We are actively looking for a talented and experienced Desktop Support Administrator Supervisor to join our team.  The person will be responsible for desktop-related support issues for the San Ramon office and remote users throughout North America.  The position interfaces with end-users across all business units at multiple levels and assists IT support personnel in troubleshooting server and network failures. The position allows for participation in global projects, providing an opportunity for the individual to collaborate with colleagues from other Five9 sites. This person is integral to smooth operations of the IT Service Desk and local office operations and must wear many hats to be successful. The position will require mostly on-site support in our San Ramon headquarters, with the opportunity for occasional working from home. 

Major Responsibilities: 

• Lead a global team of Desktop Support Administrators through daily support and project management tasks and ensure high quality service is provided
• Provide support services to Five9 employees with technical problems and issues including, but not limited to Apple and Microsoft based computers, VPN or mobile devices, communication devices or network services from local personnel or remote employees
• Serve as the escalation point of contact for resolution of desktop/laptop related problems in a large enterprise and coordinate information with Engineering and team management
• Develop, administer, and support enterprise level solutions for managing computing devices within the Five9 global enterprise
• Coordinate hardware standards and global stock levels with internal team members and third-party suppliers ensuring ample hardware availability throughout the globe
• Assist in identifying resolution gaps at the Service Desk, with any standard operating procedures and customer service guidelines relating to IT support 
• Responsible for timely resolution of problems or escalation on behalf of customer to appropriate support teams  
• Participate in developing and implementing standard operating procedures and customer service guidelines relating to IT support
• Assist with General IT office maintenance, facilitating onsite meetings, smart Board/TV and Audio/Visual System Support
• Learn quickly and adapt to a changing environment and eager to accept new responsibilities
• Support and troubleshooting of printers, copiers, and fax machines
• Assist in coordinating and performing office moves, add and changes
• Performs other related duties as assigned

Requirements:

• 5+ years of enterprise level endpoint management experience including provisioning and configuration technologies (I.e. JAMF, MS Endpoint Management/Intune, BCM Client Management, SCCM, etc.)
• 2+ years experience supervising a team of systems support or administrators
• Experience with enterprise level Apple Device Management and Support a must
• Hands on experience using and/or troubleshooting Microsoft Windows OS, Microsoft Office, and Mac OS 
• Ability to provide outstanding customer service through in-person and remote technical support 
• Ability to automate regular tasks and systems leveraging various tools and scripting capabilities.
• Excellent functional/technical skills and great at problem solving
• Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing
• Experience leveraging and administrating various device management tools including configuration and security management
• Solid understanding of general network concepts and protocols such as DNS, DHCP, TCP/IP, Etc.
• Ability to work independently or with a group on assignments that are moderately complex, requiring judgment in resolving issues or in making recommendations
• Must learn quickly and adapt to a changing environment and be eager to accept new responsibilities
• Attention to detail
• Creativity. Ability to think around problems and come up with creative solutions is a must
• Experience working with cloud environments or SaaS applications is a plus
• Experience working with mobile devices such as iPhones, iPads and Droids a plus
• CompTIA A+ and Network+ certified a plus
• Microsoft certifications a plus

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