Desktop Support Specialist

Job Description:

Team Lead

Key Responsibilities:

• Oversight of Walk Up IT technicians both locally and remote
• Accountable for employee/client satisfaction
• Support recruiting activities through interviewing and sourcing candidates
• Motivate, mentor, and develop employees
• Conduct one-on-ones, team meetings, and performance assessments
• Recognizes and motivates team
• Addresses attendance and performance issues
• Drives continuous improvement of productivity
• Assist with resource management, forecasting and planning
• Documents processes, procedures, and Best Business Practices
• Conducts quality assurance audits
• Develops and enhances workflows and process improvement plans
• Drives continuous improvement initiatives
• Work with client to resolve performance and operational issues
• Presents metrics and analysis on the overall health of the program
• Provides input and support to new business opportunities
• Performs other duties as assigned

Desired Experience:

• Must possess strong leadership skills
• At least 3 years of IT support experience
• Excellent customer service skills
• Exceptional time management skills
• Strong written and verbal communication skills
• Ability to work independently
• Must be detail oriented
• Must have a sense of urgency
• Ability to manage within a defined scope of services
• Strong Microsoft Office skills (Outlook, SharePoint, Word, Pivot Tables and Excel)
• Familiarity with ticketing systems, such as Remedy
• Ability to manage remote employees
• Experience with goal setting

Requirements

• Background verification check required (security, employment, and education)
• Must be able to travel
• Must have or be willing to self-fund a passport

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.