Cluster Lead Deskside Support

Job Description Cluster Leads Deskside Support Duration Permanent Hire This role will be to provide overall hardwaresoftware support to employees and incoming new hires.

The position will be responsible for a team of 12-15 team members who spread across in locations from multiple states and will be responsible to assist in providing weekly reports, inventory management, and other administrative tasks as needed.

The successful candidate must be capable of providing optimum customer service to a wide variety of users through professional commitment dedication, ensure the success of the team.

This candidate must also be able to adapt to change and learn quickly in a highly dynamic environment.

The job will require travel between offices (up to 150 miles) Desired Skills Experience Responsibilities 70 hands-on technical and 30 team management Create an inspiring team environment with an open communication culture Manage the team of 12-15 members, Oversee day-to-day operation Give direction and guidance to team members on technical areas and tactical situations Motivate team members, discover training needs, coach and mentor team members Set clear team goals, Delegate tasks and set deadlines Review assignments for accuracy and quality of work Ensure team meets and exceeds the SLAs and KPIs Ensure high CSAT for the team Maintain the customer relationship for the sites and be the face of HCL Continuous improvement and find ways for optimization Plan and execute adhoc project activities and ensure on time delivery Monitor team performance and report on metrics Listen to team members feedback and resolve any issues or conflicts Image and install software on Windows, and Apple laptopsdesktops including IMAC(installations, moves, additions, and changes) and Remote support Troubleshoot post deployment issues on multiple computer platforms Windows, Macintosh and mobile devices Printer break-fix and installation Disposal, redeployment and Asset reclaim Shipping coordination Data Backup and Data Recovery coordination Hardware Refresh Warranty and Out-of-warranty repair and replacement Depot Services Walk Up Support Spare parts management Executive (VIP) Support Audio and Video Support including Health Checks Inventory and Asset Management Depot Operations Coordinate with external vendors for dispatch support Identify and resolve hardware and software application conflicts Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents Responsible for asset tagging and entering all incoming equipment into our asset management system Collaborate with cross functional teams to properly onboard incoming new hires Ensure that hardware is properly assigned and updated into our management system Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment Work with external Suppliers to schedule repairs for damagedmalfunctioning hardware Ensure that resolutions are consistent with company standards and policies RequirementsQualifications Prefer 4-6 years IT experience, including technical training Proven work experience as a team leader or supervisor retail experience is a plus In-depth knowledge of performance metrics and presentation skills Excellent communication and leadership skills Organizational, time-management and decision-making skills Knowledge of Windows and Macintosh platforms, (including portables) and Microsoft Office suite of applications Experience with imaging windows 10 OS.

Familiar with basic network concepts ( e.g., TCP IP, Windows Networking, Ethernet) Networked printer experience (queue creation, server maint, etc.) Experience in using PC-based word processing, presentation, and e-mail software preferred Experience with using PC-based spreadsheet software sufficient to develop formulas, complete calculations across multiple worksheets, and use functions preferred Ability and willingness to work extended hours or a modified schedule to support planned activities or emergency situations Outstanding customer service and interpersonal skills Excellent organizational skills and ability to prioritize tasks among many competing requests Experience working in or supporting a call center or help desk environment MCP and or A Certifications Aptitude for learning Excellent oral and written communication skills Ability to work in teams and in a team environment Able to lift up to 50 lbs Own car for transportation (mileage will be reimbursed by policy) Valid driver s license Candidate must be authorized to work in the U.S.

We are unable to sponsor work visas at this time.

About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today.

HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.

HCL offers its services and products through three lines of business
– IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP).

ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions.

ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP.

HCL provides modernized software products to global clients for their technology and industry specific requirements.

Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services.

As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives.

As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries.

For more information, visit www.hcltech.com Candidate must be authorized to work in the U.S.

We are unable to sponsor work visas at this time.

About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today.

HCL s Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.

HCL offers its services and products through three lines of business
– IT and Business Services (ITBS), Engineering and RD Services (ERS), and Products Platforms (PP).

ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions.

ERS offers engineering services and solutions in all aspects of product development and platform engineering while under PP.

HCL provides modernized software products to global clients for their technology and industry specific requirements.

Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology Services, Telecom Media, Retail CPG, Life Sciences, and Healthcare and Public Services.

As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives.

As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US 9.3 billion and its 147,123 ideapreneurs operate out of 44 countries.

For more information, visit www.hcltech.com