Job Description

Primarily responsible for the resolution and coordination of all Service Management tickets across the assigned location/s. Includes managing all related procedures, monitoring, tracking and coordination of Service Management tickets. Ensures coordination of local IT resources under Manager/Supervisor direction and provides IT relationship management for the local business teams. Reviews and implements relevant current technologies, policies and procedures while supporting projects and initiatives. Assists with capacity planning, performance analysis, and developing proactive resolution plans for the assigned location/s. Provides and oversees effective management of the customer experience during the entire support process. Acts as the lead liaison for key local vendors and technology partners.

• Acts as the lead IT resource for assigned location/s, coordinating efforts of local IT resources to achieve goals.
• Lead, coordinate and collaborate on business and IT projects and technology implementations.
• Ensures efficient and effective IT Service management resolution to meet published SLA’s.
• While following the Service Management process, ensure all incidents and requests from customers are recorded and updated within the Service Management tool. Escalates in alignment with IT procedures.
• Performs onsite and remote analysis, diagnosis, and resolution of complex problems for end users, internal systems, and hardware. Recommends and implements corrective solutions.
• Supports leadership in monitoring and reporting team performance metrics.
• Procures, installs, configures, tests, maintains, and troubleshoots client computing hardware and software.
• Acts as a lead in the creation and maintenance of knowledge documents, usage guides and FAQs for both IT and business team members. Develops and delivers user training.
• Administers enterprise class IT systems and tools, including highly virtualized client computing environments.
• Provides administration of Active Directory Services including related components, server platforms and application integrations. Advanced use of client computing management, deployment, and reporting tools.
• Manage the client computing hardware and software lifecycles while providing effective IT Asset Management.
• Assist with local IT operational and capital expense budgeting and follow related purchasing procedures.
• Consults with global third-party client computing partners. Manage local IT agreements and vendors.
• Oversees adherence to security policies and technology standards. Executes accurate Access Management while following IT Security & Compliance procedures (Sarbanes Oxley).
• Assess need for any system additions or changes (minor or significant) based on requests and trends. Documents, recommends, and presents the assessment through the defined Global Intake process.
• Coordinates and participates in the IT Operations out of hours support rotation (if applicable).

• Experience leading or coordinating support activities.
• Extensive support experience with current client computing operating systems, applications and services.
• Working experience with best practice IT Service Management framework.
• Experience in conducting customer training and creating knowledge documentation.
• Extensive client computing hardware troubleshooting experience including laptops, desktops, mobile devices, peripherals etc.
• Practical experience of IT procurement processes and vendor management.
• Experience of supporting project implementations and owning project tasks.
• College diploma or university degree in a related information technology field and/or minimum 5 years equivalent work experience.
• Certifications and professional qualifications etc. strongly desired.