Team Lead - Deskside Support bei Pomeroy Technologies, LLC

Team Lead Responsibilities

• Assisting Service Manager with interviewing of candidates (technical portion)
• Ticket analyzation.  (In the last 12 months the west region closed ~30,000 total tickets)
  • Ensuring regional techs have proper updates on ticket every 3 days
  • Ensuring tickets are within SLA and reaching out to techs whose tickets are about to breach
  • Ensuring tickets in queue have the correct priority levels, ticket closure notes, and have KB article attached
  • Ensuring that the techs are meeting their monthly goals for ticket closures as defined by the Service Manager
• Dispatching tickets from unassigned queue to technicians or proper resolver group (We see around 300-500 tickets come into our queue a day)
• 1st point of contact for escalations from customer and technicians
• Introducing and Enforcing processes provided by SM and Stryker to technicians
• Hosting a weekly meeting with regional team on backlog tickets to obtain updates for management and drive resolution
  • Reporting on regional 30/20-day backlog tickets to Service Managers
• Training/onboarding newer techs
  • This normally is a weeklong process as we have to introduce techs to systems used on daily basis, what they are responsible for and what needs to be escalated, Asset management, conference room support, etc.
• Sending daily email to techs updating on current team backlog status and which tickets need focus
• M-W-F email to techs on SLA status for their tickets
• Handling of high priority tickets brought up by Pomeroy/Stryker management
  • Tickets included here could be month end sales/branch user issues, smart hands support for 3rd level groups, P1 tickets, etc.

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