Lead Engineer

Computacenter; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Computacenter is seeking a hands-on Team Lead to provide day-to-day leadership for onsite service delivery across assigned shift hours. You will coordinate workload, guide technicians, monitor performance against SLAs, and ensure consistent execution of Computacenter procedures.

You will also support coaching, training, and performance observations for management review, while shift handoffs and staffing decisions stay with the Team Manager or Operations Delivery Manager.

Qualifications

• Experience in an IT service environment and leading or coordinating onsite technical support.
• Experience delivering client-facing onsite technical support.
• Experience leading or coordinating teams during shifts.
• Strong understanding of IMAC, hardware deployment, and conference room support.
• Ability to balance workloads and coach team members.

Responsibilities

• Provide day-to-day leadership while participating in service delivery.
• Prioritize tasks, assign work, provide technical guidance, and reinforce SOPs.
• Support coaching, training, and performance observations for management review.
• Coach and onboard new team members to client processes and tools.
• Monitor queues, SLA/KPI performance, and reporting to identify risks.

Skills

IT service environment

On-site technical support leadership

Ticketing systems

SLA/KPI tracking

Coaching & training

Communication

Problem solving

Time management

Education

Bachelor’s degree or technical school qualification

Tools

Ticketing systems

Job description

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.

What 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.

Customer Management

• Maintain working knowledge of the client and support the service management team in strengthening the customer strategy, operational procedures, and onsite support model.
• Implement operational measures that improve service quality, responsiveness, and customer satisfaction within the defined onsite support scope.
• Monitor service quality using ticket trends, SLA/KPI indicators, observations, and customer feedback, escalating concerns as needed.

Operational Delivery

• Lead the team during assigned shift hours while supporting daily service delivery, coverage, and task ownership.
• Own and perform IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests.
• Ensuring conference room checks are completed, issues are documented and follow up activity is coordinated with the appropriate teams.
• Monitor queues, aging work, ticket balance, SLA/KPI performance, and workload trends to identify risks and support timely resolution.
• Maintain accurate ticket updates, asset details, handoff notes, and operational reporting.
• Provide technical and procedural guidance to onsite staff and elevate service risks as needed.
• Develop, update, and reinforce SOPs for work execution, shift handoffs, escalation paths, and client specific support.
• Coordinate equipment readiness, deployments, inventory support, and follow up actions for desks, peripherals, and end user hardware.
• Support cross team training and knowledge sharing across onsite support functions.
• Identify improvements that increase efficiency, consistency, and service quality.
• Support operational change management by identifying service changes, deviations, and impacts, then escalating through the appropriate process.
• Monitor coverage, workload distribution, and resource needs, escalating staffing gaps or coverage risks.
• Use dashboards and reporting tools to review queue health, SLA/KPI performance, utilization, and improvement opportunities.

People Management

• Provide task direction, workload management, coaching, and team development support.
• Support onboarding and integration of new team members into the Client processes, tools, expectations, and shift operating procedures.
• Guide less experienced colleagues and share performance observations with management without direct disciplinary responsibility.
• Deliver customer specific training on client processes, SOPs, escalation paths, and service requirements.
• Identify training needs, coaching opportunities, knowledge gaps, and readiness for expanded responsibilities.

Relationship Management

• Support operational governance for the onsite team, including clear communication routines, escalation paths, reporting expectations, and shift handoff practices.
• Build and maintain effective working relationships with client stakeholders, onsite teams, Operations Delivery Manager, external partners.
• Review SOP adherence, service performance, queue trends, and delivery quality; recommend improvement actions where recurring gaps or risks are identified.

Reporting

The Team Lead PM Shift position operates in a matrix managed structure supporting the account, including:

• Report to the assigned Team Manager or Operations Delivery Manager for the account.
• Partner closely with onsite support teams, service management, client stakeholders, and cross functional technical teams to coordinate service delivery and escalation activity.

What you have

• Bachelor’s degree or technical school qualification preferred, or equivalent relevant experience.
• Experience in an IT service environment and leading or coordinating onsite technical support in a fast-paced, client-facing setting.
• Industry certifications aligned with the supported technologies are preferred.
• Experience leading onsite technical support teams in a fast-paced client environment.
• Strong understanding of IMAC, hardware deployment, conference room support, queue management, SLA/KPI tracking, and ticket documentation.
• Ability to balance workloads, monitor utilization, coach team members, and provide development input to management.
• Experience creating SOPs, facilitating training, and supporting knowledge transfer.
• Ability to communicate clearly with technicians, service management, client stakeholders, and cross functional teams.
• Demonstrated leadership in a client facing technical service environment.
• Ability to perform effectively under pressure.
• Professional presence and the ability to represent Computacenter appropriately in a high touch client environment.
• Ability to build and maintain effective relationships with the client and internal teams.
• Clear written and verbal communication skills.
• Familiarity with ticketing systems, including updates, documentation, prioritization, and follow through.
• Strong organizational skills with the ability to prioritize competing demands.
• Good decision making and problem-solving skills.

What 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.

About 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