Jobs For Humanity - Stockton, CA
posted 4 months ago
As the IT Asset Management Lead at ComputerCare, you will play a pivotal role in overseeing the recruitment, evaluation, professional development, and retention of a team of up to fifteen hourly team members. Your responsibilities will include monitoring performance metrics and preparing monthly reports for the Technical Services Manager to identify trends and areas for improvement. You will ensure the accuracy of reporting used to manage client ticket submission requests for IT Asset Management teams, maintaining a timely customer requests queue in accordance with Service Level Agreements (SLAs). Continuous improvement will be a key focus, as you will identify areas where procedures and processes can enhance customer experience and lead your team to achieve these goals. In this role, you will manage employee time cards weekly to ensure accuracy, including approvals for payroll weeks. You will define and monitor department Key Performance Indicators (KPIs) in collaboration with the Technical Services Manager. Additionally, you will lead the design and execution of operational standards and processes for the IT Asset Management teams, ensuring accurate tracking and bi-weekly inventory counts of all client assets. As the primary point of contact for client meetings, you will strategize with your team to meet client expectations and collaborate daily with the internal sales team to address shifting client needs and approve new provisioning requests. You will also manage asset risks and issues that may impact client needs and end-user productivity, working closely with the Technical Services Manager to assess and manage staffing needs for efficient workforce management. Acting as the main point of escalation for process efficiency issues, you will collaborate with cross-department teams to resolve these challenges. Your leadership will ensure that the IT Asset Management teams engage positively with vendors, customers, and team members, aligning with the company's core values. Participation in quarterly company leadership meetings will be expected, where you will collaborate on company initiatives and deliverables. Furthermore, you will drive excellence in Health and Safety programs, fostering a culture of safety by eliminating hazards and risks whenever possible. Your commitment to organizational excellence will also involve promoting a work culture of Diversity, Equity, and Inclusion by embodying the company's vision and core values. Other duties may be assigned by leadership as needed.