ID
#43843958
Job type
Contract
Salary
BASED ON EXPERIENCE
Source
eXcell, a division of CompuCom Systems, Inc.
Date
2022-07-04
Deadline
2022-09-02

Team Lead

Massachusetts, Boston, 02163

Contract

Vacancy expired!

eXcell has been staffing IT professionals at the top Fortune 100 companies for over two decades. Whether you are looking for a lower-level IT position or a high-level executive position, we are here to help you find the right opportunity. We are currently seeking a talented Team Lead to join a business school for an onsite position. This is 6 month contract with possibility of extension Responsibilities:

Directs and / or controls the activities of specified account functional areas or service groups
Mentors, trains, and provides professional guidance to team members
Designs and builds operational network of resources for assigned geography or account that supports best practice service delivery processes, maintains cost efficiencies, and provides an enhanced customer service experience
Aligns organization in support of CompuCom strategy implementation across the team

The Team Lead is responsible for managing a team of technical professionals. The position requires the ability to communicate at all levels of the organization and ability to oversee assignments. Manages the personnel performing on-site routine services via staff aug, managed services, or leveraged dispatch servicesProvides oversight to technical teams and associated management performing installation, maintenance, and repair:

Leads a team of approximately 10 technicians
Ensures company policies and procedures are followed by the team members

Builds a flexible, scalable, and intelligent service area design in order to drive delivery attainment and outstanding customer service experiences resulting in meeting and / or exceeding contracted Service Level AgreementsAssists in Interviews, hires, and trains new Associates Builds a team that consistently demonstrates outstanding customer service experience:

Assists in goal setting, skill enhancement and performance reviews
Investigates and resolves issues resulting from substandard performance
Provides support and guidance to staff to ensure timely delivery of quality customer services
Works to mitigate the impact of service failures and improve quality processes
Ensures all customer issues are satisfactorily resolved
Delivers to or exceeds customer contractual expectations

Provides training to service staff as needed:

Ensure that the resources are properly trained to meet service objectives
Oversees the scheduling and training of CFS technicians

Maintains sound knowledge and understanding of current methodologies, technologies, services and tools:

Designs, improves, and supports established and emerging best practices for incident management, demand capacity load balancing, and technology employment
Develops proficiencies in case management systems for self and subordinates

Provides professional client interaction in multiple roles:

Manages and resolves issues internally through coordination with other Business Units (BU)
Addresses customer enquiries, resolves issues and obtains customer feedbacks proactively

Manages Continual Service Improvement through detailed operations reviews:

Monitors and builds improvement plans around Key Performance Indicators (KPI)
Builds communication plans and mentors technicians with deficient KPI performance
Continually refines delivery design for assigned service geography or customer account

Full COVID-19 vaccination may be required.W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. eXcell Supports Equal Employment Opportunity eXcell , a division of CompuCom Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.

Vacancy expired!

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