Job ID Number
R5523
Employment Type
Full time
Worksite Flexibility
Onsite
Job Summary
As Technical Team Leader, you will oversee a twenty-two-person onsite team of Desktop Support Specialists. This position focuses more on management and coaching of employees, process improvements, knowledgebase updates and creation, and shift-left activities than on technical tasks, although technical knowledge is required.
Job Description
We are looking for a Technical Team Lead. This position will befull-timeand onsite in Wilmington, Mass.
This position is 8-5, Monday-Friday, 100% onsite. On-call and after-hours work is typically not required. This person will interface with both the client’s and CAI’s management teams.
What You'll Do
Oversee and mentor a team of 22 technicians
Act as an escalation point for team members who need help, including reaching out to other teams in IT and beyond to find solutions for users
Ensure that team adheres to SLA’s and completes tasks
Advise client management on any issues or problems with the team
Identify opportunities for process improvements that would reduce effort
Operate with a “shift left” mindset, enabling work to be completed at the Level 1 Helpdesk where possible
Lead meetings regarding team metrics, improving customer satisfaction, and identifying shift-left opportunities as well as weekly team meetings
Assist the client in ongoing projects such as Windows OS upgrades and such
Hold one-on-one meetings with team members to discuss achievements, improvements, and roadblocks
Talk with team members frequently to help identify trends and issues in the environment and provide support to team members as needed
Meet with client manager regularly
Address escalated technical issues and fulfill uncommon customer requests
What You'll Need
Required:
Prior experience leading a team
8+ years’ experience in a desktop support or similar role, though equivalent education or training may qualify a candidate
Technical proficiency with a willingness to expand knowledge as needed
Ability to handle high-pressure situations with grace and professionalism
Strong troubleshooting and documentation skills
Active Directory or Azure AD experience
Desktop and Laptop hardware support experience
Knowledge of Microsoft Desktop Operating Systems
Knowledge of the Microsoft Office suite
Knowledge of video conferencing software (Teams, Zoom, etc)
ServiceNow or other ticketing system experience including reporting
Understanding of networking, TCP/IP, DHCP, DNS
Awareness of cybersecurity concepts such as malware, phishing, data loss prevention, etc.
Technical writing and Documentation
Knowledge of remote support tools such as Bomgar, Teamviewer, or RDP
Knowledge of SCCM, Autopilot, or other imaging systems
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
The pay range for this position is $80,000 - $85,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.
Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.