Regional Tech Lead Command Center

• Leads and oversees Americas Tech Café operations, managing a distributed team of technicians across core and critical sites. Ensures consistent service delivery, operational excellence, and effective incident resolution through strong technical expertise and process adherence.

Responsibilities

•Ensure process adherence and policy compliance across all Tech Café operations •Lead and coordinate regional team activities, including access management and site readiness •Manage escalations and critical issues, driving timely and high-quality resolution of complex scenarios •Analyze incident trends and performance data to drive continuous improvement •Provide coaching, training, and guidance to technicians to enhance technical and operational capability

• Receives regular and general instruction, guidance, and direction from others on IT projects in the form of specific objectives.
• Interacts with others to inform and provide suggestions for action.

Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Technology, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience or an advanced degree with little or no work experience.

Preferred Certifications

• N/A

Knowledge & Skills

• AV / Collaboration Technologies (Teams Rooms, Zoom Rooms, Endpoints)
• Technical Troubleshooting & Root Cause Analysis
• Operations Leadership
• Remote Team Management
• Incident & Escalation Management
• Process Adherence & Standardization
• Policy Implementation
• Access & Permissions Management
• Tech Café Operations & Readiness
• Backroom Operations Coordination
• Performance Monitoring & Trend Analysis
• Continuous Improvement
• Stakeholder Communication
• Customer Experience Management
• Coaching & Training Development
• Decision-Making Under Pressure

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

• Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity

• Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.