Onsite Service Delivery Lead

Computacenter AG & Co. oHG; New York (NY); On-site; USD 120,000 - 150,000; Full time

Job summary

Computacenter AG & Co. oHG's US team is seeking a Team Lead to manage onsite service delivery across shifts in a fast-paced environment. You will direct a technical team, coordinate IMAC activity, desk setups, and end-user support while ensuring client procedures are followed.

You will mentor staff, drive SOPs, monitor SLA/KPI performance, and collaborate with cross-functional teams and client stakeholders to maintain service excellence.

Qualifications

• Bachelor’s degree or technical qualification preferred or equivalent relevant experience.
• Experience leading onsite technical support in a fast-paced, client-facing setting.
• Industry certifications aligned with supported technologies are preferred.

Responsibilities

• Lead the team during assigned shift hours while supporting daily service delivery, coverage, and task ownership.
• Own IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests.
• Monitor queues, aging work, ticket balance, SLA/KPI performance, and workload trends to identify risks and support timely resolution.
• Provide coaching, training, and performance observations for management review; manage escalations with the Team Manager or Operations Delivery Manager.
• 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.

Skills

Team leadership

Onsite support

Shift coordination

Stakeholder management

SLA/KPI tracking

SOP development

Coaching

Communication

Education

Bachelor’s degree or equivalent

Tools

Ticketing systems

Job description

Computacenter AG & Co. oHG's US team is seeking a Team Lead to manage onsite service delivery across shifts in a fast-paced environment. You will direct a technical team, coordinate IMAC activity, desk setups, and end-user support while ensuring client procedures are followed.

You will mentor staff, drive SOPs, monitor SLA/KPI performance, and collaborate with cross-functional teams and client stakeholders to maintain service excellence.