This requires extensive knowledge and experience with desktop technology, including desktop operating systems, desktop applications, desktop hardware, laptop systems, printer support, Android devices, iOS devices, and other supported wireless devices and peripherals. The position will also be responsible for configuring and administering the ITSM tool, leading ITSM improvement initiatives, coaching and training junior technical support staff and IT personnel, and maintaining a high level of professionalism when interacting with staff, including executive leadership.