P
Team Lead
full-time•Davenport
About this role
A Desktop Support Team Lead supervises daily IT desktop operations, acting as the primary escalation point for complex technical issues, managing Service Level Agreements (SLAs), and mentoring staff. They oversee hardware/software deployment, handle ticket queue management, and ensure high-quality customer support. Key responsibilities include workload balancing, creating technical documentation, and reporting on performance metrics.
Key Responsibilities and Duties:
- Team Leadership & Mentorship: Lead and mentor technicians, providing training, guidance, and performance feedback. Manage team schedules, shifts, and on-call rosters.
- Operational Support & Escalation: Act as the primary escalation point for complex technical issues, ensuring prompt resolution to meet SLA targets.
- Asset & Infrastructure Management: Oversee the installation, configuration, and maintenance of workstations, software, and peripherals.
- Process Improvement & Documentation: Create and maintain knowledge base articles and standard operating procedures (SOPs). Identify recurring issues to improve efficiency.
- Project Coordination: Lead IT-related projects, such as hardware refreshes, software rollouts, and office moves.
Required Skills and Qualifications:
- Experience: Minimum of 3+ years in desktop support or similar roles, with previous leadership experience.
- Technical Knowledge: Proficiency in Windows/Mac OS, Active Directory, network troubleshooting, and imaging tools.
- Soft Skills: Strong communication, interpersonal, and analytical problem-solving abilities.
#LI-JM1
What you'll do
- The Team Lead supervises daily IT desktop operations and acts as the primary escalation point for complex technical issues. They also manage Service Level Agreements (SLAs) and mentor staff while overseeing hardware/software deployment and ticket queue management.
About Pomeroy
Technology is mission-critical to your business so it must work — continuously.
Everything we do — every assessment, every equipment procurement, every service outcome — is focused on keeping your organization running smoothly and staying productive. Your dedicated Pomeroy team carefully monitors your workplace so we not only optimize efficiencies but also pre-empt issues before your work is interrupted. We’re where you need us, ensuring business continuity often before the effects of an issue are ever felt. When something does happen, we immediately jump in and get your business technology back to full speed. You can be confident that a Pomeroy partnership brings the right level of tailored IT support specific to your business. And as your business grows and the world changes, we help evolve your IT capabilities so your business runs non-stop into the future.
Ready to join Pomeroy?
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Frequently Asked Questions
What does a Team Lead do at Pomeroy?
As a Team Lead at Pomeroy, you will: the Team Lead supervises daily IT desktop operations and acts as the primary escalation point for complex technical issues. They also manage Service Level Agreements (SLAs) and mentor staff while overseeing hardware/software deployment and ticket queue management..
Is the Team Lead position at Pomeroy remote?
The Team Lead position at Pomeroy is based in Davenport, Iowa, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Team Lead position at Pomeroy?
You can apply for the Team Lead position at Pomeroydirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.