**Job Description:** **Responsibilities** + Manages technicians to guarantee adherence to ticketing procedures as per Field services/account guidelines. + Enforces asset management and inventory processes for spare parts and equipment. + Ensures site service level standards by: + Auditing tickets for process compliance, examining comments and status. + Analyzing daily reports to resolve immediate service concerns regarding SLA risks, workload distribution, aged tickets, backlog, and technician productivity. + Escalates service issues when necessary. + Assigns technician duties. + Reports performance data to regional managers and contributes to daily metric discussions in stand-up calls. + Equips employees with necessary tools, access, accounts, and training. + Involved in interviewing and instructing technicians on job-required skills and resources. + Serves as a communication liaison for staff, clients, and field agents. + Dedicates 50% of the workday to resolving tickets. **Preferred Education and Training** + High school or G.E.D. + Lenovo or other vendor certifications + CompTia A+, _Network+/Security+ (Preferred but not required)_ + Apple training _(preferred but not required)_ **Work Environment** + Exact Work Location: 124 Industry Lane. 21030 Hunt Valley, MD. + Walk up kiosk/ vending and lock / network printers. + Data Center or Telco Closet + May require weekend work for Critical and High Priority support only. + Will require shift work/On-call coverage. + Primary Site contact for DXC & Textron Service Delivery Managers **If you are an applicant from the United States, Guam, or Puerto Rico** DXC Technology is an Equal Opportunity/Affirmative Action employer (https://dxc.com/content/dam/dxc/projects/dxc-com/us/pdfs/careers/Equal-Employment-Opportunity.pdf) . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below. We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the **Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters** . To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below. Postings link (https://mandatoryview.com/?LicenceId=c38a7700-5aa2-48a3-b95a-22e6e1fb0721&ProductType=OnlineApplicant&SubType=PG) **Disability Accommodations** If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email (GSS-HR-ER@dxc.com) . Please note: DXC will respond only to requests for accommodations due to a disability. Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here _._