Urban Science

  • IT Operations Services Lead

    Location US-MI-Detroit
    Posted Date 9 hours ago(9/16/2019 11:46 AM)
    Job ID
    2019-4210
    # Positions
    1
    Category
    IT Operations
  • Overview and Summary

    The Services Lead role is expected to function independently with minimal guidance in supporting internal end users with desktop, laptop, and mobile device hardware/software needs. In addition, the Lead role is expected to have full responsibility for managing and motivating a team of direct reports.

    Essential Duties and Responsibilities

    • Responsible for effective management of regional iHelp projects, including overseeing project plans and monitoring and tracking progress and effectively communicating with all required stakeholders.
    • Adhere to corporate policies, procedures and security, ensuring standard procedures are documented, maintained and accessible by team members.
    • Immediately respond to critical incidents (Sev 1) by gathering all relevant stakeholders and managing a process of resolution in order to ensure systems are up and running as quickly as possible; complete appropriate incident management documentation.
    • Manage software and hardware asset information to ensure data accuracy and timeliness.
    • Respond in a timely manner to troubleshooting and service requests related to computer hardware & software functionality, phones and printer issues while ensuring standard ITO processes for ticketing is being followed.
    • Collaborate with team members by sharing knowledge, providing support and technical expertise to help resolve problems/issues. Act as the point of escalation within the team to troubleshoot and correct issues and problems that cannot be resolved.
    • Work closely with the Enterprise Applications team to identify areas for improvement and hold direct team responsible for implementing.
    • Coach, mentor and train team members, ensuring instructions and rationale for work responsibilities is clearly explained and understood.
    • Identify hardware and software requirements for new hires, complete the set up and configuration of equipment and conduct new hire IT orientations, ensuring users have a clear understanding of their devices and IT policies.
    • Partner with Human Resources to ensure termination and transfer processes are followed.
    • Install software, files, databases, updates and service packs, ensuring the appropriate approvals process is followed. Set the strategy and process for conducting new hire IT orientations, ensuring users have a clear understanding of their devices and IT policies.
    • Produce, review and present team metric reports related to number of open tickets, response rates and quality of responses; guide team members towards process improvement.
    • Stay updated and current on related technologies (hardware and software), keep team members up to date, and take the lead in making recommendations for equipment and or products to the team for review.
    • Proactively communicates with upper management to provide updates and report issues in a timely manner.
    • Works with manager in completing own annual goal setting and performance review in a timely manner.
    • Participate in ad-hoc IT Operations related projects or assignments, as needed.

    SUPERVISORY RESPONSIBILITIES
    Responsible for all aspects of RSTMM (recruit, select, train, manage, motivate) of selected staff which includes the following:

    • Interviewing & selection
    • Setting objectives
    • Conducting performance appraisals
    • Assigning and prioritizing work
    • Approval of timesheets
    • Establish and maintain quality, quantity and timeliness of work
    • Employee development, career planning and promotions
    • Training plan development for direct team
    • Coach, mentor, manage and motivate
    • Interpret and carry out established corporate policy, including disciplinary procedures

    Qualifications - Education and Experience

    QUALIFICATIONS, EDUCATION AND EXPERIENCE
    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Documentation: Advanced skill in technical writing and documentation.
    • Technical Knowledge: Advanced knowledge and experience with various technologies required for the specific role (i.e., Windows Server, Active Directory, Microsoft Exchange).
    • Time Management: Skilled in prioritizing competing demands and managing multiple concurrent tasks.
    • Project Management: Understanding of project management principles and fundamentals (i.e., estimating work efforts, defining work plans, delegating, monitoring and reporting schedule variances and scope changes).
    • Budgeting/Finance: Ability to gather and present cost analysis information to upper management.
    • Verbal Communication: Ability to compose and verbally deliver information of varying levels, using appropriate grammar, tone, inflection and non-verbal cues, while also listening to and correctly deciphering verbal communication delivered by others.
    • Written Communication: Ability and capacity to communicate ideas, facts and data in writing using appropriate grammar, syntax and sentence structure.
    • Analytical Thinking: Ability to understand a situation by breaking it apart into smaller pieces, and/or tracing the implications of a situation in a step-by-step causal way.
    • Results Oriented: Ability to strive for optimal results by taking responsibility for timeliness, commitment to task and adherence to performance standards.
    • Ethics & Integrity: Ability to behave in a trustworthy & transparent manner.
    • Teamwork & Cooperation: Ability to work cooperatively with others and be part of a team.
    • Self-Control: Ability to keep emotions under control and to restrain from negative actions or behaviors.
    • Information Seeking: Ability to gain a deeper understanding of work related issues or events by making a concerted effort to gather information and seek out development opportunities.
    • Initiative: Requires the drive to go above and beyond in order to improve or enhance job results.
    • Quality Control: Skilled in monitoring and checking work related information and deliverables ensuring high quality and accuracy.
    • Customer Service: Ability to understand and help/assist both internal and external customers and meet their needs.
    • Flexibility/Adaptability: Ability to adapt to and work effectively within a variety of situations, individuals or groups, as well as understand and appreciate different and opposing perspectives.
    • Conceptual Thinking: Ability to understand a situation or problem by putting the different pieces together to see the bigger picture.
    • Interpersonal Understanding: Ability to understand other’s feelings and concerns, and to value individual differences in people.
    • Self-Confidence: Ability to express confidence in dealing with challenging circumstances, in reaching decisions or forming opinions and in handling failures or set-backs constructively.
    • Organizational Commitment: Ability and willingness to align his/her own behavior with the needs, priorities and goals of the organization.
    • Relationship Building: Ability to effectively build and maintain friendly, warm relationships or networks of contacts with both internal and external clients.
    • Assertiveness: Ability and intent to appropriately display assertive behaviors to ensure others follow given directions.
    • Developing & Coaching: Ability, desire and intent to teach and foster the development and long-term capability of one or more employees by providing coaching, direction and feedback to enhance performance.
    • Strategic Influence: Requires the ability to effectively persuade, convince, and influence others in order to gain support to achieve work related goals/objectives.
    • Team Leadership: Requires the ability to effectively take a role as leader of a team or department with a desire to help the group achieve business related outcomes.

    EDUCATION AND EXPERIENCE

    • Must have a baccalaureate degree in a technical field (computer science, computer engineering, information technology, information systems, etc.) from an accredited U.S. college or university, or equivalent foreign institution.
    • Must have a minimum of five years relevant work experience.
    • ITIL Certification required within 90 days of hire.

    WORK ENVIRONMENT
    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    This description is intended to describe the type and level of work being performed by a person assigned to this position. It is NOT an exhaustive list of all duties and responsibilities required by a person so classified. The job may require additional hours beyond a traditional 40-hour workweek.

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