Desktop Tech 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 Tech Team Lead to join our team.

The Lead Tech is responsible for desk-side support activities for one or more functional departments or locations. Develops technical plans and procedure for supporting the desktop computing environment. Provides technical guidance, training and direction to technicians. Identifies, prioritizes, and communicates all system and process issues that affect productivity and efficiency, and provides input and support for necessary improvements. Duties may include, but are not limited to, creating or maintaining operation policies, preparing service level reports, performing root cause analysis and developing action plans.

PRINCIPAL DUTIES AND RESPONSBILITIES:

• Strong knowledge of ServiceNow and ability to generate reports and manage multiple queues.
• Responsible for supervising all day-to-day operating activities for Deskside technicians for single or multiple locations.
• Develops standard operating procedures, training plans and procedures for supporting desktop computing environment.
• Maintain local repository on all training materials and support documentation for OEMs.
• Plays an active role in the on-boarding of contractor and new hire candidates. This includes initial interview and training of CompuCom tools and systems.
• Leads and trains assigned team or lower level operations personnel as necessary. May evaluate team structure, workload, and performance with manager, and recommend potential improvements, reassignments, or training.
• Responsible for working with business owners to develop, plan and execute all Field related project activities.
• Evaluates root case analysis of deskside issues and implements solutions to reduce or eliminate recurrence of issues.
• Reviews service level reports and key operational metrics. Works with management and individuals on corrective action plans.
• Work with management to improve service by analyzing customer issues related to delivery of deskside services and driving continued improvements in processes and services.
• Serves as the initial point-of contact for employees that are absent from work due to illness or other emergencies. Review and adjust work schedules as needed. Communicates with impacted client.
• Work with local management on performance related initiatives including EPR and focal reviews along with awards program.

• 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

Wage Range:
[SALARY] The annual starting salary for this position is between $67,500 – $99,000 annually. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 12 days annually), paid time off (minimum of 10 days annually, which increases with seniority level), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

This posting is anticipated to remain open until 6/23/2025.

Equal Employment Opportunity: Compucom is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or any other characteristic protected by law.