Desktop Support Lead | IT Operations & Team Coach

HCL Technologies Limited; Dearborn (MI); Sur place; USD 70 000 - 100 000; Plein temps

Résumé du poste

HCL Technologies Limited in Dearborn, MI seeks an IT Support Team Lead to oversee Walk Up IT technicians locally and remotely. You’ll be accountable for employee and client satisfaction, mentor staff, and drive continuous improvement in service delivery.

This role requires strong leadership, 3+ years in IT support, excellent communication, and the ability to manage a defined scope of services while coordinating with clients. Travel may be required, and a passport is beneficial.

Qualifications

• Must possess strong leadership skills.
• At least 3+ years of IT support experience.
• Exceptional time management skills.
• Strong written and verbal communication skills.
• Ability to work independently.
• Must be detail oriented.
• Must have a sense of urgency.
• Ability to manage within a defined scope of services.
• Strong Microsoft Office skills (Outlook, SharePoint, Word, Pivot Tables and Excel).
• Familiarity with ticketing systems, such as Remedy.
• Ability to manage remote employees.
• Experience with goal setting.

Responsabilités

• Oversight of Walk Up IT technicians both locally and remote.
• Accountable for employee/client satisfaction.
• Support recruiting activities through interviewing and sourcing candidates.
• Motivate, mentor, and develop employees.
• Conduct one-on-ones, team meetings, and performance assessments.
• Recognizes and motivates team.
• Addresses attendance and performance issues.
• Drives continuous improvement of productivity.
• Assist with resource management, forecasting and planning.
• Documents processes, procedures, and Best Business Practices.
• Develops and enhances workflows and process improvement plans.
• Work with client to resolve performance and operational issues.
• Presents metrics and analysis on the overall health of the program.
• Provides input and support to new business opportunities.
• Performs other duties as assigned

Connaissances

Leadership

IT support

Time management

Communication

Independent work

Detail oriented

Urgency

Remote management

Goal setting

Microsoft Office

Remedy

Outils

Remedy

Description du poste

HCL Technologies Limited in Dearborn, MI seeks an IT Support Team Lead to oversee Walk Up IT technicians locally and remotely. You’ll be accountable for employee and client satisfaction, mentor staff, and drive continuous improvement in service delivery.

This role requires strong leadership, 3+ years in IT support, excellent communication, and the ability to manage a defined scope of services while coordinating with clients. Travel may be required, and a passport is beneficial.