Desktop Support Tm Lead Job in Mississauga L4V1S7, Ontario Canada
Looking for an independent individual (self-starter) that will be responsible for coordinating day-to-day service activities for the service desk and ensuring CompuCom technicians are available and assigned to client to perform the dispatch support services. This consists of the following:
Job Requirements:
· Desktop Support Team Lead will be located in Mississauga, Canada at the office of the Lafarge IT Service Center
o CompuCom Program Manager will be offsite. Communication between Program Manager and Team Lead will be very important on a day to day basis.
· Interface with client staff on a day to day basis to include Senior Management e.g. Lafarge VP of IT Infrastructure.
· Work with client staff to develop and maintain processes/procedures for CompuCom service desk (Level 1 and 2) and dispatch support services on a routine basis.
· Work with CompuCom Program Manager to drive continuous process improvement for the service desk and dispatch support services on a routine basis.
· Serves as a technical escalation point for the CompuCom service desk (Level 1and 2) and dispatch support services.
· Manages staffing to assure readiness to deliver to call/install volumes.
· Manages day-to-day service delivery to schedule and/or call volume.
· Provides engineers with complete information to understand and initiate IMAC or Desk Side Support calls.
· Mentors, coaches and motivates service engineers to meet Lafarge service, SLA goals/objectives.
· Meets contract agreements and coordinates services to meet time requirements. Monitors the numbers of daily calls in the queues.
· Assures all processes are being implemented and followed (or suggests improvement to be formally incorporated).
· Completes and distributes a daily shift report that is distributed to a designated client distribution list that indicates current triage status and KPIs for all Incidents.
· Completes and distributes a weekly performance report that is distributed to the client that indicates SLA performance and KPIs for all Incidents.
· Maintains the highest level of customer satisfaction related by resolving all tangible problems and concerns. Performs customer follow-up and contact to ensure resolution of issues.
· Participate in client monthly/quarterly performance reviews with CompuCom Program Manager.
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