Long View Systems
Overview
Long View. A career that helps you get more out of life. We are looking for an upbeat and proactive
Deskside Consultant
for a client site in
Dallas, TX . This role is
onsite
at our client location in
Richardson, TX . A Day in the Life: Serve as the primary operational lead for deskside support, overseeing the daily activities and performance of deskside consultants. Support incident management and change control processes to minimize disruptions within client environments. Address and resolve escalations from deskside consultants, providing timely guidance and support. Monitor deskside consultant performance to ensure service level agreements (SLAs) are met and client needs are effectively addressed. Foster a collaborative and high-performing team environment focused on continuous improvement and customer satisfaction. Assist in resolving complex client inquiries and technical issues, ensuring a high standard of service delivery. Analyze and report on key performance indicators (KPIs) related to support activities, including ticket volumes, resolution times, and customer satisfaction. Identify trends and recommend process improvements. Continuously evaluate and enhance support processes and procedures to improve operational efficiency and service quality. Responsibilities
Lead deskside support operations and oversee daily activities of deskside consultants. Participate in incident management and change control to minimize client disruptions. Resolve escalations with timely guidance and support. Ensure SLAs are met and client needs are addressed. Promote a collaborative, high-performing team focused on continuous improvement and customer satisfaction. Handle complex client inquiries and technical issues to maintain high service delivery standards. Track and report KPIs such as ticket volumes, resolution times, and customer satisfaction; identify trends and suggest improvements. Review and improve support processes for greater efficiency and quality. What You Bring
5+ years of IT experience with a focus on deskside support, including experience in a lead or supervisory role. Proficiency in supporting Microsoft environments, including Office 365, Windows/Linux/Mac OS, and related hardware and software. Proven ability to lead and manage a team, with experience in handling escalations and ensuring adherence to SLAs. Understanding of ITIL Incident Management and its application in a deskside support environment. Experience with ServiceNOW or similar IT service management tools. Strong communication and organizational skills. Strong diagnostic and troubleshooting skills, with the ability to handle complex technical and data issues independently. Why Work at Long View
Great People and Culture Career Growth – Permanent staff positions, paid training, career life planning, develop strong consulting skills Interesting Work – Be part of exciting projects while accessing all the latest technologies Fun is one of our core values Benefits
Long View Systems (LVS) is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 or more hours per week. You share the costs of some benefits (medical/prescription, dental, vision) and LVS provides other benefits at no cost to you (group life insurance, accidental death & dismemberment insurance, short-term disability, and long-term disability). In addition, there are voluntary benefits with reasonable group rates that you can purchase through LVS payroll deductions (supplemental life insurance, Flexible Spending Accounts, accident insurance, and critical illness insurance). Equal Opportunity
Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.
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Long View. A career that helps you get more out of life. We are looking for an upbeat and proactive
Deskside Consultant
for a client site in
Dallas, TX . This role is
onsite
at our client location in
Richardson, TX . A Day in the Life: Serve as the primary operational lead for deskside support, overseeing the daily activities and performance of deskside consultants. Support incident management and change control processes to minimize disruptions within client environments. Address and resolve escalations from deskside consultants, providing timely guidance and support. Monitor deskside consultant performance to ensure service level agreements (SLAs) are met and client needs are effectively addressed. Foster a collaborative and high-performing team environment focused on continuous improvement and customer satisfaction. Assist in resolving complex client inquiries and technical issues, ensuring a high standard of service delivery. Analyze and report on key performance indicators (KPIs) related to support activities, including ticket volumes, resolution times, and customer satisfaction. Identify trends and recommend process improvements. Continuously evaluate and enhance support processes and procedures to improve operational efficiency and service quality. Responsibilities
Lead deskside support operations and oversee daily activities of deskside consultants. Participate in incident management and change control to minimize client disruptions. Resolve escalations with timely guidance and support. Ensure SLAs are met and client needs are addressed. Promote a collaborative, high-performing team focused on continuous improvement and customer satisfaction. Handle complex client inquiries and technical issues to maintain high service delivery standards. Track and report KPIs such as ticket volumes, resolution times, and customer satisfaction; identify trends and suggest improvements. Review and improve support processes for greater efficiency and quality. What You Bring
5+ years of IT experience with a focus on deskside support, including experience in a lead or supervisory role. Proficiency in supporting Microsoft environments, including Office 365, Windows/Linux/Mac OS, and related hardware and software. Proven ability to lead and manage a team, with experience in handling escalations and ensuring adherence to SLAs. Understanding of ITIL Incident Management and its application in a deskside support environment. Experience with ServiceNOW or similar IT service management tools. Strong communication and organizational skills. Strong diagnostic and troubleshooting skills, with the ability to handle complex technical and data issues independently. Why Work at Long View
Great People and Culture Career Growth – Permanent staff positions, paid training, career life planning, develop strong consulting skills Interesting Work – Be part of exciting projects while accessing all the latest technologies Fun is one of our core values Benefits
Long View Systems (LVS) is proud to offer a comprehensive benefits package to eligible, full-time employees who work 30 or more hours per week. You share the costs of some benefits (medical/prescription, dental, vision) and LVS provides other benefits at no cost to you (group life insurance, accidental death & dismemberment insurance, short-term disability, and long-term disability). In addition, there are voluntary benefits with reasonable group rates that you can purchase through LVS payroll deductions (supplemental life insurance, Flexible Spending Accounts, accident insurance, and critical illness insurance). Equal Opportunity
Long View is an equal opportunity employer. If you have any accommodation requests for your interview or the role, please let your friendly Recruiter know.
#J-18808-Ljbffr