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Desktop Support Team Lead

2 months ago

Old Toronto, Canada Compucom Full time

Compucom Systems, Inc. provides end-to-end IT managed services to enable the digital workplace for enterprise, midsize and small businesses. To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It We’re looking for a Desktop Support Team Lead to join our team.

The Desktop Support Team Lead is responsible for providing day-to-day operational direction, leadership, and support to an on-site team of deskside support technicians. Ensures quality, productivity, and service level agreements and objectives are met. Build trust with client stakeholders by providing technical know-how and input to more complex issues. Plan and manage work schedules and supervise staff on a daily basis. The Team Lead is also the first level of escalation for the customer. The average span of control is between 20-25 Deskside Support Technicians.

Key Responsibilities:
  • Ensure the most effective utilization of resources, planning, scheduling, and monitoring the work of the team.
  • Review and report on the performance of the team by identifying resource requirements where appropriate.
  • Develop the performance of the team, contributing to performance review and ensuring appropriate training of staff.
  • Participate in the recruiting process (interviews).
  • Ensure the delivery of cost-effective and quality services in line with our contractual obligations thereby achieving high levels of customer satisfaction.
  • Liaise with key customers, account managers, and colleagues, providing expert technical guidance and advice in support of a customer issue.
  • Identify and act on opportunities to improve existing processes and work methods, implementing changes as appropriate.
  • Manage client escalation with a team of high-priority issues in accordance with company technical escalation process.
  • Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures.
  • Ensure statistical data is maintained and reported to management, staff, and customers as required.
  • Run and review ticket reports, provide status updates, and follow up on resolutions to customers.
Minimum Requirements:
  • High School Diploma or equivalent education.
  • Minimum 3 years experience in related field with work experience in deskside technologies.
  • Special Certifications: CompTIA A+ would be an advantage.
  • Proficient with current iterations of Windows and Apple operating systems, MS Office, Office 365, wireless network configuration and connectivity, remote support software, printers, and other peripherals.
  • Excellent written, organizational, communication, and leadership skills.
  • Must work well in a multi-task environment.
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