Team Lead - Pomeroy Technologies

Description: Responsible for leading and overseeing the daily service operations and administrative support for the site including coordinating the activities of the deskside technicians, server technicians, supporting the sales operation, and monitoring the status of service related service requests and expenses. Works on assignments that are extremely complex in nature where independent action and a high degree of initiative are required in resolving problems and developing recommendations. General Function: The Site Team Lead will work with other site functional and technical employees to improve work processes and practices through the application of computer technology. In addition, he/she will have excellent analytical and problem solving skills, strong communication skills (written and oral), and have the ability to work independently in a team environment (as needed). Essential Duties & Responsibilities: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position. * Adhere to strict SLA's * Customer escalation contact point * Responsible for the timely resolution of break fix calls and handling escalations Supervisory Responsibilities: * Oversee work flow * Mentor and assist with technician development Minimum Knowledge, Skills and Abilities required: * 5 years break fix work * Hardware and software troubleshooting * Basic network troubleshooting * A Certification * Attention to details and accurate documentation * Exceptional interpersonal skills. * Excellent written and verbal skills * Experience leading small projects or small teams * Positive and flexible attitude * Customer service focused Physical and Mental Demands The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by multi-media; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand and move about to accomplish tasks, particularly for long distances or moving from one work site to another. Must have ability to ascend and descend stairs. Specific vision abilities required by this job include close vision and the ability to adjust focus. Mental Demands While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple, concurrent tasks; and interact with colleagues, Clients and Vendors. Specific incumbent must maintain composure in a fast paced, high quality environment where personal and team accountabilities are the defining factors. General office environment Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time. Work is generally performed within an office environment, with standard office equipment available.

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