Deskside Services Lead Technician

*JOB DESCRIPTION The position of Deskside Services Lead Technician balances technical duties with leadership responsibilities, ensuring a high level of service and operational efficiency. The Deskside Services Lead Technician is responsible for overseeing end-user services for a dedicated client engagement, coordinating and managing daily and weekly activities. This role includes leading a team to ensure adherence to service level agreements (SLAs), triaging issues, and facilitating bridge calls. The Technician will handle a diverse range of tasks requiring judgment in analyzing hardware and data, while selecting methods and techniques for problem resolution. This position also involves working closely with internal teams, clients, and stakeholders to provide solutions, manage escalations, and report on progress. Essential duties for the position include, but are not limited to, the following: Client Relationship & Management: · Demonstrates excellent communication and documentation skills · Acts as the primary point of contact (PoC) for the client, ensuring efficient problem resolution and adding value to the business · Represents the tech bar during all meetings, prepared to discuss the team’s progress and needs Support & Logistics: · Oversees the management of incoming laptop requests, including packaging and delivery, both in person and remotely · Coordinates with the shipping team to manage laptop inventory and logistics Asset Management: · Maintains and updates asset data in the relevant management tools in accordance with compliance policies (data protection, retention) · Ensures the inventory tracker/tool is current, providing up-to-date information for stakeholders to guide next steps Team Leadership & Development: · Leads and trains new hires, ensuring they are integrated smoothly into the team · Monitors the team’s performance and addresses any gaps or inefficiencies Process Improvement: · Identifies gaps in current processes and contributes new ideas for improvements · Helps to implement changes in processes that show tangible results Space Management: · Ensures that the tech bar space is organized and managed effectively, ensuring laptops and equipment are readily available for production needs Backup Support: · Provides backup support to other technicians during absences or peak periods Other Duties as Assigned: · Assumes additional responsibilities as required, providing flexibility and support in meeting the team’s and client’s needs *JOB REQUIREMENTS/QUALIFICATIONS Experience: · Graduate with at least five years of relevant experience in the abovementioned skill set. · Client communication is crucial to this position; your verbal and written presentation skills must be exemplary. · Ability to communicate effectively with all levels in the organization. · Strong analytical skills are required and must be demonstrated. · Ability to interact at a 'peer' knowledge level with various functional areas - development, QA, business, etc. · Pragmatism and a can-do attitude. Certifications: A+ Certification Additional Requirement of the Position: · Dependent upon the customer, this position may require frequent traveling from one location to another with a personal vehicle. · Maintain a high standard of business and ethical conduct with end-user, clients, customers and employees. · Perform related other duties as assigned by management. · Follow workplace operating and environmental, health and safety procedures and guidelines. *Position Title: Client Services Manager *JOB DESCRIPTION The position of Client Services Manager oversees all aspects of service engagements, operational performance, service level attainment, resource management and aids in the preparation of financial and contractual aspects of agreements. The position manages deadlines, assigns responsibilities, tracks and corrects progress of deliverables, and prepares reports for internal and external stakeholders regarding status of engagements. The candidate works on assignments of a diverse scope where analysis and decision of inputs and outputs require critical evaluation of identifiable factors. The candidate exercises judgment with only general direction within the defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a SPOC between executives, customers, departments, and support teams to manage problem resolution. Essential duties for the position include, but are not limited to the following: Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements Define and implement best practices according to ITSM and tools for engagement execution and management based on engagement scope and deliverables Adhering team(s) according to agreed contractual KPI’s and SLA’s Enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity Manage interface and customer experience between stakeholders, engineers, local and remote support teams Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations in order to design creative and efficient solutions to meet customer demands and requirements Serve as single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders Consult clients regarding scope, technical, and operational abilities and limitations specific to engagement environment Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks Service Delivery duties per customer requirement as assigned *JOB REQUIREMENTS/QUALIFICATIONS Experience: · 2+ years of experience with a Managed Service Provider · 7+ years + Bachelor’s Degree of Equivalent · End User Services Support Management Certifications/Trainings: · ITIL-Foundations V3, V4 [preferred] · PMP [preferred] Other Requirements · Dependent on the customer, the position may require frequent traveling, up to 30% · Dependent on the customer, the position may require frequent traveling from one location to another location with a personal vehicle · Dependent on the customer, the position may have a need for frequent overtime and after-hours and on weekends Job Types: Full-time, Permanent Pay: $23.00 - $25.00 per hour Expected hours: 40 per week Benefits: 401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Parental leave Professional development assistance Vision insurance Work Location: In person