• Desktop Team Lead, IT Systems Support

    Location Name IA, Urbandale - 3840 109th Street
    Date Posted
    1 month ago(2/7/2019 9:50 AM)
    Berkley Technology Services LLC
    Primary Location
    Information Technology
  • Company Details

    Berkley Technology Services_Logo


    If you are ready to jump start your career, BTS is the place for you!  Berkley Technology Services (BTS) is a dynamic company committed to providing world class IT services. We offer a unique culture, enabling our team members to be on the cutting edge of technology while delivering high quality solutions. We are looking for outstanding individuals who will bring unique perspectives, insight and innovation to our teams. BTS, a member company of W. R. Berkley Corporation, has facilities located in Des Moines, Iowa and Wilmington, Delaware. Our functions include working with various third parties to develop, integrate, and support insurance systems of WRBC's operating units. BTS strives to provide these functions in a holistic manner including helpdesk support, system connectivity, and operational support. Additional responsibilities include coordinating communications regarding best practices in the use of our supported systems and researching new technology. At BTS, there are opportunities associated with being a part of an established and empowering corporation while maintaining a positive personal working environment. Additionally, we provide a competitive compensation and benefits package including a casual dress code. BTS is constantly growing and expanding to meet the changing demands of one of the most successful insurance organizations in the world. Visit us at to learn more information.




    The Team Lead will provide leadership and direction in a managed service environment to the BTS Desktop Support team.  Develop standards and training for staff to provide quality and timely service to the business.  Manage and support various desktop service offerings to the companies. Utilize vendor services along with internal resources to service and support a distributed network for company desktops. Work closely with other infrastructure teams such as The Service Desk, Security, Messaging and WINTEL Server engineering as well application product teams for the implementation and maintenance desktop environments. Responsible for the day to day management of desktop team members and support queue management within Service Now. 


    Primary Duties & Responsibilities:
    •Manage and direct the daily activities of the Desktop Services staff including both internal and external service providers.
    •Assignment and daily prioritization of incidents reported to the Helpdesk/ Service Desk; ensure all requests are handled promptly and effectively such that agreed service levels are met.
    •Regularly monitors incidents, status, and speed of resolution of enquiries and problems; is proactive in devising improvements and recommending changes to systems, products, or services.
    •Produce metrics to ensure a high level of customer satisfaction.
    •Resolve technical issues across technical areas relating to the extension of desktop technology throughout the Company.
    •Manage desktop infrastructure projects supporting major systems initiatives within Production Management.
    •Monitor/manage desktop and computing activities, lifecycle deployment, disaster recovery, and maintenance throughout the Company.
    •Address and resolve chronic desktop issues.
    •Manage outsourced vendor agreements, employee/contractor selection, assignment/scheduling, performance evaluations, career plans, skills assessment, goal setting, and training plans.
    •Ensures that the inventory of components to be supported is complete and current and up-to-date with lifecycle practices.
    •Demonstrates commitment and ingenuity in expert application of available facilities to non-standard situations, investigating complex situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimized.
    •For all requests that cannot be directly resolved, provides an effective interface at the highest level between users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved.
    •Evaluates potential solutions, and implement in consultation with users, demonstrates all features, plans requirements, installs (including field modification) and commissions desktop systems, products and services and their upgrades, agreed field modifications, or workarounds.
    •Be able to represent the team as required with the ability to travel domestically at a minimum.


    •5-7 years of experience in the information technology field, with experience as a service delivery and service support lead.
    •Strong background in IT service delivery with a proven track record of ability to meet business requirements.
    •Strong background of the desktop computing platform including SCCM
    •Ability to support users remotely.
    •Proven background in developing centralized delivery of desktop upgrades, patches and enhancements through automated packaging and other delivery methods.
    •Experience in implementing technology lifecycles and refresh processes.
    •Proven people management skills, with a track record of leading a team.
    •Experience and commitment to customer service delivery and service level agreements.
    •Demonstrated experience in effectively communicating with a broad base of technical and non-technical constituents including project teams and multiple management layers.
    •Outstanding interpersonal and teamwork skills.
    •Strong customer orientation and excellent negotiation skills.
    •Ability to foster teamwork.
    •Bachelor’s Degree in Computer Science or a related field or equivalent experience.
    •Technical certifications in related fields are a plus.
    •Demonstrated knowledge in the implementation and best practices approach of ITIL.


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