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Desktop Support Depot Team Lead

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Date: Jun 4, 2022

Location: Austin, TX, US

Company: NTT DATA Services

Req ID: 191938 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Desktop Support Depot Team Lead to join our team in Austin, Texas (US-TX), United States (US).

Basic Job Duties

• Leads service delivery (IMAC, Break Fix, Desk Side Support) according to Client policies and procedures

• Coordinates with end users on expectations and availability to conduct services

• Leads trouble shooting, parts replacement, system upgrades and basic deployments and repair on Client assets

• Identifies potential issues that could adversely impact End User experience and follows through on action steps

• Leads use of advanced tools/technical knowledge to remediate client problems and conduct scheduled installations

• Provides technical feedback on technical process issues to improve overall service delivery

• Strives to meet Client service level agreements/objectives and customer satisfaction goals

• Resolves or escalates to Associate Director according to Client service management processes on issues that impact a Client End User and/or an entire operation at a site

• Leads basic installation and maintenance of technical products

• Follows predefined procedures and tasks in everyday activities

• Assists in reviews of technician work 

• Reviews, troubleshoots and approves operational quality desktops, notebooks, printers and associated peripherals

• Leads installation, maintenance and optimization of desktop/notebook configurations at Client site

• Leads diagnostics and resolves product performance problems

• Leads maintenance and repair services

• Ensures customer satisfaction by advising customers on preventative maintenance and configurations which may impact product performance

• Instructs customer in the operation and maintenance of the system  


Skills, Job Competencies, Certifications 

• Must have proven customer service background

• Individual will be knowledgeable of Windows operating system environment

• Able to comprehend and follow verbal and written technical instructions and scripts

• Qualified resources should have A+ certification or equivalent skill set, basic Windows troubleshooting will be involved

• Certification in various hardware platforms may be optionally required for servicing hardware issues

• Individual must have the ability to receive calls during the normal business day and after hours

• Physically be able to lift and move Enterprise and Client technology hardware in Client environment

• Excellent verbal and written communication skills with emphasis in customer services, including experience handling difficult customers and conflict resolution

• Excellent interpersonal skills and ability to work collaboratively in a team environment

• Ability to respond to night and weekend on-site work as requested.  


Specifically for Depot

• Lead role will be responsible for overseeing the moving and setup of end user equipment, review technicians' ability to follow written and/or verbal guidance to perform low-level configuration of desktop/notebook computer equipment.

• In addition, this position will be responsible for leading the receiving and the initial inventory control of new equipment & parts received at the customer site (depot). 

• Responsible for leading the delivery and/or shipping parts to Field Service Team and/or End User.

• Ability to evaluate technician performance and provide coaching and feedback.

• Ability to lead technician time and schedules and provide input for leave approval.


Basic Qualifications

  • 4+ years of IT experience

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Austin

Job Segment: Technical Support, Manager, User Experience, Consulting, Technology, Management