Deskside Team Leader

Integrated Computer Systems, Inc.
Taguig, Metro Manila
Role Purpose
Roles at this level will plan and organise their own work, have substantial personal responsibility and autonomy, work under general direction and have a framework of accountability.
Supervise and manage a team of IT desktop/ data centre support technical specialists/ engineer and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely problem resolution for clients.
Job Description:
  • Produces and analyses management reports to allocate work and report on trends
  • People management responsibilities for small to medium sized teams (locally/ remotely)
  • Resolves customer escalation in a timely manner to avoid disruption and minimise business impact
  • Plans and distributes workload appropriately to ensure that business needs and deadlines are met.
  • Provides clear, concise and relevant communication to ensure clarity of objectives and outputs required
  • Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organisation
  • Provide Troubleshooting & problem solving on the daily operations related.
  • Ensure department meets SLA performance targets
  • Maintain & improve customer satisfaction levels
  • Understand and adhere to policies and procedures
  • Demonstrates Computacenter winning together values for the position level
  • Participate and/ or assist on maintaining budget/cost lines
  • Supervise and manage an IT desktop/ data centre support team/ engineer to achieve operational outcomes.
  • Manage the day-to-day work activities of the team, including timelines, expected customer experience, and prioritising and allocating workflow.
  • Provide timely and effective advice, information and expert technical interpretation on complex IT support matters, in a manner easily interpreted by stakeholders.
  • Place the customer at the centre of all decision making, and effectively assist and respond to customers who may have limited knowledge and/or skills in the area of IT desktop support.
  • Be the key IT Support point of contact for the client portfolio and proactively partner with managers in the portfolio to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality.
  • Actively manage systems for logging, monitoring, resolving and referring IT support activities.
  • Evaluate and respond to complex or contentious operational or service delivery issues
  • Monitor, review and analyse incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution.
  • Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
  • Supervise and provide IT support for a range of devices, hardware, software, network, systems and other computing related technologies.
  • Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests and problems.
  • Troubleshoot and provide fast support and solution (locally and/ or via remote desktop connections).  
  • Collaborate with colleagues and other IT Services (Division), to achieve issue resolution, escalation and compliance as appropriate.
Skills, Experience & Behavior
  • With around 3-5 yrs Leadership experience on End user computing/ data centre support
  • Experience on ServiceNow
  • People management experience
  • Basic knowledge of Microsoft applications
  • Ability to prioritise own workload
  • Good communication
  • Provide good customer service
  • Good administrative experience, attention to detail and accuracy
  • Good interpersonal, literacy and numeracy skills and ability to build relationships
  • Job location: BGC
  • Working Hours: Any shift between 7am to 11pm

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Integrated Computer Systems, Inc.

Integrated Computer Systems (ICS) continues to provide unparalleled value to our broad clientele of the Philippine’s elite top 1,000 corporations. For over 40 years, customers continue to choose ICS for our legendary professionalism and impeccable reliability. Being a pioneer in the IT industry, we continue to expand our broad range of end to end IT services to enable our customers to achieve their business goals. Our strong corporate values of integrity, commitment, and service quality ensures that our customers are consistently delighted to work with us.

ICS’s wide range of solutions include cutting edge technologies such as Cloud, Mobility, and Virtualization, to traditional solutions such as Business Applications, Data Center Solutions (Power, Cooling, Servers, Storage, and Racks), Enterprise solutions (Networking, Security, Backup & Recovery), Client Solutions (virtual desktops, thin clients, laptops, desktops, and printing), and Consumables. The service portfolio includes the full range of design, build, and run services up to hardware rentals and managed services.
Our distinguished list of principals and partners have continued to choose ICS as well and have recognized ICS with an unsurpassed 100 awards and citations for the past three decades. This is a strong testament to the rich history of ICS to deliver to our customer’s needs. ICS operates in six key cities nationwide and employs the broadest network of authorized service partners to provide customers easy access to both products and after sales support- an absolute must for competing in today’s rapidly evolving market.

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