Position Overview Deskside Support Team Leader is responsible for ensuring the highest quality professional computer services are delivered to the desktop by acquiring, maintaining and managing a qualified, technically competent team.
Ensures the Team adheres to standards and configurations on laptops, desktops and printers used throughout the office
Ensures lease refresh schedules are completed on time
Supervises asset recovery and implement inventory control processes to account for desktops, laptops and printers
Provides deskside support - from problem identification to resolution - for printer, laptop and desktop problems and issues
Provides fast, reliable and trustworthy service as measured by lawyers, secretaries and administrative personnel
Ensures team processes are documented and reviewed to maintain highest possible effectiveness and efficiency
Manages the development of Service Level Agreements that are aligned with I.S strategies and budget
Works with the IS Manager to develop appropriate metrics to measure effectiveness of the Team
Supervises members of the Team to help them achieve the stated objectives within their own job descriptions
Ensures support calls generated through HEAT are updated accurately and often
Supervises Team participation in cross-functional I.S. support activities
Communicates issues effectively to IS Manager, Director and other teams as appropriate
Ensures all projects initiated by Team adhere to Project Management Office guidelines
Performs other duties as required by the Firm or Support Services Manager
Manages the team in the absence of the IS Manager
Essential Job Specifications/Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Ability to focus on vital priorities
Ability to recognize obstacles to team performance, then provide resources, run interference or provide consistant long term support to overcome the obstacles
Ability to build / manage an effective Team, fostering participation and promoting active involvement and cooperation among all Team members
Ability to work collaboratively with all levels of personnel (e.g., management, peers, administrators, lawyers, direct reports)
Ability to communicate technological concepts and information to technical and non-technical personnel
Clear and concise written and verbal communication skills
Willingness and desire to attend training classes to maintain and enhance managerial and technical skill sets
Requires the ability to regularly report to work on the days and times scheduled
Supervisory Responsibility This position has no direct supervisory responsibilities, but does serve as a coach for other positions.
Minimum one year supervisory experience or attended supervisory / leadership / managerial training courses as defined by current supervisor
Bachelors degree in Computer Science or related degree or 7 years experience in computer related technical field
Benefits BCLP offers eligible employees a comprehensive benefits package that includes medical, dental and vision insurance coverage, life insurance, and retirement plans. We also provide eligible employees flexible time off plans including paid Parental leave, Paid Time Off (PTO), and paid holidays.
For positions in Colorado, please use the following link for information about the Colorado Equal Pay for Equal Work Act. https://www.bclplaw.com/en-US/careers/colorado-equal-pay-transparency/deskside-support-team-lead.html
NOTE: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by the incumbent in the position. They are not intended to be an exhaustive list of all responsibilities, duties and skills of the employee. Duties and responsibilities may change at any time with or without notice.