Description
Team Lead – End User & Site IT Services (North America): Responsible for leading day-to-day operations across desktop support, asset management, AV support, and site services while providing hands-on technical support as needed. Oversees team performance, workload distribution, SLA adherence, and acts as the primary escalation point for complex issues. Monitors and manages all incidents across ServiceNow queues for North America, ensuring timely resolution using documented procedures. Provides onsite technical support (Monday–Friday with on-call/off-hours as required), including new hire hardware setup, asset testing, break/fix support, preventative maintenance, and installation/repair of laptops and desktops. Coordinates Dell warranty support and replacement hardware activities. Oversees full asset lifecycle management (procurement through disposal), including inventory tracking, depot operations oversight, imaging, assignment, end-of-life replacement, break/fix coordin...