Velocity Staff

Technical Service Design Lead

US-KS-Kansas City
2 months ago
# Positions
1

Overview

Velocity Staff, Inc. is working with our client located in Kansas City, KS to identify for a 6 month contract to hire opportunity, a Technical Service Design Lead to join their team. The right candidate will work with Service Operations and Service Transition teams in the design, testing, and deployment of new IT solutions, hardware, and software. This individual will also 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 client overall.

Responsibilities

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. 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.

 

Additional 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 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

  • 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.)

 

 

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