Job Description

The position of Technical Lead – End User Computing provides day to day Operational Leadership to the End User Computer/Deskside Support team.

The candidate works on assignments of a diverse scope where analysis of data and service delivery metrics requires evaluation of identifiable factors.  The candidate exercises judgment with limited supervision within the generally defined practices and policies in selecting methods and techniques for obtaining solutions and acts as a liaison between customers, departments, and within the organization to lead to problem resolution.

Essential Leadership duties for the position include, but are not limited to the following:

·         Must have at 10 years of experience in managing IT Service Management operations specifically in End User Computing and Desktop service operations

·         Experience in leading and managing the team for day to day operations

·         Experience in reporting and handling reviews with client

·         High Level understanding of the Desktop Support technology areas and understanding across infrastructure components.

·         Customer service focused; ability to manage key stakeholders in positive, poised and effective manner.

·         Proven experience effectively communicating issues/challenges and solutions to the business.

·         Strong understanding and demonstrated experience working within the Managed Service Operation.

·         Excellent English communication skills, both written and oral and analytical skills.

·         Knowledge and experience with ITIL Service Management Lifecycle framework and processes. Analytical and Communication skills

·         Basic network understanding & troubleshooting skills

·         Experience in usage of SCCM for deployments and installations.

·         Experience in OS installation, handling OS related issues and troubleshooting of issues

Essential duties for the position include, but are not limited to the following:

·         Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements

o    This includes driving and tracking progress for Refresh and/or other Project related activity

o    Ticket Reporting for IMAC and Break/Fix Activity (Service Request and Incident Management)

o    General Ad-Hoc Ticket Report and Trend Analysis

·         Monitor and Report trends, issues, and success, daily, weekly, and monthly

·         Accountable and oversees  refreshes, lease returns, inventory availability, Desktop Support Team scheduling and availability

·         Define and implement best practices and tools for engagement execution and management based on engagement scope and deliverables

·         Enforce engagement deadlines and schedules while managing direct and shared resources to meet engagement requirements

·         Identify engagement strengths and weaknesses to reinforce deliverable objectives and suggest areas of additional opportunity

·         Manage interface and customer experience between stakeholders, engineers, local and remote support teams

·         Create processes and manage operations that combine dedicated and shared vendor abilities with customer expectations in order to design creative and efficient solutions to meet customer demands and requirements

·         Serve as single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders

o    This includes launching technical/escalation bridges and ensuring cross platform collaboration exists amongst all required team members

·         Support technical staff with 3rd and 4th level issues

·         Consult clients regarding scope, technical, and operational abilities and limitations specific to engagement environment

·         Coach, mentor, motivate, and manage engagement team members, and influence them to take positive action and accountability for their assigned tasks

·         Service Delivery duties per customer requirement as assigned

Experience:

·         7 Years + Bachelor’s Degree or Equivalent

·         Requires 10+ years of related work experience

·         Experience in utilizing ITSM Tools, PowerPoint and Excel as needed for presentation and data analysis purposes

·         Excellent written/verbal communication skills

·         Experience developing relationships with customers and building high levels of trust, loyalty, and satisfaction

·         Experience Leading Cross-Functional Teams

·         Experience in managing multiple projects simultaneously to meet client goals

·         Has a strong sense of urgency and ability to deliver under tight timeframes and deadlines

·         Strong Operational Leadership Skills

·         Sound knowledge of imaging tools (SCCM,Ghost, MDT)

·         Sound knowledge of data backup and recovery tools (USMT)

·         Installing, upgrading, and migrating to Windows 7/10

·         Deploying Windows 7/10 in large enterprises

Certifications:

·         A+ Certification Required

ITIL Foundations Service Management Framework (Certification Preferred)

Company Description

We are committed to delivering exceptional services and professionals with proven work ethics and processes. Provide an exceptional client experience Deliver on our commitments Build trust by thinking and acting with integrity Create an environment that inspires innovation