Skills

Communication ServiceNow Customer Service Windows Windows 10 TCP/IP

Job Specifications

Position Desktop/Field Services Team Lead

Location: Brampton, ON (Onsite)

Job Description: :

Deskside/Field Services Lead will be heading a team of 10-20 technician and will be responsible for their productivity, technical skill development, leave, behavior amongst other things. This Deskside Team Lead position requires periodic night and weekend work to ensure the success of the Deskside Support operation. The selected candidate will have responsibilities in this role include, but are not limited to the following:

Leads a staff of Deskside Support Technicians to ensure the successful attainment of Service Level Agreement metrics.
Lead will be responsible for the hygiene associated with the tickets assigned to his team
Defines and sets team direction and provides guidance to members of team.
Responsible for the inventory control as well as AMDB accuracy of their site/sites
Leads the installation and support of PCs, laptops, printers, peripherals, and connected equipment in an IT Enterprise environment
Assists Deskside teams with the application of basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
Applying a thorough knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 7 operating system and Windows 10 and MACs to resolve customer workstation issues.
Additional Responsibilities
Will be responsible for time sheet, leave management of their team
Will be responsible for managing the team off hours and weekend roster
Will be responsible for managing the SNOW Q for their region
Will work as escalation point of all escalations associated with the team
Will work with Deskside manager and HR for conducting disciplinary action against team members
Will be responsible for timely completion of projects assigned to team members
Will work on resolving all escalations, along with Deskside manager, resulting for their team
Will generate reports from SNOW daily to gauge productivity of team and weed out any in efficiencies
Will work under the directives of Deskside Manager and Project manager to complete projects in a timely manner
Qualifications:
Must have a minimum of 4 years of experience in leading and managing a team of IT Deskside Support technicians.

Must have demonstrated experience managing staff using metrics to drive performance.
Must have experience managing teams and technologies that span across all end-user hardware and software.
Team player with good communication, organizational, and strong interpersonal skills.
Able to prioritize and drive to results with a high emphasis on quality
Experience using IT Service Management software (ServiceNow, Remedy)
Ability to lift and move equipment 40lbs.+
Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email.
ITIL Certification.
It would be great if you also had
Microsoft Certified Help Desk Support Technician
Apple Certified Mac Technician
CompTIA A+"

Thanks & Regards,

SHIV PRASAD

Raas Infotek Corporation.

262 Chapman Road, Suite 105A,

Newark, DE -19702

Direct No: 302-286-9858 Ext: 114

Email: Shiv.prasad@raasinfotek.com

About the Company

Raas Infotek is a full spectrum global Information Technology services company, providing end-to-end business solutions to our global clientele - collaborating with them to design, develop and implement solutions to add value to their business. For close to Five years now, we have consistently contributed to the business growth of our customers which is why, we consider engagements with our customers as an enduring relationship and work towards adding value to our customer's business growth. Some of our customers have been ... Know more