For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes.

The Client Support Services Team Lead will provide Tier 1 and Tier 2 support needs for Peak Technologies 600+ user global user base. The position will oversee the work of 1 additional staff member and will coordinate closely with IT staff located at other sites. The additional sites include the Global Headquarters in Linthicum Heights, MD, the UK Headquarters in Chipenhan, Wiltshire, UK, warehouse/staging facilites, saltelilite offices and remote office workers. The IT Helpdesk Supervisor is primarily responsible for managing and tracking the incident and service request support queue. They will assign work to others on the team and check that work for completion. This role involves daily interaction with Peak Technologies employees at all levels through a variety of channels including telephone, email, chat (MS Teams), and service tickets. In addition, they will lead a variety of client facing projects including, but not limited to, equipment deployments, software imaging and installs, and training. This position reports to the Global Director of IT Infrastructure and Operations.

Responsibilities include, but are not limited to:

• Monitor all desktop/laptop related service issues.
• Manage and provide technical support to clients for all service and support requests with direct supervision from the Global Director of IT Infrastructure & Operations.
• Plan and deploy client-based hardware solutions.
• Propose and develop training material and documentation.
• Coordinate action between the client support team, system engineering team to troubleshoot, isolate, and resolve various issues and outages.
• Develop and maintain client support process documentation. Ensure materials are updated as required by technical and organizational changes.
• Assess and determine when escalation to other support teams is necessary.
• Oversee equipment and account moves, adds and changes in accordance with established procedures.
• Maintain the inventory of all client hardware and software.
• Maintain understanding of the various IT groups such that the appropriate resources needed for problem resolution can be quickly identified and deployed.
• Supervise troubleshooting and resolution of PC/Laptop/Mobile Device/Application issues to best meet user needs and expectations.
• Assist in driving a continuous improvement strategy within the business to result in on going incremental gains in quality and efficiency.
• Achieve operational goals set by the Company.
• Set clear team goals with input from IT management
• Delegate tasks and establish work guidelines
• Mentor team members in policies and best practices
• Monitor team performance and report on metrics
• Maintain team schedule for after-hours support
• Support corporate initiatives.
• Offer support to other departments, as needed.
• Perform other duties/special projects as assigned.

Job Requirements

• Possess knowledge of IT fundamental of infrastructure and desktop systems/applications.
• Rely on knowledge and professional discretion to achieve goals and meet responsibilities.
• Strong customer service focus and communications skills required
• Significant ingenuity and flexibility are expected.
• Ability to encourage creativity and continuous learning
• Familiarity with scripting languages such as PowerShell to assist in automating tasks a plus but not required.
• Familiarity with reporting analysis software (PowerBI) a plus but not required.
• Familiarity with Jira Service Management a plus but not required.
• Bachelor’s degree in Information Systems (or equivalent) or 5+ years of relevant experience.

Peak Technologies, Inc. is an Equal Opportunity Employer who fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation and Gender Identity or Expression.


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