IT Services Lead

Required Qualifications : - Associate or bachelors degree in information technology, Computer Science, or a related field preferred. - 2+ years of experience in field support, IT helpdesk, or a similar technical support role. - Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus. - Experience with ITIL processes and frameworks. - Project management experience is an advantage. - Associate degree and/or 5-15 years of experience. - Strong background of proven success in IT field services required. - Previous management experience of 1st and 2nd level desktop / network support team preferred. - Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support. Transition Management experience is nice to have. Skills : - Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customers organization - Understand & prepare queries on solution, scope, SLA and RLS etc. after completely understanding SOW document. - Prepare and publish requirement register as per technology stack & asset landscape - Build account/customer specific governance plan to track the operations - Proactively Manage Risks by identification, Documentation & Notification proposed mitigation Manage Risks (People / Process / Technology Solution) - Complete technical Screening (Internal & External) for BAU fitment - Verify Access to Infra & Systems, Backup Coverage and Monitoring Coverage. Ensure all members of BAU team are having access as per RBAC on the in-scope devices. - Ensure any documentation defined as a contractual deliverable is prepared and signed off with all the required stakeholders within the required timelines - Articulate Mitigation Plan for Identified risks to Transition and Go Live readiness & also acquire the customer sign off on the same - Perform ticket analysis to identify repetitive tickets, projection, trends & priority. Identify top call contributors - Complete ownership BAU Delivery governance to achieve SLA and timely ticket resolution and proper updates - Hands-on involvement in BAU operation should there be a delay in BAU SME onboarding or until the completion of their onboarding Leadership : - Position requires strong leadership to mentor a team of decentralized 2nd level desktop / networking support technicians. - Ownership of customer satisfaction across numerous sites and levels of management also required. - Previous leadership experience in an end user services environment is preferred with the ability to lead teams of contractors for network/server/storage infrastructure projects. - Experience in this area is not required but a familiarity with it is preferred. - Strong interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures. - Participating in an on-call shift is also part of the job. Some travel may be required to help other sites and attend calls at customer locations. Required Qualifications : - Associate or bachelors degree in information technology, Computer Science, or a related field preferred. - 2+ years of experience in field support, IT helpdesk, or a similar technical support role. - Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional) are a plus. - Experience with ITIL processes and frameworks. - Project management experience is an advantage. - Associate degree and/or 5-15 years of experience. - Strong background of proven success in IT field services required. - Previous management experience of 1st and 2nd level desktop / network support team preferred. - Solid record of success in managing customer satisfaction in an IT Services environment that includes end user desktop support. Transition Management experience is nice to have. Skills : - Analysis & Problem Solving, Planning/Organizing/Work Management, Quality Orientation / Attention to Detail, Learning Agility, Influencing, Tenacity, Building Trust, Listening, Project Coordination / Management, Strong oral and written communications, Ability to effectively communicate and collaborate with several levels of the customers organization - Understand & prepare queries on solution, scope, SLA and RLS etc. after completely understanding SOW document. - Prepare and publish requirement register as per technology stack & asset landscape - Build account/customer specific governance plan to track the operations - Proactively Manage Risks by identification, Documentation & Notification propose