Desktop Team Lead

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 Team Lead to join our team.

Provides day-to-day technical support to employees for internal desktop systems software and hardware. Performs general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support. Installs, configures, and troubleshoots desktop systems, workstations, servers and network. The Team Lead Level applies job skills and company policies and procedures to complete a variety of tasks. Leads others and works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required. Normally receives and communicates to team instructions on routine work, and detailed instructions on new assignments. Administrative management duties of personnel may include time and record keeping, compliance review, overseeing work assignments, scheduling of team.

• Leading the team as they interact with customers through phone calls, live chat, and email, using ticketing software
• Providing and receiving ongoing feedback, implementing resolutive actions
• Foster career development by delivering actionable feedback on individual performance in 1:1 meetings, assigning achievable goals and projects, and coaching accordingly
• Create and share Operational goals, performance standards, and KPI’s with the teams to properly align to the Mission, Vision, and Values
• Identifying trends and opportunities for improvement within the company
• Bachelors degree preferred or equivalent experience in Computer Science or Information Technology from a technical school
• Minimum 4 years experience in related field
• Desktop and/or Infrastructure support experience
• Experience analyzing, managing, expediting, and resolving issues with timely customer follow up
• Account Specific Training or Certification preferred
• Min 1 OEM Per Environment preferred
• Basic non-warranty repair skills training as assigned (Cabling, Printers, Network, Servers) preferred
• HP Printer Basics Printers as assigned preferred
• Lexmark Printer Basics Printers as assigned preferred
• Apple MAC Certifications as assigned preferred
• Microsoft Certification Program Cert (Ex. MTA) preferred
• CompTIA Server preferred
• 1 or more OEM Server (as assigned) preferred
• CompTIA Network preferred
• Cisco CCT Router & Switching preferred
• 1 Advanced CompTIA Cert (Sec , CySA , Cloud ) preferred
• Cisco CCNA preferred
• Ability to install and configure complex software applications and to provide support for upgrades and enhancements
• Technical writing
• Coding/programming
• Cloud & SaaS services
• Analytical, interpersonal, communication, organizational, numerical, and time management skills to meet position objectives
• Proven ability to multitask effectively while maintaining high quality
• Ability to work independently and as part of a team in a dynamic environment
• Ability to effectively direct the work of others
• Must display patience and understanding when dealing with difficult customers (both internal and external) and must be able to resolve difficult interactions effectively
• Must possess a commitment to providing exceptional customer service
• Working knowledge of Windows operating systems, networks, databases and network security concepts and tools is required
• Working knowledge of the Microsoft Office application suite including MS Outlook
  
  

Our Benefits Include

Health Insurance (Medical, Dental, Vision)

Basic Life/AD&D

Employee Assistance Program

Paid Holidays

Paid Time Off

401(k)

FSA/HSA Pre-Tax Benefits

Discounts

Life/Disability Plans