Tricon Residential is an owner and operator of a growing portfolio of more than 38,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage. At Tricon, we imagine a world where housing unlocks life’s potential. For more information, visit Tricon Residential.
Job Description
The Lead Desktop Support Specialist is responsible for managing day-to-day service desk operations, offering guidance and support to team members, and acting as a point of escalation for complex technical issues. The role combines hands-on technical support with leadership and administrative duties, focusing on providing high-quality service and ensuring that team goals are met.
Essential Duties and Responsibilities include the following but are not limited to the job specifications contained herein. Additional duties or job functions that can be performed safely may be required as deemed necessary by supervisory personnel.
End-User Support and Escalation:
- Provide advanced-level technical support for hardware, software, and network issues.
- Act as the escalation point for the service desk and desktop support teams, resolving complex or unresolved issues.
- Ensure service desk tickets are managed efficiently, in alignment with defined service level agreements (SLAs).
Service Desk Operations:
- Oversee the day-to-day operations of the service desk, ensuring prompt and effective support for end-users.
- Monitor ticket queues, prioritize tasks, and assign work to service desk staff.
- Collaborate with the IT Director to ensure smooth workflow and adherence to processes.
Team Leadership:
- Provide guidance, training, and mentorship to junior service desk and desktop support staff.
- Conduct regular team meetings to discuss performance, address issues, and ensure consistent communication.
- Assist in onboarding and training new service desk team members.
Incident Management and Reporting:
- Track and analyze service desk metrics to identify recurring incidents and drive continuous improvement efforts.
- Assist the IT Director in preparing weekly and monthly performance reports.
- Participate in root cause analysis for critical or recurring issues, ensuring permanent fixes are implemented.
Remote and Onsite Troubleshooting:
- Conduct both remote and onsite troubleshooting to diagnose and resolve technical issues related to desktops, laptops, software, and peripherals.
- Ensure that service desk staff are proficient in using remote troubleshooting tools and techniques.
Collaboration and Coordination:
- Work closely with the IT infrastructure, server, and network teams to address cross-functional issues and ensure consistent service delivery.
- Coordinate with external vendors and suppliers for hardware or software issues that require third-party intervention.
Process Improvement and Documentation
- Contribute to the development and continuous improvement of service desk processes, workflows, and documentation.
- Maintain and update the service desk knowledge base, ensuring that documentation is accurate and accessible to all team members.
- Identify opportunities for process automation and other efficiency enhancements.
Customer Service Excellence:
- Ensure high levels of customer satisfaction by providing timely, friendly, and effective support to end-users.
- Communicate technical information clearly and effectively to both technical and non-technical stakeholders.
Project Participation:
- Participate in IT projects and initiatives, offering technical expertise and support where needed.
- Assist in the deployment and maintenance of desktop hardware, operating systems, and software applications as part of larger infrastructure projects.
Qualifications:
- Strong knowledge of troubleshooting hardware, software, and network issues, both remotely and onsite.
- Experience managing a ticketing system and ensuring adherence to SLAs.
- Excellent problem-solving and decision-making skills.
- Strong leadership qualities with a focus on coaching and mentoring technical teams.
- Knowledge of ITIL or ITSM best practices is a plus.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Excellent communication and interpersonal skills, with the ability to explain technical issues to non-technical users.
- Experience collaborating with cross-functional teams and external vendors.
Minimum Requirements:
- BS/BA in Information Technology, Computer Science, or a related field is preferred.
- 4+ years of experience in IT support, with at least 1-2 years in a senior technical or leadership role.
Preferred Attributes:
- Ability to lead a technical support team, including mentoring and performance management.
- Ability to identify issues before they escalate and develop strategies for resolution.
- Strong focus on delivering high-quality customer service and improving user satisfaction.
- Skilled at identifying process inefficiencies and implementing solutions to improve workflows and reduce downtime.
- In-depth knowledge of IT support processes, including troubleshooting, remote support, and hardware/software maintenance.
- Able to thrive in a fast-paced environment with shifting priorities, managing multiple tasks and challenges effectively.
- Strong teamwork and collaboration skills, with the ability to work across different IT departments and coordinate with external vendors.
- Relevant certifications such as CompTIA A+, Network +, Security +, Microsoft Certified Desktop or similar will be a plus
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, including:
- Frequently required to sit, talk, and hear.
- Frequently required to stand and move; use hands to grasp, squeeze, finger, handle, and feel; reach, push, and pull with hands and arms; occasionally required to twist; reach overhead; stoop, kneel, squat, bend, and crouch.
- Occasionally lift, carry, and move up to 25 pounds.
- Vision abilities required by this job include close vision, distance vision, and depth perception.
At Tricon, we are committed to creating a workplace where every individual is valued for their unique contributions, experiences, voices, and backgrounds. By embracing these principles, we aim to positively impact our business and the communities we serve, creating a lasting legacy where everyone can thrive.
What We Do
At Tricon Residential, we imagine a world where housing unlocks life’s potential.
Tricon Residential is an owner and operator and developer of a growing portfolio of more than 36,000 single-family rental homes in the U.S. Sun Belt and multi-family apartments in Canada. Our commitment to enriching the lives of our employees, residents and local communities underpins Tricon’s culture and business philosophy. We provide high-quality rental housing options for families across the United States and Canada through our technology-enabled operating platform and dedicated on-the-ground operating teams. Our development programs are also delivering thousands of new rental homes and apartments as part of our commitment to help solve the housing supply shortage.
