Deskside Services Lead Technician– End User Services

Deskside Services Lead Technician– End User Services

The position of Deskside Services Lead Technician balances technical duties with leadership responsibilities, ensuring a high level of service and operational efficiency.

The Deskside Services Lead Technician is responsible for overseeing end-user services for a dedicated client engagement, coordinating and managing daily and weekly activities. This role includes leading a team to ensure adherence to service level agreements (SLAs), triaging issues, and facilitating bridge calls. The Technician will handle a diverse range of tasks requiring judgment in analyzing hardware and data, while selecting methods and techniques for problem resolution.

This position also involves working closely with internal teams, clients, and stakeholders to provide solutions, manage escalations, and report on progress.

Any incumbent in this position is expected to perform all the duties of this job description at a minimum level of satisfactory as determined by this position's ADSL managers and/or the ADSL client(s) this position may be assigned to support. If the incumbent is given a separate job description or a different protocol/guideline or expectation by an ADSL client, the incumbent will immediately notify this position's immediate manager at ADSL so that the ADSL manager can ensure the ADSL and client job descriptions are compatible and aligned.

The incumbent in this position understands that the "at will" employment relationship which ADSL has with all of its employees also applies to the assignment of the incumbent to an ADSL client. Therefore, the incumbent understands that an ADSL client may end the incumbent's assignment with the client at any time and at the ADSL client's sole discretion. In such cases, ADSL's continued employment of the incumbent in this position will be evaluated on a case-by-case basis, and be further subject to ADSL's business needs and the terms of the "at- will" relationship which ADSL has with all of its employees.

Essential duties for the position include, but are not limited to, the following:

• Client Relationship & Management
  :
  • Demonstrates excellent communication and documentation skills
  • Acts as the primary point of contact (PoC) for the client, ensuring efficient problem resolution and adding value to the business
  • Represents the tech bar during all meetings, prepared to discuss the team’s progress and needs
• Support & Logistics:
  • Oversees the management of incoming laptop requests, including packaging and delivery, both in person and remotely
  • Coordinates with the shipping team to manage laptop inventory and logistics
• Asset Management:
  • Maintains and updates asset data in the relevant management tools in accordance with compliance policies (data protection, retention)
  • Ensures the inventory tracker/tool is current, providing up-to-date information for stakeholders to guide next steps
• Leads and trains new hires, ensuring they are integrated smoothly into the team
• Monitors the team’s performance and addresses any gaps or inefficiencies
• Process Improvement:
  • Identifies gaps in current processes and contributes new ideas for improvements
  • Helps to implement changes in processes that show tangible results
• Space Management:
  • Ensures that the tech bar space is organized and managed effectively, ensuring laptops and equipment are readily available for production needs
• Backup Support:
  • Provides backup support to other technicians during absences or peak periods
• Other Duties as Assigned:
  • Assumes additional responsibilities as required, providing flexibility and support in meeting the team’s and client’s needs
• Additional duties may be required based on business needs.