Serve as the lead 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 DFA overall. 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.
Preferred location with hybrid work schedule: Kansas City, KS
Job Duties and 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 with service operations management 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 DFA desktop deployment hardware
Assist in sourcing of appropriate hardware and software for DFA 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 to DFA
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 leads 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
The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as require
Undergraduate degree or in computer science, information technology, or related curriculum (or equivalent combination of experience and education)
8 or more years of desktop/end-user services technical design, testing, and deployment experience or related experience that includes the following:
strong scripting and automation experience (SQL, PowerShell) 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
experience with MDM/EMM systems as well as mobile provisioning (IOS and Android)
experience managing enterprise licensing agreements
experience with multi-location coordination of technical resources
Certification and/or License – may be required during course of employment
Expert understanding of Office 365 and Windows 10
Excellent 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
Able to communicate clearly and effectively, both verbally and in writing
Able to interact positively and work effectively with others (interpersonal skills)
Able to guide Level 3 team in providing VIP service to executive customers
Able to organize time, energy, and resources effectively to achieve goals (organizational skills)
Able to present a positive, energetic, and patient mentoring style
Skill in leadership and coaching
Must be able to read, write and speak English
Able to travel 5-15% of the time
An Equal Opportunity Employer including Disabled/Veterans