Our client is seeking a highly motivated and experienced Tech Team Lead to play a pivotal operational role within their Managed Print Services team. This critical position acts as a vital bridge between the Director of Technical Services and the technical team, with the primary goal of ensuring efficient and effective operations across all aspects of service delivery. The Team Lead will be instrumental in optimizing our client’s managed print services delivery process, enhancing customer satisfaction, and fostering a well-coordinated, efficient, and effective team. This role requires a high level of organization, excellent communication, strong technical knowledge, and great customer relationship skills. 

Call Handling & Support:

• Providing Tier 1 & 2 technical support by answering calls and assisting end-users and clients with technical issues.
• Accurately logging, tracking, categorizing, and prioritizing all support requests within the ticketing system.
• Performing remote troubleshooting for hardware, software, and network issues related to print services.
• Timely and effective escalation of complex or unresolved issues to appropriate internal teams or external vendors.

Team Coordination & Documentation:

• Providing technical guidance, mentorship, and support to junior technicians.
• Leading regular team meetings to facilitate discussion, knowledge sharing, and task assignment.
• Developing, maintaining, and ensuring the accessibility of clear, comprehensive technical documentation, knowledge base articles, and procedural guides.
• Assisting in the training and onboarding of new technical staff.
• Participating in after-hours on-call rotation as required.
• Auditing team ticket completion and identifying opportunities for process creation or refinement (e.g., addressing overworked machines).

Warehouse Management:

• Managing the inventory of IT equipment relevant to print services (e.g., printers, parts, consumables).
• Efficiently receiving, inspecting, and securely storing new IT equipment.
• Preparing equipment for deployment, including imaging and configuration as needed.
• Coordinating with vendors for equipment repairs, returns, and disposals.

Implementations & Projects:

• Assisting in the planning and execution of IT projects, particularly those involving new device rollouts or system upgrades.
• Deploying and configuring new hardware and software systems.
• Performing on-site installations, maintenance, and troubleshooting as required.
• Conducting user training on new systems or software.

Administrative & Professional Development:

• Adhering to all company policies and procedures.
• Maintaining a professional demeanor and appearance.
• Continuously engaging in learning and staying updated on new technologies and industry best practices.
• Completing all administrative tasks (e.g., expense reports, time sheets) accurately and on time.

Service Technician

Saint Louis, MO 63026 USA