{"schemaVersion":"jobsearcher.job.v1","id":"e75e49ca55d29e40793585cc","url":"https://jobsearcher.com/jobs/e75e49ca55d29e40793585cc","canonicalUrl":"https://jobsearcher.com/jobs/e75e49ca55d29e40793585cc","title":"Lead Engineer","description":"About the role As Team Lead, you will provide hands-on technical support and day-to-day leadership for onsite service delivery during the assigned shift. The role coordinates workload, provides technical guidance, monitors service performance, and supports consistent execution of client and Computacenter procedures. Primary service areas include IMAC activity, desk and equipment deployments, conference room readiness, end-user support, queue oversight, SLA/KPI performance, documentation, shift handoffs, and continuous improvement.\nWhat you'll be doing This role provides day to day leadership while participating directly in service delivery. Responsibilities include work prioritization, task assignment, technical guidance, service execution, SOP reinforcement, shift handoffs, and cross team coordination. The Team Lead also supports coaching, training, and performance observations for management review; formal appraisals, disciplinary action, and staffing decisions remain with the Team Manager or Operations Delivery Manager.\nCustomer Management Maintain working knowledge of the client and support the service management team in strengthening the customer strategy, operational procedures, and onsite support model.\nImplement operational measures that improve service quality, responsiveness, and customer satisfaction within the defined onsite support scope.\nMonitor service quality using ticket trends, SLA/KPI indicators, observations, and customer feedback, escalating concerns as needed.\nOperational Delivery Lead the team during assigned shift hours while supporting daily service delivery, coverage, and task ownership.\nOwn and perform IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests.\nEnsuring conference room checks are completed, issues are documented, and follow up activity is coordinated with the appropriate teams.\nMonitor queues, aging work, ticket balance, SLA/KPI performance, and workload trends to identify risks and support timely resolution.\nMaintain accurate ticket updates, asset details, handoff notes, and operational reporting.\nProvide technical and procedural guidance to onsite staff and elevate service risks as needed.\nDevelop, update, and reinforce SOPs for work execution, shift handoffs, escalation paths, and client specific support.\nCoordinate equipment readiness, deployments, inventory support, and follow up actions for desks, peripherals, and end user hardware.\nSupport cross team training and knowledge sharing across onsite support functions.\nIdentify improvements that increase efficiency, consistency, and service quality.\nSupport operational change management by identifying service changes, deviations, and impacts, then escalating through the appropriate process.\nMonitor coverage, workload distribution, and resource needs, escalating staffing gaps or coverage risks.\nUse dashboards and reporting tools to review queue health, SLA/KPI performance, utilization, and improvement opportunities.\nPeople Management Provide task direction, workload management, coaching, and team development support.\nSupport onboarding and integration of new team members into the Client processes, tools, expectations, and shift operating procedures.\nGuide less experienced colleagues and share performance observations with management without direct disciplinary responsibility.\nDeliver customer specific training on client processes, SOPs, escalation paths, and service requirements.\nIdentify training needs, coaching opportunities, knowledge gaps, and readiness for expanded responsibilities.\nRelationship Management Support operational governance for the onsite team, including clear communication routines, escalation paths, reporting expectations, and shift handoff practices.\nBuild and maintain effective working relationships with client stakeholders, onsite teams, Operations Delivery Manager , external partners.\nReview SOP adherence, service performance, queue trends, and delivery quality; recommend improvement actions where recurring gaps or risks are identified.\nReporting The Team Lead PM Shift position operates in a matrix managed structure supporting the account, including:\nReport to the assigned Team Manager or Operations Delivery Manager for the account.\nPartner closely with onsite support teams, service management, client stakeholders, and cross functional technical teams to coordinate service delivery and escalation activity.\nWhat you have Bachelor’s degree or technical school qualification preferred, or equivalent relevant experience.\nExperience in an IT service environment and leading or coordinating onsite technical support in a fast-paced, client-facing setting.\nIndustry certifications aligned with the supported technologies are preferred.\nExperience leading onsite technical support teams in a fast paced client environment.\nStrong understanding of IMAC, hardware deployment, conference room support, queue management, SLA/KPI tracking, and ticket documentation.\nAbility to balance workloads, monitor utilization, coach team members, and provide development input to management.\nExperience creating SOPs, facilitating training, and supporting knowledge transfer.\nAbility to communicate clearly with technicians, service management, client stakeholders, and cross functional teams.\nDemonstrated leadership in a client facing technical service environment.\nAbility to perform effectively under pressure.\nProfessional presence and the ability to represent Computacenter appropriately in a high touch client environment.\nAbility to build and maintain effective relationships with the client and internal teams.\nClear written and verbal communication skills.\nFamiliarity with ticketing systems, including updates, documentation, prioritization, and follow through.\nStrong organizational skills with the ability to prioritize competing demands.\nGood decision making and problem solving skills.\nWhat you can expect There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.\nAbout us Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world‑renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best‑known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us\n\n#J-18808-Ljbffr","company":"Riseme","rawCompany":"riseme","city":"Buffalo Grove","state":"IL","isRemote":false,"isActive":true,"createdAt":"2026-09-29T03:15:08.341Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Lead Engineer","description":"About the role As Team Lead, you will provide hands-on technical support and day-to-day leadership for onsite service delivery during the assigned shift. The role coordinates workload, provides technical guidance, monitors service performance, and supports consistent execution of client and Computacenter procedures. Primary service areas include IMAC activity, desk and equipment deployments, conference room readiness, end-user support, queue oversight, SLA/KPI performance, documentation, shift handoffs, and continuous improvement.\nWhat you'll be doing This role provides day to day leadership while participating directly in service delivery. Responsibilities include work prioritization, task assignment, technical guidance, service execution, SOP reinforcement, shift handoffs, and cross team coordination. The Team Lead also supports coaching, training, and performance observations for management review; formal appraisals, disciplinary action, and staffing decisions remain with the Team Manager or Operations Delivery Manager.\nCustomer Management Maintain working knowledge of the client and support the service management team in strengthening the customer strategy, operational procedures, and onsite support model.\nImplement operational measures that improve service quality, responsiveness, and customer satisfaction within the defined onsite support scope.\nMonitor service quality using ticket trends, SLA/KPI indicators, observations, and customer feedback, escalating concerns as needed.\nOperational Delivery Lead the team during assigned shift hours while supporting daily service delivery, coverage, and task ownership.\nOwn and perform IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests.\nEnsuring conference room checks are completed, issues are documented, and follow up activity is coordinated with the appropriate teams.\nMonitor queues, aging work, ticket balance, SLA/KPI performance, and workload trends to identify risks and support timely resolution.\nMaintain accurate ticket updates, asset details, handoff notes, and operational reporting.\nProvide technical and procedural guidance to onsite staff and elevate service risks as needed.\nDevelop, update, and reinforce SOPs for work execution, shift handoffs, escalation paths, and client specific support.\nCoordinate equipment readiness, deployments, inventory support, and follow up actions for desks, peripherals, and end user hardware.\nSupport cross team training and knowledge sharing across onsite support functions.\nIdentify improvements that increase efficiency, consistency, and service quality.\nSupport operational change management by identifying service changes, deviations, and impacts, then escalating through the appropriate process.\nMonitor coverage, workload distribution, and resource needs, escalating staffing gaps or coverage risks.\nUse dashboards and reporting tools to review queue health, SLA/KPI performance, utilization, and improvement opportunities.\nPeople Management Provide task direction, workload management, coaching, and team development support.\nSupport onboarding and integration of new team members into the Client processes, tools, expectations, and shift operating procedures.\nGuide less experienced colleagues and share performance observations with management without direct disciplinary responsibility.\nDeliver customer specific training on client processes, SOPs, escalation paths, and service requirements.\nIdentify training needs, coaching opportunities, knowledge gaps, and readiness for expanded responsibilities.\nRelationship Management Support operational governance for the onsite team, including clear communication routines, escalation paths, reporting expectations, and shift handoff practices.\nBuild and maintain effective working relationships with client stakeholders, onsite teams, Operations Delivery Manager , external partners.\nReview SOP adherence, service performance, queue trends, and delivery quality; recommend improvement actions where recurring gaps or risks are identified.\nReporting The Team Lead PM Shift position operates in a matrix managed structure supporting the account, including:\nReport to the assigned Team Manager or Operations Delivery Manager for the account.\nPartner closely with onsite support teams, service management, client stakeholders, and cross functional technical teams to coordinate service delivery and escalation activity.\nWhat you have Bachelor’s degree or technical school qualification preferred, or equivalent relevant experience.\nExperience in an IT service environment and leading or coordinating onsite technical support in a fast-paced, client-facing setting.\nIndustry certifications aligned with the supported technologies are preferred.\nExperience leading onsite technical support teams in a fast paced client environment.\nStrong understanding of IMAC, hardware deployment, conference room support, queue management, SLA/KPI tracking, and ticket documentation.\nAbility to balance workloads, monitor utilization, coach team members, and provide development input to management.\nExperience creating SOPs, facilitating training, and supporting knowledge transfer.\nAbility to communicate clearly with technicians, service management, client stakeholders, and cross functional teams.\nDemonstrated leadership in a client facing technical service environment.\nAbility to perform effectively under pressure.\nProfessional presence and the ability to represent Computacenter appropriately in a high touch client environment.\nAbility to build and maintain effective relationships with the client and internal teams.\nClear written and verbal communication skills.\nFamiliarity with ticketing systems, including updates, documentation, prioritization, and follow through.\nStrong organizational skills with the ability to prioritize competing demands.\nGood decision making and problem solving skills.\nWhat you can expect There’s so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, we provide an attractive mix of benefit plans to contribute to your good health, future financial security, and peace of mind.\nAbout us Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our world‑renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business. We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide. In the US, we support some of the country’s best‑known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta. www.computacenter.com/us\n\n#J-18808-Ljbffr","datePosted":"2026-09-29T03:15:08.341Z","dateModified":"2026-09-29T03:15:08.341Z","hiringOrganization":{"@type":"Organization","name":"Riseme","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Buffalo Grove","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"e75e49ca55d29e40793585cc"},"url":"https://jobsearcher.com/jobs/e75e49ca55d29e40793585cc"}}