Onsite Tech Support – Team Lead

Company Description

Re:Sources is the backbone of Publicis Groupe, the world’s third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 4,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients.   

In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.

The company is a premier shared services company serving the financial, technological and administrative needs of U.S.-based business units of the world’s third largest Communications company.  With 2021 net revenues of over 10 billion Euros, the parent company specializes in Advertising, Digital, Media buying and consultancy.  The parent company is present in over 100+ countries on 5 continents, with 80,000 employees.

Job Description

JOB SUMMARY

The Onsite Tech Support – Team Lead is responsible for the daily supervision of a team that can consist of Associates, Sr. Associates, interns, and consultants across one office or multiple offices.

The Team Lead will act as the point of contact and escalation for the team, agency, clients and associated teams within Re:Sources. Staff supervision, staff development, resource management and service level agreement (SLA) monitoring will be high priorities.

The Team Lead will be responsible for maintaining a high degree of team awareness of projects and issues in your buildings and within the Groupe, morale and culture in parallel with the delivery of outstanding service and reliability. Situation adaptation, crisis management and urgent response skills are key and will go hand-in-hand with the need for a proactive approach and response planning.

JOB FUNCTIONS

Queue and Service Level Agreement (SLA) Management

• Monitor all assigned queues for ticket routing
• Ensure team is meeting SLA compliance metrics
• Report on SLA performance metrics
• Handle escalations of incidents, requests and tasks as needed
• May be asked to work on incidents and requests; troubleshoot system, application, and hardware issues

Customer Advocacy and Service

• Drive the delivery of IT services
• Develop and maintain productive agency relationships
• Gather regular feedback from agency stakeholders
• Represent Re:Sources in a positive and agency focused fashion

Team Leadership

• Schedule and lead team meetings and functions
• Promote team loyalty and culture
• Provide regular and productive feedback to team members
• Identify training and development opportunities to strengthen and grow skill sets within the team
• Mentor team members

Communication

• Strong interpersonal skills with heavy focus on customer service
• Demonstrate sound written, oral and organizational skills
• Document solutions, systems and procedures
• Collaborate with local and remote teams
• Consistently share solutions with peers
• Works effectively as an individual and as part of a team
• Ensure team is contributing to collaboration channels to share information with team members and larger Onsite Tech Support service team
• Ensure team is aware of policies and processes such as incident management and issue escalations
• Timely escalations to operations manager via written or verbal communication
• Comfortable training small and large groups of people on new IT solutions

Resource Management & Project Management

• Schedule tech coverage for locations
• Ensure team follows time entry procedures
• Track out of office scheduling for team members
• Write performance evaluations and conduct reviews
• Allocate resources to ongoing and limited duration projects

Continuous Improvement

• Gather knowledge of technology changes through training, conferences, books, journals, case studies, and perform product evaluations
• Share information gathered with other team members to help them