What are the responsibilities and job description for the Team Lead position at Pomeroy?
A Desktop Support Team Lead supervises daily IT desktop operations, acting as the primary escalation point for complex technical issues, managing Service Level Agreements (SLAs), and mentoring staff. They oversee hardware/software deployment, handle ticket queue management, and ensure high-quality customer support. Key responsibilities include workload balancing, creating technical documentation, and reporting on performance metrics.
Key Responsibilities And Duties
Key Responsibilities And Duties
- Team Leadership & Mentorship: Lead and mentor technicians, providing training, guidance, and performance feedback. Manage team schedules, shifts, and on-call rosters.
- Operational Support & Escalation: Act as the primary escalation point for complex technical issues, ensuring prompt resolution to meet SLA targets.
- Asset & Infrastructure Management: Oversee the installation, configuration, and maintenance of workstations, software, and peripherals.
- Process Improvement & Documentation: Create and maintain knowledge base articles and standard operating procedures (SOPs). Identify recurring issues to improve efficiency.
- Project Coordination: Lead IT-related projects, such as hardware refreshes, software rollouts, and office moves.
- Experience: Minimum of 3 years in desktop support or similar roles, with previous leadership experience.
- Technical Knowledge: Proficiency in Windows/Mac OS, Active Directory, network troubleshooting, and imaging tools.
- Soft Skills: Strong communication, interpersonal, and analytical problem-solving abilities.