Amaze Systems · 11 hours ago
Desktop Support Lead
Atlanta, GA
Contract
Onsite
Senior Level
5+ years expAmaze Systems is a company that provides IT solutions and services, and they are seeking a Senior Technical Support to lead their Onsite Tech Services team. This role is responsible for delivering high-touch IT support to executives and ensuring a service-first delivery strategy in a fast-paced financial services environment.
Digital MarketingMobile AppsWeb Development
Responsibilities
Serve as the primary technical lead for on-site end user services, ensuring consistent, high-quality support across all service areas
Deliver and coordinate 24/7 white-glove support for executives, resolving issues with discretion, speed, and precision
Provide Level 1 and 2+ deskside and remote troubleshooting support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems
Act as the escalation point for complex or sensitive support issues involving executive stakeholders
Provide hands-on technical oversight of vendor-managed site teams, ensuring adherence to service standards and rapid issue resolution
Partner with managers to align support operations with business needs and reinforce a service-first culture
Build and maintain strong relationships with business stakeholders, acting as a trusted advisor for executive technology needs
Promote a culture of service excellence, accountability, and continuous improvement across the site
Maintain and update tickets in alignment with SLA and KPI targets
Manage IT asset lifecycle including procurement, inventory, and disposal
Oversee incident response and root cause analysis for executive-impacting issues, ensuring timely resolution and communication
Coordinate change, release, and problem management processes, ensuring minimal disruption to executive operations
Ensure compliance with IT policies, documentation standards, and security protocols across all site support activities
Qualification
Required
Extensive experience in IT service delivery, site operations, or technical end user support, with a focus on executive environments
Demonstrated success in supporting executive-level users with high-touch, responsive, and 24/7 service
Strong technical oversight and vendor coordination capabilities
Exceptional communication, problem-solving, and stakeholder engagement skills
Proficient in Microsoft Windows OS (Windows 11), Virtual Desktop Infrastructure, Microsoft 365, and workstation imaging
Ability to operate independently and make decisions in dynamic, fast-paced environments
Strong knowledge of ITIL processes: Incident, Problem, Change, and Release Management
Experience with IT Asset Management (ITAM) tools and practices
Bachelor's degree or 5–8 years of relevant IT experience
Preferred
Industry certifications (e.g., Microsoft, ITIL, CompTIA)
Familiarity with performance management, capacity planning, and business relationship management
Company
Amaze Systems
Amaze Systems is a web and digital marketing agency that offers data analytics and SEO services.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase