Team Lead

Job Description

JOB SUMMARYThe OSTS (On Site Technology Support) Team Lead manages a large team to provide all aspects of end-user technology support within a large geography (large single office, or multiple smaller offices) to prioritize tasks, interpret information, and apply technical knowledge to satisfy end user and firm objectives. The Team Lead manages all aspects of end-user support within the defined geography, ensuring that metrics and performance standards are achieved and maintained. The individual is responsible for people management (development and review, etc.) for OSTS staff in the defined geography. The Team Lead will also provide technical support to end users as determined by the workload. THE OSTS TEAM LEAD:

• Acts creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to complex technology needs and issues; develop complex action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized; analyze the impact of decisions; and mentor others through the solution process in order to satisfy end user needs
• Leverages multiple resources and coordinates team initiatives in order to meet customer needs consistent with IT Service support processes and expectations. Facilitates the implementation and support of defined solutions
• Builds and maintains productive relationships with a wide range of end users within the geography supported by the local OSTS team
• Acts as a liaison between OSTS and end users supported by the local OSTS team to ensure effective communications flow on matters related to end user support
• Anticipates technology support issues, and acts creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the development and implementation of technical and business solutions to complex end user technology needs and issues
• Works independently and or leads projects as assigned. Assess the special needs of local area offices and engagements, and responds appropriately.
• Documents and tracks the status of inquiries, coordinates appropriate responses, and follows up to ensure end user satisfaction. Provides team oversight to ensure support metrics and key performance indicators are achieved
• Maintains an understanding of the Firm s business, organization and strategy sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel
• Maintains a thorough understanding of IT Services organization and service offerings in order to identify how best to address end user technology needs and incidents
• Maintains a thorough understanding of the business drivers and technology needs of key engagements and accounts located within the supported geography.
• Communicates unique needs and customer feedback to appropriate IT Services personnel to ensure business imperatives are anticipated and addressed as possible/necessary
• Asset management (ASMG): Manages and maintains the service compliance of all IT and service assets in line with business and regulatory requirements involving knowledge of financial and technical processes, tools and techniques thereby ensuring asset controllers, infrastructure teams and the business co-ordinate and maximize value, maintain control and ensure any necessary legal compliance.
• Information security (SCTY): Applies and maintains specific security controls as required by organizational policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and to enhance resilience to unauthorized access. Contributes to vulnerability assessments. Recognizes when an IT network/system has been attacked internally, by a remote host, or by malicious code, such as virus, worm or Trojan etc., or when a breach of security has occurred. Takes immediate action to limit damage, according to the organization s security policy, which may include escalation to next level, and records the incident and action taken. Demonstrates effective communication of security issues to business managers and others. Performs basic risk assessments for small information systems.
• Consultancy (CNSL): Manages provision of consultancy services, and/or management of a team of consultants. In own areas of expertise, provides advice and guidance to consultants and/or the client through involvement in the delivery of consultancy services. Engages with clients and maintains client relationships. Establishes agreements/contracts and manages completion and disengagement.
• Technical specialism (TECH): Provides organizational leadership and guidelines to promote the development and exploitation of technical knowledge in On-Site Services.
• Stakeholder relationship management (RLMT): Develops and manages one or more defined communication channels and/or stakeholder groups. Initiates communications between stakeholders, acting as a single point of contact for defined groups. Facilitates open communication and discussion between customers. Captures and disseminates technical and business information. Facilitates the business change decision-making processes, and the planning and implementation of change.
• Service support: Works closely with the account teams to ensure that they are assisted and advised properly. Manages all support activities, taking full responsibility for the technical recommendations. Documents appropriately which helps with the continuous improvement of support activities.
• Service desk and incident management: Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels.

EXPERIENCE/SKILL REQUIREMENTS

• Bachelor s degree or equivalent work experience
• At least 7-8 years in leading teams and staff, or equivalent management experience
• Approximately 12 15 years of IT infrastructure support and services management and IT Operations
• Broad knowledge of/experience in end user computing and PC Workstation-based applications, hardware, Network, Data room, projects etc
• The ability to coordinate the daily responsibilities of a large team, including interacting with staff in a virtual manner
• The ability to work on multiple activities simultaneously in a fast-paced, high-energy environment
• An understanding of the Firm s business and organizational structure
• Excellent customer service orientation
• Ability to work effectively with all levels of end users and IT personnel Proven management, interpersonal, communication, organizational and decision-making skills to lead highly-skilled teams
• Multitasking capabilities, skills to adjust to multiple demands, shifting priorities, ambiguity and rapid change as well as efficiently dealing with escalations and difficult situations/people under pressure, e.g., to restore services
• Experience in working and teaming with a multitude of different people within and outside IT, to understand and integrate cultural differences and motives, and to lead virtual crOSTS-cultural teams
• Ability to motivate and to lead virtual crOSTS-border Teams

ANALYTICAL/DECISION MAKING RESPONSIBILITIES

• Strong analytical skills are required to address major incidents impacting the geography supported
• Under general direction prioritizes the work of an OSTS team, and determines the approach to addressing service delivery concerns
• This role receives limited oversight from a supervisor and is expected to be able to work independently Suggested

TECHNICAL CERTIFICATION

• ITIL, CCNA, MCSA and Cloud Computing

SUPERVISION RESPONSIBILITIES

• This role will lead and manage a large team, which may be located in single large office, multiple small offices
• Managerial authority includes delegating work, overseeing project team, coaching, reviewing, and developing staff Provides input to hiring decisions, promotions and corrective performance action

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Keyskills :
strong analytical skillsit infrastructure support key performance indicatorscustomer service orientation it servicesservice desk