Description:

　　This person will play a critical leadership role in ensuring seamless IT support and end-user experiences across the organization. With responsibility over Tier-1 and Tier-2 Helpdesk technicians, hardware procurement, delivery, asset management, Change Management and Identity & Access Management, this role is pivotal in supporting our client's branch locations and collaborating with other IT departments. This person must have an ITIL certification.

　　Leadership & Management:

　　Lead a team of approximately 17 employees covering shifts from 7 am to 6:30 pm on weekdays and 7 am to 3 pm on Saturdays.Monitor performance and provide coaching and feedback to team leads and team members.

　　Conduct performance reviews, and manage staffing and schedules.

　　Service Delivery:Oversee Tier-1 and Tier-2 Helpdesk operations, ensuring timely and efficient resolution of end-user issues.

　　Manage end-user hardware procurement, delivery, support, and asset management, including mobile devices.

　　Oversee multimedia and conference room equipment support.

　　Identity and Access Management:Direct the team responsible for user onboarding/offboarding and role changes across systems.Branch Location Technology Support:Offer comprehensive support for PCs, peripherals, and banking electronic equipment.

　　Collaborate as hands-on auxiliary support for the Network and Server teams on-site as required.

　　Metrics & Reporting:Track, measure, and report on key performance indicators (KPIs) on a weekly and monthly basis.

　　Contribute to the IT Steering Committee with content regarding service metrics.

　　Project Management:Lead end-user and branch technology projects, ensuring they are completed on time, within scope, and on budget.Change Management Leadership:Oversee the implementation of effective change management strategies, ensuring that changes are smoothly and successfully implemented to achieve lasting benefits.

　　Engage with stakeholders across the organization to drive change initiatives.

　　Major Incident Management Leadership:Oversee facilitation of our Major Incident Management process and provide direction during major incidents, ensuring efficient coordination among teams and timely resolution.

　　Oversee effective communication with internal stakeholders and external partners during major incidents.

　　Review and analyze major incidents post-resolution with the Major Incident Manager, identifying areas for process improvement.

　　Continuous Improvement:Stay updated with the latest in technology and industry best practices to recommend and implement improvements.Skills:

　　End user support, Windows, ivanti, Strategy, Management skills, itil, Roadmap, communication and leadership skills

　　Additional Skills & Qualifications:

　　The ideal candidate should be able to help his team grow from a technical standpoint as well as a process, procedure, and documentation standpoint. We are looking for someone who has done pure helpdesk/service desk management as this organization needs someone who is solely focused in that area. ITIL Certification is preferred for this person.

　　Experience Level:

　　Expert Level

　　About TEKsystems:

　　We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

　　The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

　　We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email [email protected]. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.