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Career Opportunity

Technical Service Team Leader

Type of Employment:

Full-Time

Reports To:

VP Solution Delivery

Compensation:

Commensurate on experience
Position Summary
The Technical Service Team Leader is at the heart of Dynamic’s Technical Services team. The Technical Service Team Leader will tactically manage the completion of technical production orders and lead the team of Technical Service Associates. The role has a broad range of activities from forecasting and scheduling resources to hands on technical work. The role will work cross functionally to understand and prioritize client demand, then apply the team’s resources to meet the necessary performance metrics. The team will apply standard process and best practices to complete the work to a high-quality standard. Efficiency and effectiveness are a focus of this role. As a technical professional you many also get involved in other unique activities for clients as well as internal IT needs. You will mentor, coach, and work side by side with the technical services associates, to assure they perform to their best and are supported, to be successful.
Primary Responsibilities
  • Coach and guide the Technical Associate team
  • Allocate workload and technical activities across the team, using a variety of decision-making criteria
  • Configure systems to customer specification
  • Adopts the use of new imaging software
  • Develops work instructions for client projects
  • Assures adherence to process and work instructions for the team
  • Serves as a subject matter expert for clients and internal resources
  • Keeps pace with new technologies related to our technical services model
  • Solves internal IT infrastructure incidents, works on problem management
  • Participate in project update calls with customers and manufacturers
  • Participate in product/vendor training at discretion of supervisor
  • Communicate with other departments and groups to meet client project needs
  • Serve as a backup for the other members of the Technical Services Team
  • Additional duties and/or projects may be assigned as needed
Requirements
  • CompTIA A+ Certification
  • Windows Configuration
    • MTA: Windows Operating System Fundamentals Certification
    • Windows Server Administration Fundamentals or equivalent experience
  • Networking
    • Competency in networking fundamentals
    • CompTIA Network+ certification or equivalent experience
  • Disk Cloning
    • Experience with Disk cloning software and process
    • Experience with Microsoft Deployment Toolkit
Job Responsibilities
  • Must be eligible to work in the United States
  • Team leading and / or Management experience
  • Experience with hardware/software integration
  • Must have 3-5 years technical IT and service experience.
  • Knowledge of IT Technology and Hardware
  • Proficient in Microsoft Office
  • Knowledge of ERP systems (SAP)
  • Oral and Written Communication – Provides clear, concise, and organized communications
  • Attention to details – procedures and work instructions
  • Competent in researching and discovering new processes and technical systems
  • High level of organization and follow up
  • Technical Credibility – understands and appropriately applies principles, procedures, requirements, regulations, polices and computer knowledge
  • Continual Learning – assesses and recognizes own strengths and weaknesses and pursues self-development
  • Teamwork – fosters teamwork and is supportive of other team members and achieving team goals
  • Project management of IT initiatives
  • A proven team player
  • Cyber Security exposure and competency
  • Continuous Improvement (Lean concepts)
  • Desktop, network, server, cloud, Mobility
  • End user experience context
  • Windows, other operating systems
  • Resource allocation and scheduling
  • Enterprise tools experience – ERP, work order, Incident management, etc.