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Cincinnati Bell IT Desktop Support Team Lead in Cincinnati, Ohio

Position : IT Desktop Support Team Lead

Location : Cincinnati, OH

Job Purpose :

This position provides supervision of the Technology Service Desk and expert-level technical assistance, support, and advice to customers and other end users.

Essential Functions :

  • Supervise and manage the IT Service Desk Team

  • Quality Control, including problem management, asset management, vendor management and continual service improvement

  • Customer Support and Incident Management

  • Creation and management of Group Policies via Active Directory

  • Corporate image creation/management using MDT or Intune

  • Assist with IT Infrastructure management, platform administration, process improvement and advanced technical support

  • Knowledge in multiple environments including O365, TEAMS, AZURE, Active Directory, SCCM, Intune

  • Responds to tickets and/or calls dispatched from the ITSM tool - Service Now

  • Provides Executive "VIP White Glove" Support Services

  • Maintain and resolve issues with complex infrastructures through monitoring and troubleshooting

  • Provides basic setup and simple routine configuration of equipment and peripherals

  • Assists with installation and/or support of IT products and/or software.

  • Assists with hardware and/or software relocation, changes or upgrades

  • Maintain the backlog and prioritize based on business needs

  • Participates and communicates effectively with team members

  • Develops and maintains a high level of customer satisfaction and maintains customer relations

Education :

Four years of College resulting in a Bachelor's Degree or equivalent

Certifications, Accreditations, Licenses :

  • Preferred ITIL V43 Foundation Certification

  • Preferred ITIL Service Operation Certification

  • Preferred HDI Support Center Manager Certification

  • Preferred Microsoft 365 certifications

Relevant Work Experience :

5 to 7 years in related field

Special Knowledge, Skills and Abilities :

  • Minimum of 5 years' IT Service Desk experience

  • Minimum of 3 years' IT Service Desk Management experience

  • Excellent organizational skills

  • Meets the following qualifications at the levels specified:

  • High Competency (expert level): Applications: MS Office Suite Hardware: Desktop, Laptop, Printers, RF Handhelds, Access Points, Mobile Devices, Tablets Operating Systems: Windows Medium Competency (solid foundation): Hardware: Servers (Intel) Tools: MS Access, MS Project, Backup Exec. SharePoint, VoIP Operating Systems: Active Directory, Apple/MAC iOS, Android Networks: Cisco L2 & L3, TDM Telephony, SCCM knowledge, PowerShell knowledge

  • Ability to manage a team that is spread across multiple locations and regions

Supervisory Responsibility :

This position has one or more employee direct reports

Work Environment :

  • Sitting for extended periods of time in front of a computer

  • Interacting with other departments/staff

CBTS is a wholly-owned subsidiary of Cincinnati Bell that serves enterprise and midmarket clients in all industries across the United States and Canada. From Unified Communications to Cloud Services and beyond, CBTS combines deep technical expertise with a full suite of flexible technology solutions that drive business outcomes, improve operational efficiency, mitigate risk, and reduce costs for its clients. We are focused on building and maintaining a diverse team of employees who are committed to delivering an outstanding customer experience. We call the communities we serve home and giving back to these communities is an important part of our culture. CBTS offers an amazing Employee Volunteer Program, Employee Resource Groups, and organized corporate community service events that further strengthen our community relationships.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.