Helpdesk Team Lead
The William and Flora Hewlett Foundation (www.hewlett.org) is the seventh largest private foundation in the United States. With assets of more than $7 billion, the Foundation awards approximately $300 million in grants each year to address the most serious social and environmental problems facing the world. The Foundation is a progressive and highly sought after employer, with competitive compensation, outstanding employee benefits, a beautiful campus, and a convenient location near Highway 280.
The Information Technology department supports the administrative and programmatic activities of the Foundation at its headquarters in Menlo Park, its regional office in Mexico City, and at numerous homes and telecommute sites. We provide a very high level of support to the Foundation’s small, but extremely mobile, workforce. The department maintains a state-of-the-art IT infrastructure, supports numerous enterprise applications, and has a growing in-house software development capability. Our departmental culture is characterized by teamwork and a deep commitment to customer service.
We are in search of an intelligent, hard working, motivated, talented, focused, and energetic individual to join our department as the Helpdesk Team Lead. This position reports to the Foundation’s Chief Information Officer.
Responsibilities:
The Helpdesk Team Lead’s key responsibility is to provide end-user support to Foundation staff for all desktop computers, laptops, peripherals, printers, Blackberry devices, email, and remote connection issues. As the primary position responsible for providing Foundation staff with technical support, the Helpdesk Team Lead plays a pivotal role in establishing a strong customer support relationship between IT and Foundation staff. In addition to the end-user support, the incumbent will implement and manage a helpdesk ticketing system, knowledge base, asset management system, and constantly improve processes and procedures in the IT service workflow to deliver the best customer service possible.
Required Skills and Experience:
The Help Desk Team Lead must have the demonstrated ability to lead a team of Help Desk and Desktop Support personnel providing Tier 1 support to end-users for software applications, desktop systems, notebook systems and printers. The candidate must have the ability to successfully manage help desk operations, report on service level metrics and consistently achieve the target service levels. The candidate must have the ability to analyze customer organizational needs and direct the resolution of a wide range of computer problems with comprehensive knowledge of operating systems, servers, and software applications, as well as hardware, printers, network components, and other peripheral components. The candidate must have the ability to track and trend problems and identify process improvement opportunities.
• Bachelor’s degree in Computer Science or minimum 4 to 6 years of directly related experience within a server environment.
• Experience as a team lead or staff supervisor and giving work direction.
• Knowledge of principles and best practices in helpdesk operation.
• MCP, MCSA, or MCSE desired.
• Expert knowledge of Windows client OS (2000, XP), Microsoft Office, and other desktop software and tools.
• Practical knowledge of Active Directory, Windows Server 2003 and Exchange 2003, Terminal Services, and remote client connectivity.
• Works well with IT team and customers.
• Excellent written and verbal communication skills.
Send a résumé and cover letter explaining how your skills fit the position to Human Resources at The William and Flora Hewlett Foundation.
1.) Email: employment@hewlett.org (include subject line: “[your name] – Position Title”)
2.) Fax: 650.234.1985
3.) Mail: Human Resources
The William and Flora Hewlett Foundation
2121 Sand Hill Road
Menlo Park, CA 94025
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