Service Delivery Team Lead
Service Delivery Team Lead
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Overview
Lead a team of technical staff responsible for providing computer hardware software and technical support to all departments while also providing Tier 3 technical support for computer hardware and account access this position youll be responsible for collaborating with internal departments and external vendors to ensure that Esri is providing the right solutions to meet the changing needs of the organization.
Responsibilities
- Provide supervision direction and mentoring to a team supporting daily technical operations
- Coordinate computing requirements information sessions to facilitate purchasing decisions on behalf of our colleagues
- Work with various technical teams to establish best practices related to hardware/software configuration distribution and monitoring
- Facilitate the learning evaluation and testing of new operating systems and hardware to grow the knowledge base of the Service Desk operations team
- Participate/facilitate vendor-sponsored training specific to new technologies hardware configurations and process improvements
- Recommend purchase of computer systems and peripherals across all Esri departments by evaluating internal departmental needs
- Participate in the negotiation and review of hardware and service support agreements
- Proactively seek opportunities to reduce total computer hardware costs
- Ensure maintenance of hardware asset management
- Monitor and coordinate workflows for the Service Desk and Desktop support team
- Collaborate with other team leads to ensure overall customer support is aligned with established service level agreements
- Proactively communicate IST initiated changes to affected departments
- Create and validate customer facing instructions and FAQs
- Be the voice of the customer within IST
Requirements
- 4 years of relevant experience
- Self-motivated and able to work efficiently with minimal supervision
- Ability to manage priorities and work under pressure
- Strong written and verbal communication skills
- Strong interpersonal and leadership skills with the ability to effectively work in an environment that values teamwork and collaboration
- Lead and attend interdepartmental meetings as required
- Supervisory skills
- Strong technical knowledge supported by previous work in IT
- Bachelors in a related field
Recommended Qualifications
- Direct experience with ServiceNow and SAP
- ITIL certification
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Employment Type
Full Time
