Job Details

ID #12369169
State New York
City Newyorkcity
Job type Permanent
Salary USD TBD TBD
Source HCL America Inc.
Showed 2021-04-18
Date 2021-04-17
Deadline 2021-06-16
Category Architect/engineer/CAD
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On Site Team Leader/Field Services New York City, NY

New York, Newyorkcity, 10001 Newyorkcity USA

Vacancy expired!

The team leader will form part of the management team to oversee the local desktop operations function and act as a liaison point with the client and HCL Internal Teams. This position will focus on managing the operation including the day to day staff management, associated queues/standard activities to ensure we meet our contractual obligations to the client. Key Responsibilities include: Queue Management Monitor the tickets for SLA/Quality/Aged Profile/MD tickets/Premium Tickets. Ensuring all Incidents/Requests are met within the agreed service targets. Review & reporting of any SLA failures. Ensure fair distribution of work and redistribution in the event of staff absences both planned and unplanned. Proactively monitors pending tickets. Escalation point for priority/escalated tickets.

Staff Management responsibilities Responsible for updating the engineer Shift Rota and Holidays approval. Ensuring all Sickness is accurately reported and return to work interviews carried out where appropriate. Review technical performance by engineer. Provides coaching and training to the engineers. Oversees the on/off boarding of staff. o Ensure new team members have access to all required tools, Academy and Client + HCL processes and procedures i.e. Confidentiality agreements, contracts, etc. o Ensuring all off-boarding activities take place to for both HCL and the Client processes. Holds regular team meetings with actions recorded and documented 1-2-1's with engineers. Ensuring all key Client and HCL processes. Policies and procedures are followed. For example, Call Management, ITIL Processes, security policy etc Ability to manage/motivate people and teams. Strong team management skills, with ability to have difficult conversations.Process Ownership & Management. Ensures all Technical/Operational processes are followed and understood. During team meetings ensures regular process awareness sessions are carried out. Ensures engineers are trained on new processes and technologies within the support remit as required. Proactively identifies gaps in knowledge and addresses with engineer through 1-2-1/group training sessions. SME for all processes. IMAC Supplier/Logistics/Client Advice/Moves Management. Looks for opportunities of improvement, around processes and how services are delivered. Escalation ownership. Taking ownership of Escalations through to resolution on all appropriate requests. Engineer allocation for priority tickets. Initial point of contact for escalations form ITSD. Reporting on escalation trends and taking steps to minimise escalations. Ability to prioritise when under pressure.Communication, customer service & Teamwork. Act as interface for other HCL delivery teams (ITSD, Device Lifecycle Management) to drive processes and activities. Speaks good clear English. Language. Strong Written and Verbal Communication Skills at senior stakeholder level. Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management senior stakeholder levels. Maintain healthy group dynamics. Flexibility and teamwork and perform other duties as assigned by your Lead or Operations Manager. Must be detail oriented and self-motivating. Relationship Management internal and external stakeholders, Presentation Skills, and Team Skills, with ability to have difficult conversations. Flexibility with respect to time client deliverables need to be met with a Can do attitude.Technical Skills Excellent problem solving / quantitative/ analytical skills. Excellent understanding End User IT infrastructure Desktops, Laptops, Printers, Handhelds, Smartphone and industry wide operating systems and applications i.e. Windows 7/10. Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. Windows 7/10, MS Office, Outlook etc Detailed understanding of IT Infrastructure in a Corporate Environment Server/Network/Database/Security

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. HCLs 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 R&D Services (ERS), and Products & Platforms (P&P). 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 P&P. 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 US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.com

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