• Manage the performance of the Virtual Service Desk assigned shift. • Ensure Service Level Agreement (SLA) requirements are met. • Plan, direct, and/or coordinate IT systems support activities, programs, and projects. • Analyze requirements, status, personnel resources, and schedules. • Track Virtual Service Desk status and performance of Key Performance Indicators. • Collaborate with other leads inside of the End User Services Portfolio and GSA IT end user services.

• Engage with customers to provide technical assistance, troubleshooting, and best-practice guidance. • Diagnose, reproduce, and resolve issues related to agent connectivity, device enrollment, patch deployment, software installation, policy execution, scripting, operating system updates, and endpoint communication. • Gather logs, validate defects, and submit clear, actionable bug reports to Engineering. • Collaborate cross-functionally with Engineering, Customer Success, Professional Services, and Product teams to resolve customer issues, share technical insights, and improve the overall customer experience. • Provide timely, accurate, and empathetic customer communication. • Create and maintain knowledge base articles, internal troubleshooting runbooks, and documentation that improve support quality and customer self-service. • Stay current on Automox product capabilities, operating system updates, endpoint management practices, security tools, and relevant IT technologies. • Participate in a rotating after-hours on-call schedule for critical customer issues, with defined escalation paths and severity criteria. • Contribute to internal initiatives that improve support workflows, diagnostic tooling, documentation, escalation processes, and team efficiency.

• Perform manual synthetic and functional tests in production environments to ensure stability and performance of telecommunications services • Execute stress tests on critical systems, assessing behavior under high load • Conduct continuous monitoring using Kibana and dedicated dashboards to proactively detect failures or anomalies • Open, log, categorize and follow up on incidents • Work closely with QA, development and infrastructure teams • Prepare technical reports and provide evidence of tests performed

• Responsible for providing end-user technical support, maintaining IT systems and services, and ensuring compliance with organizational IT policies and standards. • Respond to and resolve trouble tickets in a timely and professional manner, ensuring high levels of customer satisfaction. • Provide technical support for desktops, laptops, mobile devices, printers, and related peripherals. • Perform user account administration, including account creation, modification, password resets, and access control. • Administer and support Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive. • Perform system patch management to ensure operating systems and applications are up-to-date and secure. • Monitor and verify completion and integrity of daily system backups; escalate and remediate failed backups as needed. • Maintain hardware and software inventory, including asset tracking, lifecycle management, and documentation. • Install, configure, and troubleshoot software and hardware components. • Assist with onboarding and offboarding processes, including system access and equipment provisioning. • Document technical procedures, solutions, and knowledge base articles. • Monitor system performance and escalate issues to senior IT staff when necessary. • Ensure compliance with cybersecurity policies, procedures, and best practices. • Provide basic network troubleshooting, including connectivity and access issues. • Support IT projects, upgrades, and deployments as assigned. • Perform routine maintenance of IT systems and equipment. • Provide user training and guidance on IT systems and applications.