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Team Manager

Date: Nov 24, 2021

Location: Alpharetta, US, 30005 Phoenix, US Kettering, US, 45420 Canton, US, 44718

Company: Computacenter AG & Co. oHG

Overview

 

The Team Manager will report to the Service Manager and is expected to have a wide range of job duties and responsibilities up to an including being the manager for a local and remote team of engineers. As our client transforms to a hybrid support model with end users both onsite and remotely this role is imperative in keeping the team well informed and providing a consistent level of support across the team.  Experience working in an environment with hardware devices such as desktops, laptops, and chrome books, in addition to a typical Windows environment the client leverages Citrix Amazon Workplaces and therefore experience of those environments are desired.

  • Partners with business leaders to deliver services that support company objectives and that are consistant with Winning Together values.
  • Manage direct reports in multiple locations using the Engineer Report, Daily Dashboard and other operational reports.
  • Build a collaborative, cross-functional community between your direct reports, the GSD and the various IT partners.
  • Monitor overall performance of services and following up if service delivery is not meeting expectations.
  • Deliver service successfully – achieve SLAs, identify & drive glide paths for KPIs, achieve high customer satisfaction.
  • Communicate across organizational boundaries – engineers through to senior managers.
  • Recruit, train, lead, motivate, develop and manage the performance of direct reports.
  • Develop continual service improvement plans to ensure that service adequately support business needs now in the future.
  • Lead the team by example and integrating the Computacenter core values into every day mindset and speech.
  • Create demands, SoWs and complete necessary project documentation/internal forecasting activities.
  • Hold regular campus review meetings with Campus Managers to discuss metrics, projects.
  • Responsible for the workflow and resources of the team to meet the Computacenter’s contractual obligations.
  • Liaise with IT partners/other functions to ensure that the team have the right tools / skills and processes to complete their duties.
  • Act as a point of contact for the team in connection with any work related concerns issues.
  • Develop the team through coaching and training to increase productivity levels and the service offering to the customer.
  • Liaise with key members of GSD and Contracted Services to ensure that the account receives the right levels of support.
  • Participate in testing customer/internal tools, systems, processes as part of Service Introduction/Service Improvement.
  • Identify recurring problems and work toward root cause analysis with proactive, preventative solutions.
  • Manage sickness/absence, holidays and training levels in accordance with the Computacenter processes and procedures.
  • Ensure that all the team comply with the client & Computacenter security and company policies.
  • Develop and agree personal development plans for all direct reports.
  • Hold regular 1:1s with team members and lead/document weekly team meetings.
  • Complete the yearly performance reviews for direct reports.
  • Ad-hoc initiatives and projects as required by the business.
  • Performance indicators:
    • Ensure Team meets SLA performance targets
    • Drives glide paths towards KPIs
    • Maintain and improve customer satisfaction levels
    • Improvements of the quality offering through the daily / weekly quality assessments
    • Understand and adhere to policies and procedures
    • Demonstrates relevant Computacenter core values
    • Minimize costs
    • Keep skills up to date with IT industry standards as appropriate to the role/Contract
    • Attain and maintain accreditations as appropriate to the role/Contract
  • Embrace and support Computacenter’s mission and core values.

 

Supervisory Duties

 

  • Supervises, directs and controls the activities of assigned staff.
  • Interviews, schedules, trains and assigns work.
  • Establishes performance expectations and monitors results.
  • Develop and nurture a team to highlight strengths and raise the bar for talent.
  • Ensures a trained, motivated and professional staff capable of providing efficient and effective operations and exceptional member service.
  • Recommends the discipline and/or discharge of staff, while maintaining required personnel documentation.
  • Coaches and counsels’ staff, as necessary.

 

Education & Experience Required

 

  • Legally eligible to work in the United States.

 

Skills & Competencies

 

  • ServiceNow ticketing, knowledge management and reporting experience
  • Passionate about providing excellent client service and will liaise with the various IT partners of the client
  • Experience in providing training/curriculums
  • Requires outstanding writing and presentation skills, critical thinking, decision making and initiative
  • Able to meet the physical requirements of the usual and customary methods of performing the job functions, including: a variety of standing, sitting, and walking throughout the day; lifting of up to 50 pounds.

 

 

WHY COMPUTACENTER?

 
Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our customers to source, transform and manage their IT infrastructure to deliver digital transformation, enabling users and their business. Computacenter is a public company quoted on the London FTSE 250 (CCC.L) and employs over 15,000 people worldwide. In US we support some of the country’s best-known businesses with regional headquarters in both San Francisco & New York City and an Integration Center in Silicon Valley. www.computacenter.com/us


WE OFFER A GREAT BENEFITS PACKAGE!

 

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, Computacenter provides an attractive mix of benefit plans to contribute to its employees' good health, future financial security and peace of mind. 

 
You must be authorized to work in the United States.

Computacenter United States Inc. and all of its subsidiaries and affiliates is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.

 

COVID-19 Vaccination Requirement

Vaccination is required as a condition of employment in accordance with applicable law, reasonable accommodations will be considered. If you are vaccinated you are required to provide proof of your vaccination status prior to your first day of employment. Information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Computacenter United States Inc. policies.

 
No AGENCIES, please. We are not obligated to pay any fees for any individuals we decide to hire.


Nearest Major Market: Alpharetta
Nearest Secondary Market: Atlanta