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# Deskside Team Lead - WashU IT

- **Company:** Inc Washington
- **Location:** St. Louis, MO, United States
- **Experience:** Expert
- **Salary:** $56,597.0 - $90,605.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Desktop Computing, Windows Remote Assistance
- **Published:** May 22, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b320785e4ea10209

## About the Role

Do you have experience in Team supervision?, Do you have a Bachelor's degree?, Bachelor's degree or combination of education and/or experience may substitute for minimum education.

Certifications/Professional Licenses:
No specific certification/professional license is required for this position.

Work Experience:
Supervisory (5 Years)

Skills:
Not Applicable

Driver's License:
A driver's license is not required for this position., No additional education unless stated elsewhere in the job posting.

Certifications/Professional Licenses:
No additional certification/professional licenses unless stated elsewhere in the job posting.

Work Experience:
Management/Supervisory (7 Years)

Skills:
Communication, Conflict Resolution, Customer Needs Assessments, Customer Satisfaction, Customer Service, Desktop Computers, Oral Communications, Server Technologies, Situation Management, Team Play, Team Support, Technical Knowledge, Windows Applications, Work Collaboratively, Written Communication

## Description

Ensure positive experience between deskside support and customers by overseeing daily operations & activities of deskside technical staff. Serves as liaison between customers and departmental support staff. Decrease response time by serving as primary contact point for incident escalations requiring deskside resources., * Enhances customer service by managing resources and ticket escalations in response to departmental needs.

 * Analyses and assigns tickets and manages work flows to maintain service levels and meet customer expectations.
 * Manages accountability and follow-up for tasks and escalations that cross Departments.
 * Contacts point for warm hand-off to support the Incident Management Process Guide.
 * Communicates with customer in response to incoming tickets.
 * Enhances customer service by performing preliminary analyzation to determine whether to administer remote assistance or assign ticket to a deskside technician for on-site resolution.
 * Reduces in customer wait time by assessing technician availability for ticket escalation/assignment.
 * Manages communications to technical staff, departments, vendors and customers as needed; includes addressing and responding to customer complaints and requests in a professional manner.
 * Liaison with customer for project and inventory assessments and solutions.
 * Onboards new technicians and contractors, including verifying all access and scheduling of training, as well as pairing with appropriate technicians.
 * Provides schedule maintenance, prepares and monitors technician schedules relating to medical student exams and labs; coordinates with project managers for scheduling of technicians as resources for EUS projects.
 * Provides hands-on support to assist deskside technicians, as needed.
 * Performs other duties as assigned.


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