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Onsite Tech Support – Team Lead
JOB SUMMARY
Onsite Tech Support – Team Lead is responsible for the daily supervision of a team that can consist of Associates, Sr. Associates, interns, and consultants across one office or multiple offices.
The Team Lead will act as the point of contact and escalation for the team, agency, clients and associated teams. Staff supervision, staff development, resource management and service level agreement (SLA) monitoring will be high priorities.
The Team Lead will be responsible for maintaining a high degree of team awareness of projects and issues in your buildings. Responsible for morale and culture in parallel with the delivery of outstanding service and reliability. Situation adaptation, crisis management and urgent response skills are key and will go hand-in-hand with the need for a proactive approach and response planning.
JOB FUNCTIONS
Queue and Service Level Agreement (SLA) Management
- Monitor all assigned queues for ticket routing
- Ensure team is meeting SLA compliance metrics
- Report on SLA performance metrics
- Handle escalations of incidents, requests and tasks as needed
- May be asked to work on incidents and requests; troubleshoot system, application, and hardware issues
Customer Advocacy and Service
- Drive the delivery of IT services
- Develop and maintain productive agency relationships
- Gather regular feedback from agency stakeholders
- Represent in a positive and agency focused fashion
Team Leadership
- Schedule and lead team meetings and functions
- Promote team loyalty and culture
- Provide regular and productive feedback to team members
- Identify training and development opportunities to strengthen and grow skill sets within the team
- Mentor team members
Communication
- Strong interpersonal skills with heavy focus on customer service
- Demonstrate sound written, oral and organizational skills
- Document solutions, systems and procedures
- Collaborate with local and remote teams
- Consistently share solutions with peers
- Works effectively as an individual and as part of a team
- Ensure team is contributing to collaboration channels to share information with team members and larger Onsite Tech Support service team
- Ensure team is aware of policies and processes such as incident management and issue escalations
- Timely escalations to operations manager via written or verbal communication
- Comfortable training small and large groups of people on new IT solutions
Resource Management & Project Management
- Schedule tech coverage for locations
- Ensure team follows time entry procedures
- Track out of office scheduling for team members
- Write performance evaluations and conduct reviews
- Allocate resources to ongoing and limited duration projects
- Manage monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support
Continuous Improvement
- Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations
- Share information gathered with other team members to help them improve
Work Schedule
- Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
- Must be available via cell phone for issue resolution and assistance after hours
Travel
- Local travel between sites may be required
- Occasional travel to sites outside the local area may be required
Education and Certifications
Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required
Basic technical certification in field of expertise (e.g. ACMT, ACSP, ACTC MCP, CNA, CCNA, A+, Network+)
Experience
- Minimum 5 years IT experience
- Minimum 1 year experience in a Team Lead, Tech Lead or Team Captain capacity
- Experience delivering IT solutions within a corporate and/or enterprise environment
- Experience working in a mixed Mac and Windows environment
- Experience implementing best practice processes and procedures
- Experience working as a lead member of a team
- Knowledge of ITIL best practices required
- ITIL Foundations certification preferred
Additional Skills
- Experience in centrally managed computer environments
- Experience supporting Audio Visual environments not required, but a plus
- Skills helpful but not required – BitLocker, FileVault, Software Distribution Systems (Altiris, JAMF), Adobe Creative Cloud, Service Now, Bomgar, Font Management Systems
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
