You will work in a corporate environment located onsite with one of our largest and most well-known customers.
Your duties will include but will not be limited to:
Providing lead support for ITSC team.
Serving as the site point of contact for Client, Infosys and client/eXcell.
Serving as point of contact for process escalations, technical escalations and other day-to-day issues from ITSC techs.
Intervening to help technicians with upset customers.
Monitoring unassigned incident ticket queue and sending ITSC invitations, re-routing or de-escalating as appropriate.
Submitting information about mistakes made by the TAC and PC Supply so that necessary training can be provided.
Ensuring that all incident tickets assigned to the local team are being worked and updated while also managing SLAs.
Monitoring resolved incident tickets to identify quality issues which need to be addressed.
Monitoring all open requests (tasks) to ensure that they are being worked in a timely manner and that any overdue requests have a valid explanation.
Monitoring an asset management dashboard and working with PCLD lead to address any markers outside of target values.
Monitoring supported assets deployed to local users in order to catch issues.
Collaborating- and sharing information with leads at other sites.
Attending leadership meetings with client eXcell.
Attending operational meetings Client, Infosys and client/eXcell.
Leading weekly team meeting and presenting and/or taking notes.
Performing monthly inventory audits and ensuring that regular spot checks are being performed.
Monitoring workload to ensure team is properly staffed.
Conducting in-person screenings/interviews for outside hire candidates.
Training new hires.
Ensuring required trainings are completed in a timely manner and updating training tracker.
Sending recognition to team members when they exceed their performance expectations.
Providing coaching to team members and/or escalating to RM when performance needs improvement.
This position is a Lead support position and requires some level of experience as a former supervisor or Lead capacity. Must have excellent leadership skills; be able to interact with professionalism and with all levels of Leadership – both Client and eXcell/client . Must have the ability to train, multi task, and supervise others in a respectful and positive manner; demonstrate all other aspects of leadership qualities. Must be able to develop good repore and working relationship with Client. Must be able to process new information and learn very quickly. Must be able to work independently and as an engaged team member.
Your duties will include but will not be limited to:
Providing lead support for the PCLD team.
Providing backfill support for ITSC team, assisting with ITSC tasks during high volume periods – ?hands on”
Acting as point of contact for Client site supervisor & Client district manager.
Serving as point of contact for process escalations, advanced troubleshooting and other day-to-day issues from ITSC and PCLD techs.
Attending leadership meetings with Client and client /eXcell.
Leading weekly team meeting and presenting and/or taking notes.
Updating scrumban dashboards and ensuring team complies with scrumban initiatives and efforts.
Performing monthly inventories and regular spot checks of ITSC and PCLD stock.
Assist along with other Leads in monitoring workload to ensure team is properly staffed.
Assist with hands on training of new hires.
Ensuring required trainings are completed in a timely manner and updating training tracker.
Sending recognition to team members when they exceed their performance expectations.
Providing coaching to team members and/or escalating to RM when performance needs improvement.
You will have frequent interaction with clients in person and also via phone, email and IM. You will be required to update the client ticketing system and database. You will be required to cross train with the other Leads to provide backfill coverage. You may also be tasked with providing backfill coverage for other CORE Leads within the account.
We will challenge you with additional responsibilities, assigned periodically aimed to help meet our client's needs and provide you with continuous hands-on training and experience.
5+ years technical experience desired; Lead or previous supervisory experience
Must be able to lift up to 35 lbs. solo.
May be required to walk/sit/stand/crawl/kneel for extended periods.
Must have excellent customer service skills and excellent written/verbal communication skills.
Requires knowledge of Microsoft suite (Outlook, Excel and Word primarily), Windows 8 and Windows 10.
Technical certifications a plus – especially A+ certification.
Enable Skills-Based Hiring No
Will expenses be required for this position? Do not know at this time
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