Zensar Technologies Team Leader- Desktop Services in Northborough, Massachusetts

Job Descriptions:

Reporting to the Global EUC Manager, the Desktop Support Manager is responsible for managing the Level I, and II Service desk teams across 3 US locations. Candidate will proactively implement and oversee policies and procedures to ensure service levels are met. In addition, the ideal candidate will possess the following attributes:

  • Adaptability to work in a fast paced and changing environment

  • Detail oriented and committed to constant follow up

  • A mindset of continuous improvement in efficiency of support, processes, customer satisfaction, and the application of tools for monitoring, management and optimization

  • Openness and honesty with everyone they interact with

  • A commitment to developing others

  • Dedicated to creating a culture of exceptional customer service

Essential Functions

  • Manages the development, deployment and scheduling of an effective, highly reliable Service Desk and Desktop Support Team consistent with ITIL standards and objectives.

  • Manages the development and management of desktop and laptop computers within the company, maximizing the manageability and deploy ability of all end-user computing platforms. Including, selection, maintenance, upgrades.

  • Work with vendors and purchasing department to maintain inventory of equipment needed to meet the computing needs of all employees.

  • Manages the deployment of OS and application patches

  • Provides for the ongoing monitoring of all infrastructure and business application systems with a focus on rapid identification, response, escalation, and correction of issues impacting profit-generating activities by internal and external customers.

  • Make recommendations on the hardware that is needed, maintain the inventory of computers, printers and parts necessary to resolve customer issues in a timely manner.

  • Responsible for the initial receipt and investigation of Customer Support issues relating to computer desktop support; including but not limited to Hardware, Operating Systems and Network Connectivity. This includes Software packaging and imaging processes within a multi hardware environment.

  • Monitors active customer service issues, ensuring the cost effective use of resources while delivering high quality and timely results.

  • Monitors customer service issues to ensure that they are being resolved within the time allotted by our Service Level Agreements.

  • Provides hands on support to customers and business partners, assessing their needs, while ensuring that all products and services satisfy stated business requirements.

  • Promotes effective communications and judicious resource allocation, while ensuring timely delivery of the highest quality services.

  • Attends appropriate training necessary to keep abreast of changes in applications and hardware

  • Implements standard procedures, user guides to maintain uniformity.

  • Ability to manage customer expectations

  • Ability to produce statements of work (SOW) for projects

Responsible for the initial receipt and investigation of Customer Support issues relating to end-user administration, workflow activity, and desktop administration.

  • Plans, organizes, supervises and evaluates the performance of assigned staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance.

  • Provides day-to-day leadership and works with staff to ensure a high performance, customer service-oriented work environment that supports achieving the department’s and the company’s mission, objectives and values regarding team building and employee empowerment; applies process improvement and quality management principles to assigned areas of responsibility.

  • Responsible for determination of staffing requirements. Coordinates all activities necessary to hire, train and assimilate new staff.

  • Delegates and assigns work duties to staff, allocates use of available resources, and monitors and assists with work progress.

Required Experience:

8+ years experience in Information Technology, preferably a call center environment; preferably has A+ certification or other Microsoft certifications. ITIL Foundation Certification required, with a working knowledge of ITIL v2 concepts.


  • Demonstrates appropriate customer service attitudes and services in a variety of work settings

  • Ability to analyze multiple levels of information required for quality business decisions, draw conclusions and formulate actionable recommendations

  • Effective and well-developed leadership, planning, analytical, communications, technical and decision making skills

  • Highly motivated with great organizational skills

  • Demonstrates appropriate customer service attitudes and services in a variety of work settings

  • Proficient in word, excel spreadsheets, Internet and presentation software

  • Demonstrates a results orientation for delivering appropriate products and services in an accurate, complete and timely fashion

  • Must be skilled in written and verbal communications, requiring the ability to read and write effectively and efficiently

The successful incumbent will possess high energy, drive and a positive attitude; is committed to customer service and teamwork; has the ability to multi-task; and, is focused on achieving results.

Keyword: ITIL

From: Zensar Technologies