Global Support Service Lead

Please Note:1. If you are a first time user, please create your candidate login account before you apply for a job. (Click Sign In > Create Account)2. If you already have a Candidate Account, please Sign-In before you apply.Job Description:The Global IT Support Service Lead will be responsible for the supervision of the daily operations of the site support technicians. Must have the ability to build a cohesive team to manage people effectively and help to ensure that the team is constantly developing and improving. The right candidate will be extremely detail-oriented, able to multi-task in a demanding environment, and possess exceptional communication and organizational skills. The right candidate will have a "do whatever it takes'' attitude and possess great pride in their work.Job Duties and ResponsibilitiesExperience required in hiring, vendor management, and escalation management.Effectively managing, developing, and training the site support teams.Ensuring that all processes used by the site support technicians are thoroughly documented, consistently audited, and regularly improved.Conducting and sharing results from service and operation performance reviews.Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in daily operations.Being aware of and managing the costs of running the global support team.Assessing the technical needs of staff or clientsEstablishing and maintaining strong relationships across teams and with staff/clientsManaging and upholding the troubleshooting escalation processIdentifying gaps in the support process and amending it accordinglyProvide hardware and software support; including client life-cycle management and all standard client management for the site.Provide requested assistance by end-users from the following channels: assigned tickets, user walk-ups and calls, video and chat support, or assigned by the service manager.Responsible for installation, configuration and ongoing maintenance, and usability of desktop/laptop computers, printers, handheld/mobile devices, peripheral equipment, and software within established standards and guidelines. Set up new clients and re-imaging requests of standard Dell / Mac laptops and desktops.Troubleshoot issues with desktops and notebooks including connectivity, blue screens, viruses, and printing for both on- and off-site users; coordinate and schedule with Dell Engineers for on-site break-fix.Ability to provide troubleshooting assistance for IT-supported PC issues and local support; DHCP / DNS, Active Directory, wireless/wireless hotspots, printers, viruses, remote access (VPN), and Windows Domain account issues.Support experience with Google Enterprise Applications, BOX, Video, WebEx, and Audio (PDI) Conference.Remote and desk-side installation of various software packages, engineering tools, and patches utilizing Altiris and our Video Angel solutions.Manage all open requests in Broadcom’s ITSM system in a prompt and timely fashion; document all end-user interactions.Must be flexible and willing to travel when needed.The position will be located in Irvine, CaliforniaQualificationsMinimum six (6) years experience in a corporate Helpdesk and/or Desktop Support environment.Thorough understanding of Windows 10 /11 Operating Systems.Working knowledge of Apple Mac and IOS.Excellent customer service skills to work effectively with clients.Ability to work well with other people in a team-oriented environment.Must be professional, self-motivated, resourceful, flexible, and work with minimal supervision.Must understand and communicate difficult concepts and provide instructions in a clear and straightforward manner.Must be able to follow through procedures and protocols as outlined by senior management.No relocation benefits Additional Job Description:The annual base salary range for this position is $49,200 - $82,000.This position is also eligible for a discretionary annual bonus in accordance with relevant plan documents, and equity in accordance with equity plan documents and equity award agreements.Broadcom offers a competitive and comprehensive benefits package: Medical, dental and vision plans, 401(K) participation including company matching, Employee Stock Purchase Program (ESPP), Employee Assistance Program (EAP), company paid holidays, paid sick leave and vacation time. The company follows all applicable laws for Paid Family Leave and other leaves of absence.Broadcom is proud to be an equal opportunity employer.  We will consider qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability status, medical condition, pregnancy, protected veteran status or any other characteristic protected by federal, state, or local law.  We will also consider qualified applicants with arrest and conviction records consistent with local law.If you are located outside USA, please be sure to fill out a home address as this will be used for future correspondence.