and active listening
• Direct request and unresolved issues to the designated resource
• Open and resolve Service Now Tickets
• Service desktops and image equipment
• Effectively direct & mentor team junior team members, including technical and functional supervision
• Review and maintain team engagement methods, documentation standards, and process work flow
• Provide, peripheral device support and maintenance (e.g. printers, scanners, monitors, etc.), hardware inventory systems, and device drivers
• Provide insight and guidance on device model BIOS configuration and standardization
• Provide general client software support (e.g. Adobe Reader, FLASH, Java, etc.)
• Provide collaboration in enforcing software licensing entitlements (ensuring said entitlements are not exceeded) and hardware inventory tracking, and perform service Desk phone support as needed
• Perform related duties as assigned
• Strong experience with Windows OS and general Microsoft platform technologies
• Patch (OS and software) deployment remediation experience
• Experience with Desired Configuration Management (DCM) tools
• Understanding of common application technologies (e.g. Office, Internet Explorer)
• Office 365/Microsoft Exchange Experience
Job Type:
These (2) Permanent Exempt - Full Time positions are excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.
Nature of Work:
Incumbent must be willing to work a 40-hour week as determined by the department, on-call support and occasional weekend work is required.
The incumbent must be a resident of the State of California or be willing to relocate within 4 weeks of beginning employment with the City and County of San Francisco.
The City and County of San Francisco does not sponsor visas. If you have an F1 student visa, the City will not sponsor the “optional practical training” requirement. All applicants must be able to demonstrate that they are legally able to work in the United States without visa sponsorship by the employer.
Work Location:
Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103). However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.
This position does not support fully remote work. Employees may be permitted to work a hybrid schedule with supervisor approval, after which they must work at least two days in the office every two weeks, per the unit's schedule.
Location: San Francisco, CA
Posted: Aug. 28, 2024, 10:50 p.m.
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