Responsible for overseeing a team of 5 Help Desk Support Technicians, 1 Domain / Systems Administrator & 4 Event Support Technicians at The Palace or Auburn Hill with a headcount of around 400 full time employees and 1,200 part time employees.
Some of the items the team is responsible for are below:
- Install, configure & troubleshoot PC / MAC Hardware, software & peripherals.
- Lenovo PC's
- Microsoft Surface Pro's
- Mac Book Pro & iMac's
- Image & Inventory all PC / Mac Hardware
- Install & Support VoIP phones
- Break Fix Daily Support Issues
- Support & Manage Corporate Mobile Devices
- iPhone & iPad
- POS Hardware Management & Support
- Menu Board Hardware Management & Support
- Active Directory Domain Administration
- Network Access Management
My direct responsibilities include:
- Determining priorities, workload and projects for the Help Desk Support Team
- Maintain the schedule & manage overtime for all Desktop Support Technicians
- Maintain the schedule for Event Support Technicians covering multiple locations
- The Palace of Auburn Hills
- DTE Energy Music Festival
- Meadowbrook Amphitheater
- Freedom Hill Amphitheater
- Responsible for triaging any after hour emergencies resulting in pulling in the correct team members to work on resolving issues.
- Document system configuration, inventory / assets & network procedures
- Manage configuration of the Service Desk ticketing system
- Team / Talent Evaluation
- IT Department Liaison
- Yearly Team member Review's
- Team Development