Level 3 Desktop Technician

At

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Our client is currently seeking a qualified Desktop Tech III - Customer Experience and Team Lead to join their team onsite in Ridgefield, NJ and be the point of contact for escalated technical support while also serving as the operational lead for a team of support technicians.

Duties and Responsibilities:

Customer-Centric Leadership

• Serve as a role model for service excellence, coaching team members on tone, empathy, and professionalism.

• Lead by example in delivering compassionate and effective technical support, ensuring every user interaction is resolved efficiently and with care.

• Act as a champion for customer advocacy, ensuring the team consistently exceeds expectations for service delivery and issue resolution.

Team Oversight & Quality Management

• Provide real-time support, mentoring, and guidance for L1 and L2 technicians.

• Monitor case queues to ensure proper triaging, escalation, and SLA adherence.

• Conduct spot audits on tickets to ensure accuracy, completeness, and appropriate customer communication.

• Actively lead knowledge management efforts, ensuring documentation is current, relevant, and used effectively across the team.

• Facilitate training on best practices, SOPs, and customer engagement techniques.

Technical Leadership & Escalation Management

• Take ownership of escalated issues requiring advanced technical intervention or high-touch customer service.

• Serve as the primary escalation point for complex incidents and VIP support requests.

• Coordinate with resolver teams and vendors to ensure timely resolution of technical issues and hardware repairs.

Process Improvement & Operational Leadership

• Identify service delivery gaps and propose improvements to enhance efficiency and customer satisfaction.

• Track and report on performance metrics and support KPIs, focusing on quality and customer experience.

• Collaborate with leadership to streamline workflows and enhance end-user engagement strategies.

Advanced Support Responsibilities

• Coordinate onsite support for hardware-related incidents, including diagnostics, part replacements, and warranty compliance.

• Provide deskside and remote support for supported platforms, including Windows OS, standard applications, and corporate software.

• Support new hire onboarding, including asset configuration and setup.

• Oversee imaging / reimaging, device wipe processes, and advanced printer and peripheral support.

Skills and Qualifications:

• Minimum 2+ years in a Service Desk or Technical Support role with demonstrated leadership experience (at least 1 year).

• Strong customer service mindset with the ability to build rapport, de-escalate tense situations, and guide others to do the same.

• Solid knowledge of desktop technologies, Windows OS, Active Directory, VPN, and standard office applications.

• Familiarity with ITSM tools (e.g., ServiceNow, Remedy), and understanding of SLAs, KPIs, and service delivery metrics.

• Effective communication skills, both written and verbal, and the ability to interface with all levels of an organization.

• Experience in managing escalations, coaching staff, and promoting continuous improvement.

• Relevant certifications (CompTIA A+/Network+/Server+, Microsoft, Cisco, Apple, etc.).

• Knowledge of ITIL principles and best practices.

• Associate degree in Computer Science, IT, or equivalent experience preferred.

Wage Range :
The hourly rate for this position is between $30.00 - $ 40.00 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

Benefits :
The Company offers a comprehensive benefit package that you can elect into including but not limited to the following benefits, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, life insurance, AD&D insurance, disability plans, Employee Assistance Program, paid holidays (up to 6 days annually), paid time off (minimum of 10 days annually), paid parental leave (minimum of 10 days annually), 401(k), FSA/HSA pre-tax benefits.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

W2 only, no Corp to Corp. We are unable to sponsor H-1B visas at this time.

TM, a division of CompuCom® Systems, Inc., is an Equal Opportunity Employer. We provide IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit .