Pyramid Systems, Inc.

  • Desktop Lead (HDI)

    Job Locations US-DC
    Posted Date 4 days ago(11/13/2018 8:51 AM)
    Job ID
    # of Openings
    Hidden (8723)
  • Overview

    The Desktop Management – Lead, is responsible for leading desktop related projects and implementations along with providing consultative support across the enterprise environment. This highly technical individual is responsible for the architecture, design, integration, operation, implementation and optimization of our client computing environment.



    Key Areas of Responsibility

    • Prioritize, schedule, and assign service requests to Level 1 technicians.
    • Provide first level escalation to the Level 1 team for incidents or service requests that require advanced troubleshooting or understanding of the technical environment.
    • Analyze and identify opportunities to eliminate or streamline common incidents and service requests through process improvement, task automation, and employee self-service.
    • Creates a positive customer support experience and builds strong relationships through communication, problem understanding, and timely resolutions.
    • Mentor and coach the productivity and performance of the Level 1 team to agreed Service Levels.
    • Organize / lead one-time or recurring projects within the scope of responsibilities of the Level 1 team (e.g. office upgrades, employee moves)
    • Escalate/assign incidents and service requests to the development and support teams as required. Monitor and influence the Level 2 / Level 3 team performance of escalated incidents and service requests to achieve end to end Service Levels.
    • Document and maintain the Level 1 team’s standard operating procedures to ensure consistent, efficient, and accurate closing of common incidents and service requests.
    • Effective stakeholder communication on general performance of the Level 1 team as well as escalated incidents and service requests.
    • Document and maintain the Level 1 team’s training curriculum to ensure efficient onboarding of new resources as well as foster a “learning” culture for the existing team.
    • Establish and Maintain Enterprise Desktop/Laptop Standards and Roadmaps f or both Windows and Mac Operating Systems
    • Act as a technical resource and/or project manager for desktop and mobile device systems and initiatives.
    • Maintain procedures for automating system builds and updates (e.g. patching and software deployment), leveraging LANDESK/Ivanti, Active Directory Group Policy Objects, and/or other management platforms such as JAMF or Microsoft Intune.
    • In conjunction with infrastructure, security and business teams, ensure all desktop systems are in an optimal configuration from an operational, performance and security perspective.


    Minimum of 5 years of experience in Desktop Engineering

    • Experience with OS upgrades on a corporate scale
    • Expert Level Experience deploying and maintaining LANDESK/Ivanti
    • Expert Level Experience with scripting (PowerShell, VBS, Bash, Etc.)
    • Expert Level Experience supporting Desktops and Mobile Devices
    • Deploying and supporting Windows 7/10 environment and with Microsoft Deployment Toolkit (MDT)
    • Highly developed planning, problem solving, and analytical skills, self-motivated with a sharp attention to detail.
    • Strong demonstrated experience in end-user device technologies, security tools, desktop deployment and annual refresh strategies and utilities related to desktop environment
    • Knowledge of networking hardware, software, and imaging processes demonstrated by the ability to troubleshoot issues in a LAN environment and customize advanced settings inside a Windows operating system.
    • History of balancing multiple priorities simultaneously with the ability to adapt to the changing needs of the business
    • Excellent interpersonal skills including team building, oral, and written communication.
    • Demonstrated analytical and problem-solving skills.

    Experience in relevant technologies;

    • Common desktop operating systems (Microsoft Windows, Macintosh OS)
    • Active Directory (including managing and deploying Group Policies)
    • Cloud based call center / VOIP telephony systems (8x8 preferred)
    • Office 365 (User, Groups, Mailbox and policy management), IT Service Board (Remedy)
    • Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills.
    • Demonstrated ability to build and maintain collaborative working relationships.



    • Bachelor’s degree in an IT related field or equivalent combination of education and experience.


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