Dieses Jobangebot ist archiviert und steht nicht mehr zur Verfügung.
Vakante Jobangebote finden Sie unter Projekte.

IT Support Lead

Eingestellt von CompuCom

Gesuchte Skills: Support

Projektbeschreibung

IT SUPPORT LEAD CHICAGO, IL 7 MONTH CONTRACT, EXTENSION POSSIBLE

At COMPUCOM, we set you up for job success right from the start. Our precision recruiting process aligns the right fit for the right people.

HOURS: M F, 7AM 3PM

The IT Support Lead will assist with leading a team that provides post-conversion support to meet the daily requirements associated with converting 25,000+ enterprise end users to the Windows 7. The Support Lead will be part of the post-conversion team responsible for triaging end user reported issues after the conversion process. This team will assist in troubleshooting, the dispatch process, and provide escalation. The post conversion team will own the incident until resolution.

LEAD RESPONSIBILITIES

- Manage a Help Desk Call Center that fields incoming support calls.
- Open Remedy tickets and resolve issues or escalate as needed.
- Assist end users to locate application catalog for user specific applications not part of the automated install.
- Perform user password resets using the reset password tool. Work with scheduling team to reschedule migrations.
- Coordinate with conversion team to address issues that arose during the migrations the night before.
- Provide 2nd level support for issues that support techs are unable to resolve prior to escalation to 3rd level teams.
- Monitors work of team and interfaces with end users and/or technical support teams on matters as needed.
- Conducts routine status meetings to review project deliverables and deadlines.
- Oversees the daily risks, issues/problems, and activity progress to ensure goals are achieved. Assists with problem resolution or risk mitigation as needed.
- Performs research and analysis to support business operations and presents findings to management.
- Enables interactions to ensure proper workflow and escalation processes are defined and met.
- Identifies best practices and/or coordination process gaps or areas for improvement, recommends and implements solutions.
- Guides team on modifications to business practices, processes and/or procedures.
- Interacts frequently with technical teams (Site Architecture, End User Computing, Field Services and Service Desk).

QUALIFICATIONS/SKILLS

- Demonstrated Help Desk Lead experience
- Good working knowledge of Windows 7 in an AD environment
- Minimum of 10 years experience that includes field support and supervisory roles
- Comprehensive experience with Windows 7 and supporting users in a migration
- Experience with SCCM remote tools
- Working knowledge of Incident Management Remedy
- Experience with advanced troubleshooting
- Ability to set clear expectations, manage team performance and build high morale among team
- Ability to persuade and influence others on the best approach to take
- Excellent verbal and written communication skills to audiences of various levels in the organization
- Creative, process driven, thinking

Dallas-based CompuCom Systems, Inc. is a leading provider of end user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow, and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America.

Projektdetails

  • Einsatzort:

    Chicago, Vereinigte Staaten

  • Projektbeginn:

    asap

  • Projektdauer:

    7 month Contract

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

CompuCom