Technical Service Design Lead

8 - 10 years experience  • 

Salary depends on experience
Posted on 05/03/18
Kansas City, KS
8 - 10 years experience
Salary depends on experience
Posted on 05/03/18

Job Description

Serve as the primary architect in the design, testing, and deployment of new IT solutions, hardware, and software for end-user services. Partner with Support Services team members, network engineers, and systems administrators to source, design, and deploy new tools, processes, and solutions to Support Services and DFA overall. Lead and provide direction to the Level 3 technical team in pursuit of team goals. Level 3 team members perform application administration and system maintenance services for the Service Operations group.

 

Job Duties and Responsibilities:

  • Coordinate and participate in daily objectives and priorities for Level 3 team
  • Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
  • Manage all Level 3 tickets and recurring duties to completion and according to established SLAs
  • Work closely with Service Operations Manager to identify opportunities for improvement in Service Operations
  • Define requirements, gather input form stakeholders, and develop design solutions for technical initiatives
  • Investigate, design, and build new solutions for Support Services and business units
  • Package applications for prompt and seamless deployment by Level 1-2 staff members
  • Define and maintain default images for all DFA desktop deployment hardware
  • Assist in sourcing of appropriate hardware and software for DFA entities; work with vendors and management to source and test products
  • Develop scripts to automate repetitive tasks within Support Services Operations
  • Continually investigate new tools and methods to improve value of Support Services to DFA
  • Coordinate security and maintenance patching and updates for all of desktop deployment
  • Monitor technical trends to ensure team leadership is aware and prepared for changes that may affect productivity
  • Work with Service Transition Lead to ensure new designs are well defined, tested, and ready for successful deployment
  • Design solutions for the business and Support Services as needed
  • Perform testing on all proposed changes to ensure compatibility with existing deployments
  • Ensure all Level 3 duties are managed effectively and within established policy
  • The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as required.

 

Requirements

Education and Experience

  • Bachelor's degree in a technical field (Engineering, Computer Science, etc.)
  • 8-10 years of desktop/end-user services technical design, testing, and deployment experience
  • Strong scripting and automation experience (SQL, PowerShell, etc.) with deployment and end-user services
  • Strong experience with MDT and other deployment, update, and imaging solutions
  • Expert level experience in managing/administering Office 365, One Drive and/or SharePoint
  • 2+ years of experience with MDM/EMM systems as well as mobile provisioning (IOS and Android)
  • Experience managing enterprise licensing agreements
  • Experience in customer service management preferred
  • Apple OS experience preferred
  • Certification and/or License -- current certification: Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Associate (MCSA)

 

Knowledge, Skills and Abilities

  • Expert understanding of Office 365 and Windows 10
  • Excellent leadership skills with proven problem-solving ability
  • Excellent customer service skills
  • Able to consider and support both strategic and practical implications for proposed course of action
  • Experience with multi-location coordination of technical resources.
  • Able to communicate clearly and effectively, both verbally and in writing
  • Able to interact positively and work effectively with others (interpersonal skills)
  • Able to guide Level 3 team in providing VIP service to executive customers
  • Able to organize time, energy, and resources effectively to achieve goals (organizational skills)
  • Able to present a positive, energetic, and patient mentoring style
  • Skill in leadership and coaching
  • Must be able to read, write and speak English

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