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Desktop Support Team Lead

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Date: Jan 7, 2022

Location: Bethlehem, PA, US

Company: NTT DATA Services

Req ID: 156681 

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 Team Lead to join our team in Bethlehem, Pennsylvania (US-PA), United States (US).

The Desktop Support Team Lead is the primary technical SME for NTTD Technicians.  The Lead Technician will support and enhance the technical capabilities of the Field Technicians.

 

This position requires employee to be fully vaccinated, to the extent required by applicable law.

 

  • Responsible for onsite quality assurance, technical field training, and SME support.  Coordinates with Client Engineering Team on all technical / environmental updates. Performs complex field jobs
  •  Prioritize assigned day-to-day desktop support requirements via ITSM Tool  in order to meet established service level agreements.
  • Provides daily direction to Regional Field Service Team
  • Assess the Technical Capabilities of Field Service Team and makes pertinent recommendations
  • Conducts Training Sessions to maintain technical staff capabilities
  • Utilizes ITIL standards for Incident, request, configuration, change and problem management
  • Works with the service management and delivery manger team for continuous improvement
  • Knowledge to provide support and training for core software (MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets
  • Accessible 24/7 for support services for other NTTD team members and/or customer in the event of a high severity ticket
  • Participates in IT bridge class when necessary for troubleshooting technical issues that NTTD supports
  • Handles escalations from NTTD team members and Intermediates brought to lead technician for resolution
  • Provide mentoring, training and guidance in regards to troubleshooting and diagnosis to all other field service technicians
  • Analyzes moderately complex to complex problems and takes corrective action at the service area level
  • Participate in all compatibility testing prior to rollout of any new image
  • Provide cross training and knowledge transfer amongst team members
  • Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
  • Provide strategic leadership and planning for technical support of Client end user devices
  • Performs detailed Root Cause Analysis on CSAT & DSAT results

 

 

Basic Qualifications

  • 4+ years working in an IT environment

 

 

Preferences

  • Team lead or supervisory experience
  • Proven customer service skills
  • Understanding of ITIL processes and principals 
  • Excellent verbal and written communication skills 
  • Ability to create and document processes 

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 will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.


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