Deskside Support Lead at HCL Technologies

Title: FSO Lead

Location: Washington, DC 

Employment Type: Full Time

Job Summary

The CMS team Lead will be responsible to manage a team of individuals who works in the Computer Maintenance Services team. Act as a SPOC to client needs and issue handling client escalations at client site. Designs, recommends, and implements strategies for meeting client needs. Provides work direction and mentoring for personnel in the team.  The CMS team lead should have hand on experience with respect to technologies and closely work with the team for technical issues.

Essential Duties and Responsibilities

• Leading a team of dedicated individuals in the Computer Maintenance Service spaces. People management experience is required along with working technical expertise.
• Basic Windows 10 and 11 Operating System troubleshooting. Re-images desktops and laptops, as needed, and deploys new equipment to end users.
• Expertise in the area of Hardware Maintenance (Desktop Support and Laptop support), PC refresh, Printer Support. Supports desktop maintenance, including inventory and software distribution, and security maintenance.
• Maintains constant communication with Desktop support technicians to ensure that tickets are accepted, worked on and resolved within SL. Manages Desktop Support Personnel; include hiring, personnel actions, and performance management.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction. Daily maintenance and incident/problem resolution for escalation of desktop support related issues.
• Develops end-user documentation and instructions. Document all user requests and actions taken in ServiceNow ticketing system.
• Participate in special projects as required.
• Tracks and updates the movement of all IT assets (laptops, desktops, etc.) within the stipulated tracking system(s) and within time constraints
• Retrieves equipment from departures to be re-imaged, reassigned, and updated in inventory
• Performs advanced diagnostics, analysis, repairs, or replacement hardware for PC’s, laptops, and peripherals including AV
• Follows set policies and procedures when assisting clients to ensure proper handling of requests
• Supports continuous improvement in the process and quality of the operations
• Provide support for escalated issues from help desk analysts

 Skills and Abilities 

• Effective communication and interaction with employees, clients, and colleagues and the ability to work effectively with all levels of the organization. Technical and People Management experience is a must.
• Excellent written and verbal communication skills
• Must be able to articulate technical terms to business / non-tech savvy users.
• Always Maintains a professional attitude and appearance providing excellent customer service, to include maintaining a good work ethic and assisting other analysts when needed
• Provides leadership and mentors team members to transfer skills.
• Ability to work well under pressure and to meet deadlines as needed.

Education / Expertise

• A bachelor's degree in computer science or related degree preferred, or a combination of education, training, and work experience
• Minimum 5-7 years' experience in increasingly complex roles supporting end users and leading a team at the site level.