Team Leader

Headquartered in Southfield, MI TechTeam delivers global, multilingual help desk services and specialized IT solutions via our global locations in the United States, the United Kingdom, Sweden, Germany, Belgium, Romania, and through our wholly owned subsidiaries TechTeam Government Solutions, Inc., TechTeam Akela SRL, TechTeam A.N.E., and TechTeam Cyntergy.

Drawing on 25 years of experience touching every point of the IT process, we have developed a proven Single-Point-of-Contact (SPOC) delivery model that offers support efficiencies and cost savings by integrating self-service, service desk, remote monitoring, and on-site support solutions. We tailor these solutions and services to the specific business environments of a broad range of vertical industries, including automotive, consumer, pharmaceutical, hospitality, insurance, financial services, manufacturing, government, and education. The Team Leader will manage a team of 15-20 System Technicians that have schedules ranging all shifts.  This team provides desk side assistance to end users on a SPOC project at various locations throughout the Waterloo area for a Fortune 500 company.  We are looking for an energetic, enthusiastic, highly motivated individual with great communication skills.  A strong emphasis is placed on providing a timely resolution to support requests and the quality of customer service. The primary hours will be Monday-Friday during first shift however the Team Leader will need to be available for on-call after hours calls as well as interacting with team members during second and third shift hours on occasion.

We are seeking an experienced Team Leader for the Waterloo area.

Responsibilities include:
• The day to day management of desktop support technicians as well as working with the Project Management Team for long term strategies
• Coaching and counseling of direct report  including conducting performance evaluations
• Interfacing with the client and working with Client Services Management to ensure that all goals at met
• Ensuring direct reports follow departmental processes
• Working with the  Recruiting Department in hiring qualified candidates
• Creating a cohesive team environment through consistent management
• Quality monitoring
• Other duties as assigned

Qualified applicants should possess the following qualities:

• Management experience
• Bachelor's degree
• Prior experience in managing customer relations
• Project management experience
• Knowledge of MS Office, Excel and Word
• Time management and organizational skills
• Must have excellent verbal and solid written communication skills
• Ability to perform tasks with minimal supervision
• Company conscious and customer oriented
• Understanding of root cause analysis methods
• Experience with Change Management processes

TechTeam Global offers a full benefit package including:
* Medical
* Dental
* Vision
* Life Insurance
* 401(k) with a company match
* Long Term and Short Term Disability
* Flex Spending Account
* Paid Time Off
* Paid Holidays
* Tuition Reimbursement

TechTeam Global is a drug free workplace. We reserve the right to require drug and alcohol testing as a condition for employment.

All persons shall have the opportunity to be considered for employment without regard to their race, color, national origin or ancestry, age, handicap or disability, sex, marital status, liability for service in the armed forces of the United States, citizenship or any other characteristics protected by federal, state or local laws.