Lead Engineer, HelpDesk​/Support, IT Support

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This is an internal position.

As Team Lead, you will provide hands‑on technical support and day‑to‑day leadership for onsite service delivery during the assigned shift. The role coordinates workload, provides technical guidance, monitors service performance, and supports consistent execution of client and Computacenter procedures. Primary service areas include IMAC activity, desk and equipment deployments, conference room readiness, end‑user support, queue oversight, SLA/KPI performance, documentation, shift handoffs, and continuous improvement.

This role provides day to day leadership while participating directly in service delivery. Responsibilities include work prioritization, task assignment, technical guidance, service execution, SOP reinforcement, shift handoffs, and cross team coordination. The Team Lead also supports coaching, training, and performance observations for management review; formal appraisals, disciplinary action, and staffing decisions remain with the Team Manager or Operations Delivery Manager.

• Maintain working knowledge of the client and support the service management team in strengthening the customer strategy, operational procedures, and onsite support model.
• Implement operational measures that improve service quality, responsiveness, and customer satisfaction within the defined onsite support scope.
• Monitor service quality using ticket trends, SLA/KPI indicators, observations, and customer feedback, escalating concerns as needed.

• Lead the team during assigned shift hours while supporting daily service delivery, coverage, and task ownership.
• Own and perform IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests.
• Ensuring conference room checks are completed, issues are documented, and follow up activity is coordinated with the appropriate teams.
• Monitor queues, aging work, ticket balance, SLA/KPI performance, and workload trends to identify risks and support timely resolution.
• Maintain accurate ticket updates, asset details, handoff notes, and operational reporting.
• Provide technical and procedural guidance to onsite staff and elevate service risks as needed.
• Develop, update, and reinforce SOPs for work execution, shift handoffs, escalation paths, and client specific support.
• Coordinate equipment readiness, deployments, inventory support, and follow up actions for desks, peripherals, and end user hardware.
• Support cross team training and knowledge sharing across onsite support functions.
• Identify improvements that increase efficiency, consistency, and service quality.
• Support operational change management by identifying service changes, deviations, and impacts, then escalating through the appropriate process.
• Monitor coverage, workload distribution, and resource needs, escalating staffing gaps or coverage risks.
• Use dashboards and reporting tools to review queue health, SLA/KPI performance, utilization, and improvement opportunities.

• Provide task direction, workload management, coaching, and team development support.
• Support onboarding and integration of new team members into the Client processes, tools, expectations, and shift operating procedures.
• Guide less experienced colleagues and share performance observations with management without direct disciplinary responsibility.
• Deliver customer specific training on client processes, SOPs, escalation paths, and service requirements.
• Identify training needs, coaching opportunities, knowledge gaps, and readiness for expanded responsibilities.

• Support operational governance for the onsite team, including clear communication…