NA Deskside Support Team Lead

Global End-User Technology and Services (GETS)

Manages day-to-day operations overseeing the N. America DSS team who provides technical support to employees for internal systems software and hardware. Installs, configures and troubleshoots desktop systems, workstations, and network issues in a diverse environment. Maintains passwords, data integrity, and file system security for the desktop environment. Communicates highly technical information to both technical and nontechnical personnel. Recommends hardware and software solutions, including new acquisitions and upgrades. May participate in the development of information technology and infrastructure projects. May conduct training programs designed to educate an organization's computer users about basic and specialized applications.

Service Desk Performance Reports:

Generate regular reports on service desk performance metrics, including response times, resolution times, and customer satisfaction.

Identify trends and areas for improvement.

Incident and Problem Management:

Ensure timely resolution of incidents and problems.

Conduct root cause analysis and maintain the Known Error Database (KEDB).

Standard Operating Procedures (SOPs):

Develop and maintain SOPs for deskside support processes.

Ensure adherence to ITIL best practices and organizational policies.

Training and Development Plans:

Provide training and development opportunities for team members.

Ensure the team is up-to-date with the latest technologies and best practices.

Asset and Inventory Reports:

Ensure accurate tracking and management of IT assets and inventory.

Coordinate with the Asset & Lifecycle Officer to manage asset lifecycle processes.

Process Improvement Initiatives:

Identify and implement process improvements to enhance service efficiency and effectiveness.

Document and communicate best practices and lessons learned.

Team Leadership:
Lead, mentor, and manage the deskside support team, including L1 and L2 support engineers.
Assign tasks, monitor performance, and provide regular feedback to team members.
Foster a positive and collaborative team environment.
Service Delivery:
Ensure timely and effective resolution of IT support requests and incidents.
Monitor service desk performance metrics and implement improvements as needed.
Coordinate with other IT teams to ensure seamless service delivery.
Process Management:
Develop and maintain standard operating procedures (SOPs) for deskside support.
Ensure adherence to ITIL best practices and organizational policies.
Identify and implement process improvements to enhance service efficiency and effectiveness.
Incident and Problem Management:
Oversee the management of incidents and problems, ensuring root cause analysis and resolution.
Maintain and update the Known Error Database (KEDB) and knowledge base.
Asset and Inventory Management:
Ensure accurate tracking and management of IT assets and inventory.
Coordinate with the Asset & Lifecycle Officer to manage asset lifecycle processes.
Training and Development:
Provide training and development opportunities for team members.
Ensure the team is up-to-date with the latest technologies and best practices.
Reporting and Documentation:
Generate regular reports on service desk performance, incidents, and asset management.
Maintain accurate and up-to-date documentation of processes, procedures, and configurations.
Proven experience in IT support, with at least 2-3 years in a leadership or supervisory role.
Familiarity with ITIL framework and best practices.
Technical Skills:
Strong technical knowledge of IT hardware, software, and networks.
Proficiency in service desk and asset management tools.
Experience with remote support tools and technologies.
Leadership Skills:
Strong leadership and team management skills.
Ability to motivate and mentor team members.
Analytical Skills:
Strong analytical and problem-solving skills.
Ability to analyze performance metrics and identify areas for improvement.
Communication Skills:
Excellent verbal and written communication skills.
Ability to communicate effectively with end-users and IT teams.
Organizational Skills:
Strong organizational and time management skills.

Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.

We believe it is important for every person to feel valued, included, and empowered to achieve their full potential. By bringing unique individuals and viewpoints together, we achieve extraordinary results.

Lam Research ("Lam" or the "Company") is an equal opportunity employer. Lam is committed to and reaffirms support of equal opportunity in employment and non-discrimination in employment policies, practices and procedures on the basis of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth and related medical conditions), gender, gender identity, gender expression, age, sexual orientation, or military and veteran status or any other category protected by applicable federal, state, or local laws. It is the Company's intention to comply with all applicable laws and regulations. Company policy prohibits unlawful discrimination against applicants or employees.

Lam offers a variety of work location models based on the needs of each role. Our hybrid roles combine the benefits of on-site collaboration with colleagues and the flexibility to work remotely and fall into two categories - On-site Flex and Virtual Flex. 'On-site Flex' you'll work 3+ days per week on-site at a Lam or customer/supplier location, with the opportunity to work remotely for the balance of the week. 'Virtual Flex' you'll work 1-2 days per week on-site at a Lam or customer/supplier location, and remotely the rest of the time.

IND123 #LI-FC1 #Hybrid