Desktop Support Team Lead - Full-time

Description

Great opportunity to make a REAL impact at a GREAT company (again on Chicago Tribune's Top Workplace list!). We've created a new position as a result of our tremendous growth! Read on...

Medline Industries is looking for an experienced Desktop Support Team Lead with leadership experience to join busy desktop support team of 12.

The Desktop Support Team Lead is part of a team responsible for providing technical support and deployment services to staff at our Mundelein headquarters facility as well as various manufacturing and distribution centers across the country in support of day-to-day operations as well as project needs.

DUTIES (Duties will vary based on assigned project needs):

Provide leadership to team to ensure effective delivery of services to customers. Ensures technician understand delivery roles as assigned.

Distribute work to team members based on abilities / manage the allocation of tickets to staff.

Make sure that team adheres to project milestones, timelines, and SLA’s. Supports team members through performance monitoring and coaching. Work with customers to resolve technical escalations.

Provide desk-side technical support to end-users in an enterprise environment. Identify, research, and resolve issues while maintaining a high level of customer satisfaction. Responsible for timely resolution and updates of support tickets with appropriate information and data.

Provide training and coaching to new and existing team members and/or peers to assist with the on-going develop of the team to provide exceptional customer service.

Ensure the team stays on schedule and meets performance metrics and required levels of service.

Help institute operational improvements and process development, submits ideas based on observation and analysis

Provide management reports on performance, issues and resolutions.

Manage and monitor the efficient and effective completion of the tickets.

Administer procurement policies and processes to effectively manage the product life cycle of assets.

Responsible for quality assurance for all services delivered.

Keep abreast of changes in industry standards and technologies and operating procedures to disseminate information to team members

Provide remote technical support including remote control of end users devices.

Deployments of new computer hardware or moves, and existing computer operating system upgrades. Physical installs/placement of equipment, data backup and transfer, imaging, configurations, application installs/setups, profile transfer, and preparation of old computers for disposal or re-deployment.

Qualification

EXPERIENCE (Qualified individuals should possess):

• Leadership or supervisory experience strongly preferred
• At least 4 years of Windows Desktop/Laptop support in a professional enterprise environment, with recent lead experience.
• Experience with MS Office, and other software application setups, upgrades, and troubleshooting.
• Experience installing, upgrading and/or configuring desktop computers primarily in a Windows XP/7 operating system environment.
• Experience interacting with numerous computer platforms in a multi-layered client server environment.
• Experience with server moves/deployments, computer arms, computers on carts, and/or large computer moves is a plus.

REQUIREMENTS:

• Superior customer service skills.
• Excellent verbal, written and interpersonal skills.
• Ability to work independently with minimal supervision.
• Ability to lift up to 50 lbs.
• Ability to travel domestically (up to 20%).

About Medline:
Medline is the largest privately held manufacturer and distributor of healthcare supplies in the United States, providing more than 350,000 products that serve the entire continuum of care. Our innovative products and programs can be found in most hospitals, extended-care facilities, surgery centers, physician offices, home care dealers, home health agencies and retail outlets.

Founded in 1910, Medline has grown from a small manufacturer of aprons, surgical gowns and uniforms to a thriving + billion global enterprise because of our dedicated people, entrepreneurial spirit and honest values.

Named one of the country’s "Best and Brightest Companies to Work For,” and once again named to Chicago Tribune’s Top Workplaces, Medline has experienced forty-plus years of consecutive annual growth, and is headquartered in Mundelein, IL.

Medline is an equal opportunity/affirmative action employer including women, minorities, veterans and individuals with disabilities.