• Center Support Team Lead

    Job Locations US-TX-Irving
    Requisition ID
    2018-33415
    Employee Type
    Full Time-Regular
    Category
    Information Technology
  • Overview

    ​The Center Support Team Lead is responsible for coordinating and managing the daily operations of End User Computing Support, including but not limited to projects, tasks, communications, and the management of assets. The Team Lead provides clear instructions, guidance, and encouragement through supporting and mentoring the team members to achieve their goals.

    Responsibilities

    JOB DUTIES

    • Coordinating projects, assigns duties, tasks, and follow up to ensure deadlines are met
    • Monitor Service Now ensuring all tickets are assigned and resolved in a timely manner and EUC standards are achieved
    • Promote an environment that inspires new ideas and encourages collaboration
    • Address (resolve) customer support concerns and recommend measures to improve customer experience
    • Ensure documentation of known problem resolution in the knowledge base
    • Maintain daily inventory control, coordinate PC inventories, and facilitate asset disposals
    • Confer with stakeholders to establish expectations, determine technical objectives, and coordinate projects
    • Ensure EUC Support staff act in accordance with the organization's policies and applicable laws
    • Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving conflicts
    • Perform other duties as assigned

    Qualifications

    Knowledge

    • Ability to correct PC related problems in a timely manner
    • Advanced support-level knowledge of the Windows desktop Operating Systems
    • General working knowledge of networking concepts including TCP/IP, Subnetting, Routing, DHCP, Command line and DNS
    • In-depth knowledge of PC hardware and software
    • Must have a broad understanding of enterprise computer hardware/software and corporate information systems
    • Support-level knowledge of the Windows desktop Operating Systems
    • Understanding of enterprise computer hardware/software and information systems

    Skills

    • Ability to accept change and to adapt to shifting organizational challenges and priorities
    • Ability to analyze problems, correlate data from multiple sources and communicate pertinent information to the appropriate support teams
    • Ability to coach, develop and lead others
    • Ability to evaluate problems and issues quickly, and to make recommendations for courses of action
    • Ability to manage multiple tasks at one time while remaining cool under pressure
    • Excellent analytical and troubleshooting skills
    • Strong interpersonal, verbal and written skills

    Education

    • Associate Degree in related field or equivalent work experience preferred

    Experience

    • 2-4 years related leadership or supervisory experience and/or training preferred

    Work Conditions

    • Fast-paced office environment
    • Work a flexible schedule including extended business hours, weekends and holidays
    • Subject to daily service level requirements
    • Limited travel may be required to support business needs
    • Must be able to deal with stressful office conditions while troubleshooting problems

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