Deskside Support Team Lead

Core Function

The Regional Team Lead oversees and leads a specific region. This role’s function is to help lead, develop, maintain, and implement process for the Deskside, MFG, and PC Refresh teams. The Regional Team Lead is the first POC for all Level 2 Support under the region for escalations, questions, assistance, and more. With 20-35 within the team, this role is key to ensure the team has clear communications and assistance from leadership.

Essential Duties & Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or logical assignment to this position.

• First point of contact for escalations or technician assistance from the team
• Completing onsite visits 2 times a year to all various locations
• Overseeing Ticket Metrics and site reports via ServiceNow
• Managing technician’s tickets and ensuring the technicians are completing daily responsibilities within ServiceNow
• Sending written communications throughout each week with the updated progress of the team and what needs to be completed
• Managing and overseeing the regions backlog (30 day old tickets/tasks)
• Assisting the Regional Service Manager with interviews for potential new hires
• Overseeing the completion of all processes on site (Brokerage, dispositions, projects, etc.)
• Maintaining sites organization and cleanliness
• Dispatching tickets from the unassigned queue during your scheduled time and as necessary
  
  

Minimum Knowledge, Skills And Abilities Required

• 1 years in a leadership role
• 2 years of Level 2 Deskside/Help desk experience preferred
• ITIL 4 Certification preferred
• CompTIA A preferred
• Data analysis and excel skills critical