Lead Engineer

About the role

As Team Lead, you will provide hands-on technical support and day-to-day leadership for onsite service delivery during the assigned shift. The role coordinates workload, provides technical guidance, monitors service performance, and supports consistent execution of client and Computacenter procedures. Primary service areas include IMAC activity, desk and equipment deployments, conference room readiness, end-user support, queue oversight, SLA/KPI performance, documentation, shift handoffs, and continuous improvement.

Responsibilities

• Provide day-to-day leadership while participating directly in service delivery, including work prioritization, task assignment, technical guidance, service execution, SOP reinforcement, shift handoffs, and cross-team coordination.
• Support coaching, training, and performance observations for management review; formal appraisals, disciplinary action, and staffing decisions remain with the Team Manager or Operations Delivery Manager.

Customer Management

• Maintain working knowledge of the client and support the service management team in strengthening the customer strategy, operational procedures, and onsite support model.
• Implement operational measures that improve service quality, responsiveness, and customer satisfaction within the defined onsite support scope.
• Monitor service quality using ticket trends, SLA/KPI indicators, observations, and customer feedback, escalating concerns as needed.

Operational Delivery

• Lead the team during assigned shift hours while supporting daily service delivery, coverage, and task ownership.
• Own and perform IMAC activity, desk setups, hardware moves, equipment deployments, and related onsite support requests.
• Ensure conference room checks are completed, issues are documented, and follow-up activity is coordinated with the appropriate teams.
• Monitor queues, aging work, ticket balance, SLA/KPI performance, and workload trends to identify risks and support timely resolution.
• Maintain accurate ticket updates, asset details, handoff notes, and operational reporting.
• Provide technical and procedural guidance to onsite staff and escalate service risks as needed.
• Develop, update, and reinforce SOPs for work execution, shift handoffs, escalation paths, and client-specific support.
• Coordinate equipment readiness, deployments, inventory support, and follow-up actions for desks, peripherals, and end-user hardware.
• Support cross-team training and knowledge sharing across onsite support functions.
• Identify improvements that increase efficiency, consistency, and service quality.
• Support operational change management by identifying service changes, deviations, and impacts, then escalating through the appropriate process.
• Monitor coverage, workload distribution, and resource needs, escalating staffing gaps or coverage risks.
• Use dashboards and reporting tools to review queue health, SLA/KPI performance, utilization, and improvement opportunities.

People Management

• Provide task direction, workload management, coaching, and team development support.
• Support onboarding and integration of new team members into client processes, tools, expectations, and shift operating procedures.
• Guide less experienced colleagues and share performance observations with management without direct disciplinary responsibility.
• Deliver customer-specific training on client processes, SOPs, escalation paths, and service requirements.
• Identify training needs, coaching opportunities, knowledge gaps, and readiness for expanded responsibilities.

Relationship Management

• Support operational governance for the onsite team, including clear communication routines, escalation paths, reporting expectations, and shift handoff practices.
• Build and maintain effective working relationships with client stakeholders, onsite teams, Operations Delivery Manager, and external partners.
• Review SOP adherence, service performance, queue trends, and delivery quality; recommend improvement actions where recurring gaps or risks are identified.

Reporting

The Team Lead PM Shift position operates in a matrix-managed structure supporting the account, including:

• Report to the assigned Team Manager or Operations Delivery Manager for the account.
• Partner closely with onsite support teams, service management, client stakeholders, and cross-functional technical teams to coordinate service delivery and escalation activity.

Requirements

• Bachelor’s degree or technical school qualification preferred, or equivalent relevant experience.
• Experience in an IT service environment and leading or coordinating onsite technical support in a fast-paced, client-facing setting.
• Industry certifications aligned with the supported technologies are preferred.
• Experience leading onsite technical support teams in a fast-paced client environment.
• Strong understanding of IMAC, hardware deployment, conference room support, queue management, SLA/KPI tracking, and ticket documentation.
• Ability to balance workloads, monitor utilization, coach team members, and provide development input to management.
• Experience creating SOPs, facilitating training, and supporting knowledge transfer.
• Ability to communicate clearly with technicians, service management, client stakeholders, and cross-functional teams.
• Demonstrated leadership in a client-facing technical service environment.
• Ability to perform effectively under pressure.
• Professional presence and the ability to represent Computacenter appropriately in a high-touch client environment.
• Ability to build and maintain effective relationships with the client and internal teams.
• Clear written and verbal communication skills.
• Familiarity with ticketing systems, including updates, documentation, prioritization, and follow-through.
• Strong organizational skills with the ability to prioritize competing demands.
• Good decision-making and problem-solving skills.