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About the Role

As Team Lead, you will provide hands-on technical support and day-to-day leadership for onsite service delivery during the assigned shift. The role coordinates workload, provides technical guidance, monitors service performance, and supports consistent execution of client and Computacenter procedures. Primary service areas include IMAC activity, desk and equipment deployments, conference room readiness, end-user support, queue oversight, SLA/KPI performance, documentation, shift handoffs, and continuous improvement.

Responsibilities

• Provide day-to-day leadership while participating directly in service delivery.
• Prioritize work, assign tasks, provide technical guidance, and ensure service execution.
• Reinforce Standard Operating Procedures (SOPs) and manage shift handoffs.
• Coordinate with cross-functional teams.
• Support coaching, training, and performance observations for management review.
• Maintain working knowledge of the client and support the service management team in strengthening the customer strategy, operational procedures, and onsite support model.
• Implement operational measures that improve service quality, responsiveness, and customer satisfaction.
• Monitor service quality using ticket trends, SLA/KPI indicators, observations, and customer feedback, escalating concerns as needed.
• Lead the team during assigned shift hours while supporting daily service delivery, coverage, and task ownership.
• Perform IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests.
• Ensure conference room checks are completed, issues are documented, and follow-up activity is coordinated.
• Monitor queues, aging work, ticket balance, SLA/KPI performance, and workload trends to identify risks and support timely resolution.
• Maintain accurate ticket updates, asset details, handoff notes, and operational reporting.
• Provide technical and procedural guidance to onsite staff and escalate service risks.
• Develop, update, and reinforce SOPs for work execution, shift handoffs, escalation paths, and client-specific support.
• Coordinate equipment readiness, deployments, inventory support, and follow-up actions for desks, peripherals, and end-user hardware.
• Support cross-team training and knowledge sharing across onsite support functions.
• Identify improvements that increase efficiency, consistency, and service quality.
• Support operational change management by identifying service changes, deviations, and impacts, then escalating through the appropriate process.
• Monitor coverage, workload distribution, and resource needs, escalating staffing gaps or coverage risks.
• Use dashboards and reporting tools to review queue health, SLA/KPI performance, utilization, and improvement opportunities.
• Provide task direction, workload management, coaching, and team development support.
• Support onboarding and integration of new team members into client processes, tools, expectations, and shift operating procedures.
• Guide less experienced colleagues and share performance observations with management.
• Deliver customer-specific training on client processes, SOPs, escalation paths, and service requirements.
• Identify training needs, coaching opportunities, knowledge gaps, and readiness for expanded responsibilities.
• Support operational governance for the onsite team, including communication routines, escalation paths, reporting expectations, and shift handoff practices.
• Build and maintain effective working relationships with client stakeholders, onsite teams, Operations Delivery Manager, and external partners.
• Review SOP adherence, service performance, queue trends, and delivery quality; recommend improvement actions.
• Report to the assigned Team Manager or Operations Delivery Manager.
• Partner closely with onsite support teams, service management, client stakeholders, and cross-functional technical teams to coordinate service delivery and escalation activity.

Requirements

• Bachelor’s degree or technical school qualification preferred, or equivalent relevant experience.
• Experience in an IT service environment and leading or coordinating onsite technical support in a fast-paced, client-facing setting.
• Experience leading onsite technical support teams in a fast-paced client environment.
• Strong understanding of IMAC, hardware deployment, conference room support, queue management, SLA/KPI tracking, and ticket documentation.
• Ability to balance workloads, monitor utilization, coach team members, and provide development input to management.
• Experience creating SOPs, facilitating training, and supporting knowledge transfer.
• Ability to communicate clearly with technicians, service management, client stakeholders, and cross-functional teams.
• Demonstrated leadership in a client-facing technical service environment.
• Ability to perform effectively under pressure.
• Professional presence and the ability to represent Computacenter appropriately in a high-touch client environment.
• Ability to build and maintain effective relationships with the client and internal teams.
• Clear written and verbal communication skills.
• Familiarity with ticketing systems, including updates, documentation, prioritization, and follow-through.
• Strong organizational skills with the ability to prioritize competing demands.
• Good decision-making and problem-solving skills.

Skills

• IMAC
• Hardware deployment
• Conference room support
• Queue management
• SLA/KPI tracking
• Ticket documentation
• Coaching
• Team development
• SOP creation
• Training facilitation
• Knowledge transfer
• Client communication
• Technical support leadership
• Ticketing systems
• Organizational skills
• Prioritization
• Decision making
• Problem solving

Location

• Onsite

Work Type

• Full-time
• Internal position

Experience Level

• Team Lead
• Leadership experience

Education Level

• Bachelor’s degree or technical school qualification preferred, or equivalent relevant experience.
• Industry certifications aligned with the supported technologies are preferred.

Benefits

• Competitive compensation plans
• Long-term career opportunities
• Attractive mix of benefit plans

About the Company

• Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations.
• We help our world-renowned customers to source, transform, and manage their IT infrastructure to deliver digital transformation, enabling users and their business.
• We’re a public company quoted on the London FTSE 250 (CCC.L) and employ over 21,000 people worldwide.
• In the US, we support some of the country’s best-known businesses with regional hubs in San Francisco and Irvine, CA; Norcross, GA; Plano, TX; and New York City; and Integration Centers in Silicon Valley and Atlanta.
• www.computacenter.com/us