Field Services Team Leader

The Team Leader will be responsible for the day to day management of the team as well a s working with the Client Services Management team in developing long term strategies and meeting and exceeding service levels. This Team Leader will be the single point of contact (SPOC) for both the deskside team and the customer. This TL will also need to have strong technical skills and experience so they can be a backup and technical point of contact for the team. The primary hours will be Monday-Friday during first shift; however the Team Leader may need to be available for after-hours calls and be available for on-call support as needed. Management of the Deskside Technicians including some remote employees Working with the Recruiting Department in the hiring of qualified candidatesEnsuring contractual deliverables are met, complete root cause analysis as needed and identify potential efficienciesAbility to perform full Deskside Technician role including supporting all types of IT equipment, IMAC support, troubleshoot and resolve hardware and software issues for Windows and MAC devices, smart hands support, printer, mobile device, VIP and video conference room support mostly in a backup role capacity or as needed.Writing employee performance evaluations, delivering annual merit reviews, updating employee journals and performing other administrative tasks as assignedAccountable for all of the team's performance including all SLA'sEnsure all employees have the appropriate tools, resources, supplies and training to complete their job duties successfully.Ensure direct reports adhere to all schedule and attendance guidelinesResponsible for coaching and counseling of all direct reportsCreate cohesive team environment through consistent management and monitoring and management to ensure workload is balanced and is completed within SLAAttend all required meetings and conference calls including weekly management meetings, one on ones and customer facing meetings.Approve/Decline employee time off requests ensuring all supported shifts are covered appropriately including on-call requirementsEnsure all work performed by team is being captured and accounted for appropriatelyMonitor project work requests to ensure projects are updated and completed in a timely fashion (some project management required including working directly with the client)Create and maintain employee schedules including on-call rotationHold weekly team meetings and post all meeting minutesEnsure regular inventory audits are completed including stockroom auditsComplete Ticket Audits, review and share survey data and perform other quality measurements as assignedMaintain individual Tech Scorecards and track Technician utilization. Develop action plans as needed to address performance issues. Conduct 1on1 meetings with each direct report to discuss performance, SLA's and training requirements.Participate in recognition programs to motivate and reward employees Create a cohesive team environment through consistent managementCoach and counsel of direct reports including providing feedback including positive recognition, conduct performance evaluations, training, mentoring and handling discipline issuesWrite employee performance evaluations, deliver annual merit reviews, update employee journals daily, and performing other administrative tasks as assignedPerform root cause analysis and identify opportunities to improve efficienciesEnsure direct reports meet their goals and follow departmental processesResponsible for day to day operations of Service DeskWork with the Project and Senior Management Team for long term strategies and achieving Service Level Agreements (SLAs) set forth by client