Velocity Staff

  • Technical Service Design Lead

    Location US-KS-Kansas City
    Posted Date 2 weeks ago(4/10/2018 2:04 PM)
    # Positions
    1
  • Overview

    Velocity Staff, Inc. is working with our client located in Kansas City, KS to identify a Technical Service Design Lead to join their team. The Technical Service Design Lead Serve will service 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 the company overall. 

    Responsibilities

    • 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.
    • Work heavily with the Technical Architect to marry resources and processes to technology solutions. 
    • Coordinate and participate in daily objectives and priorities for Level 3 team from a leadership, management, prioritization and organization perspective.  Create order in chaos!
    • 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 desktop deployment hardware.
    • Assist in sourcing of appropriate hardware and software for 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.
    • 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.

    Qualifications

    Education and Technical Requirements

    • 5+ years of desktop/end-user services technical design, testing, and deployment experience and 5+ years of leadership/management expertise specific to the management of Tier I/II/III support. and administration services.  
    • Strong project management, planning, resource management and process development experience required.    
    • Scripting and automation experience (SQL, PowerShell, etc.) with deployment and end-user services.
    • Experience with MDT and other deployment, update, and imaging solutions.
    • Experience in managing/administering Office 365, One Drive and/or SharePoint.
    • 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) and/or Microsoft Certified Solutions Associate (MCSA).
     Non-Technical Requirements:
    • 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 organize time, energy, and resources effectively to achieve goals (organizational skills).

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