- Hire, train, and develop; ensure the team is empowered to drive innovation and work creatively, participate productively on inter-departmental project teams, and engage in regular professional development activities
- Establish and ensure adherence to standards, policies and procedures for End-User platforms.
- Maintain consistent and secure deployment of new systems, software, and enhancements across the environment
- Drive continuous improvement in customer service and operational support. Monitor and enforce SLAs with managed service providers
- Develop and maintain solid understanding of customer needs and strengthen working relationships with the key stakeholders across the organization
- Enable collaboration and communication through support and advancement of the organizations Audio/Visual, presentation, and collaboration technologies
- Act as Subject Matter Expert for End-user technologies in development of strategic roadmaps and tactical planning for deployment
- Negotiate agreements with vendors, managed service providers, and contractors
- Lead team in developing desktop packaging, automation, workflows, and testing
- Manage mobile device platforms
Required Skills
- 5+ years leadership in a 500+ End-User device environment with service desk responsibility
- Demonstrated ability to collaboration and communicate in a highly productive, solution-oriented manner with people at all levels of the organization
- Exhibits a strong drive to take ownership of performance and fosters a passion within his/her team for delivering at a high level
- Demonstrate a positive, “can-do” mindset even amidst setbacks
- Passion for improvement, continuously looking for ways to learn new things and drive efficiency by resisting status quo thinking
- Experience managing workflows, queues, and prioritizing work based on business requirements
- Advanced Desktop Skills/tools with demonstrated ability to define, communicate, and execute on strategic direction within the End-User technology space
- Experience implementing Microsoft 0365 Collaboration and Productivity Suite and cloud technologies
- Experience evaluating and implementing Virtual Desktop and Application solutions
- Experience with protection, security, and integrity of data in motion and at rest on mobile and other end-user devices
- Experience managing workflows, queues, and prioritizing work based on business requirements
- Demonstrated success identifying and using Consulting/Contracting resources to effectively manage cost and outcome.
- Experience creating and presenting educational material in support of existing and new solutions
- Experience in applying Agile methodologies
Must have a solid understanding of the Information Technology Infrastructure Library (ITIL) principles, practices and processes.
Required Experience
PREFERRED:
- Advanced knowledge of IP Networking, Active Directory, DNS
- Expert level End-User applications, technologies and support practices
- Advanced Customer Care and Call Center experience
- Expert level troubleshooting and issue resolution skills
- Expert level knowledge of End-User Devices preferably Dell Desktop/Laptops, Surface Tablets, IOS/Android device
- IT Security experience and/or certifications
- Experience with Cloud services Azure, AWS, Google (IAAS, PAAS, SAAS)
- Experience in financial services industry