Onsite Service Delivery Lead - IT & IMAC Expert

RiseMe; Buffalo Grove (IL); On-site; USD 85,000 - 115,000; Full time

Job summary

Computacenter is seeking a Team Lead to provide hands-on onsite service delivery and frontline leadership during the assigned shift. You will coordinate workload, guide technicians, and ensure adherence to client procedures and SOPs.

The role emphasizes coaching, performance reviews, and continuous improvement in a fast-paced client environment with strong focus on service quality and ticket discipline.

Qualifications

• Bachelor’s degree or technical qualification preferred, or equivalent experience.
• Experience in an IT service environment and coordinating onsite technical support.
• Industry certifications aligned with supported technologies are preferred.

Responsibilities

• Lead the team during assigned shift hours and support daily service delivery.
• Perform IMAC activity, desk setups, hardware moves, and onsite support requests.
• Ensure conference room checks are completed and follow-up is coordinated.
• Monitor queues, SLA/KPI performance, and workload trends to identify risks.
• Maintain accurate ticket updates, asset details, and handoff notes.
• Provide technical and procedural guidance to onsite staff and escalate risks.
• Develop and reinforce SOPs for work execution and escalation paths.
• Coordinate equipment readiness and deployments, inventory support, and end-user hardware.
• Support cross-team training and knowledge sharing.
• Identify improvements to increase efficiency and service quality.

Skills

Team leadership

IT service delivery

IMAC activity

SLA/KPI tracking

Ticketing systems

SOP development

Coaching / training

Education

Bachelor’s degree or technical qualification

Tools

ITSM tools

SOP documentation

Job description

Computacenter is seeking a Team Lead to provide hands-on onsite service delivery and frontline leadership during the assigned shift. You will coordinate workload, guide technicians, and ensure adherence to client procedures and SOPs.

The role emphasizes coaching, performance reviews, and continuous improvement in a fast-paced client environment with strong focus on service quality and ticket discipline.