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Technical Operations Lead $35

S

Solugenix

Technical Operations Lead $35

Irvine, CA
Full Time
Paid
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  • Responsibilities

    Job Description

    TECHNICAL OPERATIONS LEAD $35-$48/HR IRVINE, CA (ONSITE) CONTRACT TO HIRE JOB ID 2022-6724

    Solugenix is assisting a client in their search for a TECHNICAL OPERATIONS LEAD. This is a contract to hire opportunity in Irvine, CA.

    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 diverse scope where analysis of data and service delivery metrics requires the 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.

    QUALIFICATIONS:

    • Must have 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 the client.
    • High-Level understanding of the Desktop Support technology areas and understanding across infrastructure components.
    • Customer service-focused; ability to manage key stakeholders in a 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 the usage of SCCM for deployments and installations.
    • Experience in OS installation, handling OS related issues, and troubleshooting issues.

    RESPONSIBILITIES:

    • Direct and manage engagement development by defining project scope, goals, and deliverables that support business goals in collaboration with client requirements.
      • This includes driving and tracking progress for Refresh and/or other Project-related activity.
      • Ticket Reporting for IMAC and Break/Fix Activity (Service Request and Incident Management).
      • 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 to design creative and efficient solutions to meet customer demands and requirements.
    • Serve as a single point of contact for all engagement escalations while driving issue resolution and reporting status to all applicable stakeholders.
      • 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.

    ABOUT THE CLIENT Our client is a leading IT Service Provider.

    Company Description

    For over 50 years, Solugenix has been a global technology development and services firm with locations in California, Arizona, India and the Dominican Republic. As a pioneer in professional staffing services and IT Consulting, we’ve partnered with some of the biggest global corporations across many industries.