IT Service Delivery Team Lead

1 week ago


Selma, Alabama, United States HCL Technologies Full time
Job Description:

As a key member of the Field Services Operations team at HCL Technologies, you will play a pivotal role in delivering exceptional IT services to our clients. Reporting directly to the Field Services Manager, this position requires a seasoned professional with 4-7 years of experience in service delivery and end-user hardware and software configuration troubleshooting.

This is a highly collaborative role that involves frequent interaction with end-users, peers, and managers. Your primary responsibility will be to provide high-quality support with excellent customer service, technical expertise, and timeliness. You will work closely with a team of 25-30 technicians across various locations, managing shift planning, resource productivity, and ensuring security compliance.

Key Responsibilities:
  • Manage a team of field engineers to ensure seamless service delivery
  • Develop and implement effective training programs to enhance team productivity
  • Collaborate with vendors for provision of end-user support
  • Provide IT support for on-site events and meetings
  • Ensure adherence to SLAs and contract requirements

In addition to these responsibilities, you will also be responsible for leading the team by providing technical and process assistance, installing and configuring desktops, laptops, mobile devices, and associated peripherals and related software. You will perform break-fix, desk-side support, IMACDs, data migration, refreshes, and health checks.

Your analytical thinking and problem-solving skills will be essential in identifying potential issues that could adversely impact end-user experience. You must follow through on action steps to prevent these issues from occurring. Effective communication and collaboration are crucial in this role, as you will manage the ticket queue and ensure tickets are resolved and closed within defined service level agreements.

Requirements:

To succeed in this role, you must possess:

  • A Bachelor's degree in Computer Science, Information Systems, or an equivalent combination of education and experience
  • At least 4-7 years of experience in service delivery and end-user hardware and software configuration troubleshooting
  • Excellent customer service orientation and verbal communication skills
  • Experience supporting Windows Operating Systems, MS Office, VPN, local and network printing, notebooks, and mobile devices

We offer a competitive salary range of $80,000 - $120,000 per annum, depending on experience, plus a comprehensive benefits package including medical, dental, and vision insurance, 401(k) matching, and paid time off. If you are a motivated and results-driven professional looking for a new challenge, please submit your application.



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