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Fay Financial · 2 hours ago

AVP, IT Operations

Tampa, FL

Full-time

Onsite

Mid, Senior Level

$140K/yr - $150K/yr

5+ years exp

Fay Financial is one of the nation’s largest real estate and financial services companies, committed to delivering innovative real estate services. They are seeking an AVP of IT Operations to lead a team responsible for End User Computing, providing support for desktop services and troubleshooting, while managing vendor relationships and user interactions.

Financial Services

Responsibilities

Lead a team that provides end-user support for a broad range of services to the organization covering traditional desktop support and troubleshooting, hardware and software installation and configuration, phone system, VDI, and working with vendors

Manage the performance of software distribution and patch management to Windows PC's and Laptops

Manage desktop/laptop build processes for domestic/global sites

Proactive follow-up on escalated issues

Experience in managing service now changes for workflows and updates

Experienced managing the Install, upgrade, repair and replacement of user workstations Inventory control of hardware and peripherals

Minimum 3 years’ experience as Desktop Engineer including image creation/build, OS installation/troubleshooting, and Application Packaging - preferred

2-3 years managing the reporting and metrics for Service Desk team, Desktop Team and IT Service Management

2+ years performing a continuous improvement process, updating documents, knowledge base articles and policies

Qualification

End User SupportService NowIT Service ManagementDesktop SupportMicrosoft Desktop TechnologiesWindows OS 7Email Platforms SupportTeam ManagementITIL CertificationFinancial Industry ExpertiseSoft Skills

Required

High school diploma/GED required; Bachelor's degree (or military experience) is preferred

5+ years IT experience with a heavy focus on end user support

Microsoft desktop technologies experience

5+ years' Service Now experience

5+ years working closely with clients possessing varying levels of IT knowledge and provide technical support for users, including issues related to IP phone, desktop, connectivity and desktop applications

IT Service Management

3+ Years Problem, Change and Incident management

Proactive follow-up on escalated issues

Experience in managing service now changes for workflows and updates

Experienced managing the Install, upgrade, repair and replacement of user workstations Inventory control of hardware and peripherals

Desktop / Service Desk

+5 years level 2/3 support, identifying root cause with strategic solutions to desktop problems

Manage desktop/laptop build processes for domestic /global sites

Manage the performance of software distribution and patch management to Windows PC's and Laptops

Minimum 3 years' experience as Desktop Engineer including image creation/build, OS installation/troubleshooting, and Application Packaging

3+ years' Windows office suite (2010 - 2016)

3+ years' Windows OS 7 and Windows 10

3+ years' Workstation connectivity issues

Experience in Email platforms support for Exchange, and Office 365

Basic network troubleshooting troubleshoot performance issues and issues with browsers and plug-ins Mobile device administration and support VDI services support RSA Security console

Team management

2-3 years managing the reporting and metrics for Service Desk team, Desktop Team and IT Service Management

2+ years preforming a continuous improvement process , updating documents, knowledge base articles and policies