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CompuCom Desktop Tech ll in Mississauga, Ontario

Why CompuCom? (Overview)

This on-site Team Lead role will provide day to day operational direction, leadership, and support to a team of deskside support

technicians ensuring quality, productivity and availability objectives are met. They will provide technical know-how and input to more complex issues and will plan and schedule work and supervise staff on a day to day basis.

What We Need & What You'll Do (Responsibilities)

  • Ensure the most effective utilization of resources, planning, scheduling, and monitoring thework of the team

  • Ensure the delivery of cost effective and quality services in line with our contractual obligations thereby achieving high levels of customer satisfaction

  • Maintain regular open communication with assigned customers

  • Review and reports on the performance of the team, identifying resource requirements where appropriate

  • Communicate relevant information to the team

  • Participate in the recruitment and selection process

  • Identify and act on opportunities to improve existing processes and work methods

  • Liaise with key customers, account managers and colleagues, providing expert technical guidance and advice in support of a customer issue

  • Ensure statistical data is maintained and reported to management, staff and customers as required

  • Run and review ticket reports, provide status updates, and follow up on resolutions to customers

  • Manage client escalation with team of high priority issues

  • Work with project coordinators in assigning technicians for project work

  • Act in support of major business development opportunities providing technical input, judgement, and an understanding of the customer’s business

  • Undertake more complex tasks within the team and provide technical support/ advice to others

  • Identify and act on opportunities to improve existing processes and procedures, implementing changes as appropriate

  • Develop the performance of the team, contributing to performance review and ensuring appropriate training of staff

  • Ensure that all out of line operational issues are escalated in accordance with company technical escalation process

  • Monitor adherence to technical and quality standards for own area and ensure full compliance with established procedures

  • Other duties as assigned

Who You Are (Qualifications)

  • Secondary/ high school qualified with a relevant technical qualification and at least 5 years

  • relevant work experience in deskside technologies including some supervisory and customer support experience

  • Proficient with current iterations of Windows and Apple operating systems, MS Office, Office 365, wireless network configuration and connectivity, remote support software, printers, and other peripherals, etc.

  • Excellent written, organizational, communication skillsets

  • Must work well in a multi-task environment

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Posted Date2 days ago(6/10/2021 12:10 PM)

Req # R0023591

CompuCom Systems, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans.

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