• Provide lead technical supervision for 6 AIG location in California and Arizona • Supports other field services technicians across the US • Manages technicians ticketing queues to ensure SLA’s are being met• Ensures customers service ratings are being kept above average • Serves as a liaison for Dell relationship with my customer• Reviews, approves overtime schedules • Assists in planning local IT projects• Installs, maintains and optimizes desktop /notebook configurations • Ensures customer satisfaction by following through and following up with the client• Participates in meetings with other Dell site leads to discuss current issues and plans to resolve them• Create, update, maintains a repository of training documentation for Dell technicians• new technician on-boarding, software installs and PC issue resolutions • Leads a team of 6 Dell techs