End User Support Leader

Piper Companies is seeking an End User Support Leader on a hybrid schedule in Peapack, NJ . This is a direct hire for a well-established environmental engineering company. The end user support leader will be responsible for working with their internal information services team and Managed service provider. This role will have management and oversight for the ITSM ticketing system and ensure an efficient and affective process of supporting end user issues.

Responsibilities of the End User Support Leader include:

• Ensure consistent quality of end user support services for employees through effective use of ticket metrics.

• Continually improve incident, service, and problem management processes, leveraging our MSP to monitor our critical business applications.

• Track, manage & monitor ticket queues to ensure timely resolution of incident and service request tickets; work with IT team members and MSP to ensure accountability for assigned tickets.

• May need to assist IT team with onsite maintenance activities for hardware and network-related devices.

• Develop and maintain positive relationships with our MSP, senior leadership, and key partners, communicating regularly with business users and technical staff to ensure SLAs and expectations are being met.

• Triage/address urgent ticket requests or requests that may require onsite/in-person assistance.

• For assigned tickets, communicate with stakeholders during the ticket lifecycle and escalate as necessary

• Working in conjunction with the team, maintain inventory and record keeping of all desktop hardware and software applications

• Manage relationships with hardware and software vendors to facilitate warranty claims, repairs,etc.

Qualifications for the End User Support Leader include:

• 5+ years related experience supporting Tier 1 and Tier 2 help desk/end-user support services

• Experience working with ITSM/service desk management software

• Desktop/laptop support experience with Windows 10/11 and Mac 10.13+

• Advanced knowledge of O365, including MS Teams, SharePoint, Exchange Online, Azure active directory, and Microsoft Endpoint Manager

• Experienced with both on-premise and Azure Active Directory; able to create accounts, join computers to the domain, create print queues, create Exchange mailboxes, distribution lists, security groups, and external contacts

• Intermediate knowledge of networking concepts to troubleshoot connectivity issues and assist with network-related problems

• Hands-on troubleshooting experience within a LAN/WAN environment

• Experience supporting and troubleshooting A/V and conference room equipment

• Experience assisting users both in-person and remotely

• ITIL v4 practical experience and certification a plus

• Experience in automation and scripting of repeatable processes a plus

Compensation for the End User Support Leader include:

Salary Range: $120-140,000

Hybrid Schedule

Onsite Gym

Full benefits (PTO, Holiday pay, 401K, health, dental, Vision insurance)

Keywords: #LI-Hybrid #LI-JK1

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