Customer Service Professional II - Warehouse Team Lead

Key Tasks & Responsibilities

Warehouse Operations & Inventory Management

Manage daily warehouse operations, including receiving, storing, staging, and distributing IT equipment.

Maintain accurate inventory of hardware assets (e.g., desktops, laptops, peripherals, and accessories).

Oversee asset tagging, tracking, and reconciliation in asset management systems (e.g., ServiceNow).

Ensure proper handling, storage, and security of IT equipment.

Coordinate shipment and delivery of equipment to end users and support teams.

Coordinate with Help Desk, MAC teams, and Windows desktop support staff to fulfill equipment requests.

Serve as point of contact for warehouse-related inquiries and escalations.

Ensure timely fulfillment of service requests and minimize delays impacting end users.

Maintain high levels of customer satisfaction through accurate and responsive service.

Asset Lifecycle & Hardware Management

Support full lifecycle management of IT assets, including procurement, deployment, refresh, and disposal.

Evaluate incoming hardware for condition, compatibility, and compliance with standards.

Assist in developing hardware standards, inventory controls, and warehouse procedures.

Maintain records and reports on asset inventory, utilization, and lifecycle status.

Ensure proper disposition of retired equipment in accordance with security and compliance requirements.

Customer Service & Support Coordination

Coordinate with Help Desk, MAC teams, and Windows desktop support staff to fulfill equipment requests.

Serve as point of contact for warehouse-related inquiries and escalations.

Ensure timely fulfillment of service requests and minimize delays impacting end users.

Maintain high levels of customer satisfaction through accurate and responsive service

Leadership & Team Oversight

Lead and supervise warehouse staff and logistics personnel.

Assign and prioritize tasks to meet operational demands and service levels.

Provide training and guidance on inventory processes, tools, and procedures.

Monitor team performance and ensure adherence to quality and accuracy standards.

Support hiring, onboarding, and staff development activities.

Process Improvement & Reporting

Identify inefficiencies in warehouse and inventory processes and implement improvements.

Develop and track KPIs such as inventory accuracy, fulfillment time, and asset turnaround.

Ensure accurate documentation of asset movements and transactions in ITSM/ITAM tools.

Support audits by maintaining detailed records and compliance documentation.

Ensure adherence to IT security policies, asset control standards, and regulatory requirements.

Required Skills & Competencies

Strong knowledge of inventory management and asset tracking systems

Familiarity with IT hardware (desktops, laptops, peripherals)

Experience with ITSM/ITAM tools (e.g., ServiceNow)

Strong organizational and logistical coordination skills

Excellent customer service and communication skills

Attention to detail and accuracy in inventory control

Preferred Qualifications

Experience in federal or government IT environments

Experience supporting large-scale IT deployments or refresh programs

Work Environment

Warehouse and office environment

Requires physical activity, including lifting, moving, and organizing IT equipment

May involve coordination of deliveries and shipments

Education & Experience

Education

Bachelor’s degree in Information Technology, Supply Chain Management, or related field

(or equivalent experience)

Experience

5+ years of experience in warehouse operations, inventory management, or IT asset management

Experience managing IT hardware assets in an enterprise environment

Experience in a lead or supervisory role preferred

Certifications

Certifications in asset or inventory management (e.g., Certified Hardware Asset Management Professional – CHAMP)

ITIL certification preferred.

Security Clearance

Applicants must be able to obtain a Public Trust clearance