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    eXcell, a division of CompuCom Systems, Inc.
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Team Lead

Massachusetts, Boston, 02163 Boston USA

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.

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