Job details

Desktop Support Team Lead - job 1 of 2

Title- Desktop Support Team Lead

Location –Whippany, NJ

On Site Team Leader/Field Services

The team leader will form part of the management team to oversee the local desktop operations function and act as a liaison point with the client and HCL Internal Teams.

This position will focus on managing the operation including the day to day staff management, associated queues/standard activities to ensure we meet our contractual obligations to the client.

Key Responsibilities include:

Queue Management

· Monitor the tickets for SLA/Quality/Aged Profile/MD tickets/Premium Tickets.

· Ensuring all Incidents/Requests are met within the agreed service targets.

· Review & reporting of any SLA failures. (Analysis / Trending)

· Ensure fair distribution of work and redistribution in the event of staff absences both planned and unplanned.

· Proactively monitors pending tickets.

· Escalation point for priority/escalated tickets.

Staff Management responsibilities

· Responsible for updating the engineer Shift Rota and Holidays approval.

· Ensuring all Sickness is accurately reported and return to work interviews carried out where appropriate.

· Review technical performance by engineer.

· Oversee Local desktop operations (Productivity, queue management, escalations, aged tickets, shift coverage, incident/request validation, general quality, Asset Tagging and Inventory Management )

· Provides coaching and training to the engineers.

· Oversees the on/off boarding of staff.

· Ensure new team members have access to all required tools, Academy and Client + HCL processes and procedures i.e. Confidentiality agreements, contracts, etc.

· Ensuring all off-boarding activities take place to for both HCL and the Client processes.

· Holds regular team meetings with actions recorded and documented 1-2-1's with engineers.

· Ensuring all key Client and HCL processes. Policies and procedures are followed. For example, Call Management, ITIL Processes, security policy etc...

· Ability to manage/motivate people and teams.

· Strong team management skills, with ability to have difficult conversations.

Process Ownership & Management.

· Ensures all Technical/Operational processes are followed and understood.

· During team meetings ensures regular process awareness sessions are carried out.

· Ensures engineers are trained on new processes and technologies within the support remit as required.

· Proactively identifies gaps in knowledge and addresses with engineer through 1-2-1/group training sessions.

· SME for all processes.

· IMAC – Supplier/Logistics/Client Advice/Moves Management.

· Looks for opportunities of improvement, around processes and how services are delivered.

· Ability to communicate at different levels within the organization,

· Ability to write business cases and justification documents, Ability to manage multiple work streams

Escalation ownership.

· Taking ownership of Escalations through to resolution on all appropriate requests.

· Engineer allocation for priority tickets.

· Initial point of contact for escalations form ITSD.

· Reporting on escalation trends and taking steps to minimise escalations.

· Ability to prioritise when under pressure.

Communication, customer service & Teamwork. ·

· Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities.

· Speaks good clear English. Language.

· Strong Written and Verbal Communication Skills at senior stakeholder level.

· Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels.

· Maintain healthy group dynamics.

· Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager.

· Must be detail oriented and self-motivating.

· Relationship Management – internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations.

· Flexibility with respect to time – client deliverables need to be met with a “Can do” attitude.

Technical Skills

· Excellent problem solving / quantitative/ analytical skills.

· Excellent understanding End User IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10.

· Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc

· Detailed understanding of IT Infrastructure in a Corporate Environment – Server/Network/Database/Security

Key competencies for this role: -

Teamwork and Collaboration

· Builds productive working relationships – (L3) Successfully builds productive, mutually beneficial relationships to solve problems and achieve common goals.

· Co-operates and collaborates with colleagues – (L3) Models cooperation and teamwork; creates opportunities for self and others to improve work outcomes.

· Treats others with Respect – (L3) Is respectful and welcoming; inspires collaboration by bridging gaps among diverse individuals, departments, customers and partners.

· Resolves Conflict amongst team members – (L2) Works effectively with others to resolve conflict. When possible looks for middle ground solutions.

· Balances individual and team goals. – (L3) Consistently goes beyond direct responsibilities to achieve team and departmental goals; welcomes new challenges.

Service Focus

· Understands the importance of quality service. – (L3) Actively supports and contributes to the efforts of other team members.

· Delivers quality service. – (L3) Is flexible and can work with a wide variety of different people on different task.

· Anticipates and fulfils customer’s needs. – (L2) Meets and often exceeds customers’ expectations; ensures that customer needs are fulfilled.

· Skilfully serves diverse customer base - (L3) Shares all relevant information and passes on additional information that may be important to other team members.

· Strives to improve quality of service - (L2) Frequently suggests and implements changes to improve the quality of service.

Job Type: Full-time

Pay: $27.00 - $30.00 per hour

Expected hours: 40 per week

Benefits: