IT Customer Support Team Lead

Mastech Digital provides digital and mainstream technology staff as well as Digital Transformation Services for all American Corporations. We are currently seeking an IT Customer Support Team Lead for our client in the Consulting domain. We value our professionals, providing comprehensive benefits and the opportunity for growth. This is a Contract position, and the client is looking for someone to start immediately.

Duration: 6+ Months Contract

Location: Minot, ND

Role: IT Customer Support Team Lead

Primary Skills: Field Services - Deskside

Role Description: As an IT Customer Support Team Lead, you must have at least 6+ years of experience.

Responsibilities:

Manage/Coordinate Service Delivery: Oversee the delivery of services to the asset; Work with local Asset IT manager to ensure asset needs are met.

Deskside Support:

- Manage onsite deskside service delivery resources to provide an enhanced service experience to the producing assets.

- Ensure adequate staffing is available to help customers to get back to their tasks minimizing any impact from IT challenges.

- Manage white glove services are extended to key user groups (VIPs). Devices in-scope includes:Laptops, Desktops, Tablets, Hotspots, Phones, Desktop Peripherals, other Mobile Devices, AV Equipment.

**This is a working lead position and will require you to be able to complete any deskside task to ensure coverage at all times.

Skills Required:

- Leadership Skills: Decision-Making: Strong decision-making skills to make informed choices and prioritize tasks effectively.

- Team Building: Building and maintaining a high-performance team by fostering collaboration, trust, and motivation.

- Conflict Resolution: Skill in resolving conflicts and disputes within the team or with users.

- Customer Centric Approach: Customer Relationship Management: Building and maintaining strong relationships with customers and stakeholders.

- Customer Advocacy: A focus on understanding and representing the needs and expectations of user base.

- Communication: Excellent communication skills, both written and verbal, to interact effectively with customers.

- Technical Knowledge: Strong ITSM (SNOW) knowledge and processes expertise

- Technical Knowledge: Understanding of the technical aspects of the services being delivered.

- IT Infrastructure: Knowledge of IT infrastructure components and technologies.

- Security Awareness: An understanding of security practices and the ability to ensure that services meet security requirements.

- Strong domain knowledge is essential to succeed in this role.

- Good understanding of O&G business and especially the Hess line of business will be a huge benefit.

- Service Management knowledge: Service Level Management: Understanding and managing service level agreements (SLAs) and ensuring service quality.

- Incident and Problem Management: Expertise in handling incidents, problems, and escalations effectively.

- Process Improvement: Knowledge of process improvement methodologies such as Six Sigma or ITIL to enhance service efficiency

- Training & Skill Development: Would need to be trained/knowledgeable of all local deskside team tasks and processes to be able to assist user, provide backfill for any members and able to train any new deskside techs

- Problem-Solving: Analyze complex situations, identify problems, propose solutions and quickly make decisions to address service-related challenges

- Adaptability & Innovation Adaptability: The capability to adapt to changing technologies, customer needs, and market trends.

- Innovation: Encouraging and driving innovative solutions to improve service delivery.

Education: Bachelor’s degree in Computer Science, Electrical/Electronic Engineering, Information Technology or another related field or Equivalent

Experience: Minimum 6+ years of experience

Relocation: This position will not cover relocation expenses

Travel: No

Local Preferred: Yes

Note: Must be able to work on a W2 basis (No C2C)

Recruiter Name: Ranjit Karmakar

Recruiter Phone: 510-878-5598

Equal Employment Opportunity