Team Lead
Pomeroy Technologies
Job Description
A Desktop Support Team Lead supervises daily IT desktop operations, acting as the primary escalation point for complex technical issues, managing Service Level Agreements (SLAs), and mentoring staff. They oversee hardware/software deployment, handle ticket queue management, and ensure high-quality customer support. Key responsibilities include workload balancing, creating technical documentation, and reporting on performance metrics.
Key Responsibilities and Duties: Team Leadership & Mentorship: Lead and mentor technicians, providing training, guidance, and performance feedback. Manage team schedules, shifts, and on-call rosters. Operational Support & Escalation: Act as the primary escalation point for complex technical issues, ensuring prompt resolution to meet SLA targets.
Asset & Infrastructure Management: Oversee the installation, configuration, and maintenance of workstations, software, and peripherals. Process Improvement & Documentation: Create and maintain knowledge base articles and standard operating procedures (SOPs). Identify recurring issues to improve efficiency.
Project Coordination: Lead IT-related projects, such as hardware refreshes, software rollouts, and office moves. Required Skills and Qualifications: Experience: Minimum of 3 years in desktop support or similar roles, with previous leadership experience. Technical Knowledge: Proficiency in Windows/Mac OS, Active Directory, network troubleshooting, and imaging tools.
Soft Skills: Strong communication, interpersonal, and analytical problem-solving abilities. LI-JM1