Holman · 5 hours ago

Team Lead - End User Computing

United States

Full-time

Remote

Senior Level, Lead/Staff

$97K/yr - $141K/yr

8+ years exp

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Responsibilities

Oversee the daily operations of the desktop systems team including planning and implementation of end user software and hardware, endpoint management, imaging, software deployment and patch management

Oversee operations of Desktop Services team to ensure quality, reliability and security as change occurs. This includes ensuring the proper planning, designing, implementation, and maintenance of desktop systems and associated technologies (e.g., desktops, laptops, operating systems, software compatibility, software distribution, etc.)

Contributes to strategic planning and assists in the development of strategic roadmaps for the disciplines under direct management.

Create an environment which focuses on value, collaboration, and transparency.

Ensure all relevant team metrics (KPIs) are tracked and communicated often in accordance with ITIL best practices and I&O needs.

Ensure service level agreements (SLA) and operational level agreements (OLA) are established, managed effectively, objectively measured, reported with transparency, and consistently achieved at a high rate.

Execute on approved strategies to increase efficiency and customer experience with objective tracking and transparent reporting to measure success of these efforts.

Partner with others in the organization to ensure that more and more low-risk tasks are clearly defined in a repeatable process, permission has been properly delegated, and responsibility for these functions are passed to the appropriate teams.

Actively solicit honest feedback from others in the organization on ways we are perceived on delivering services to the rest of the organization - both formally and through informal means.

Identify and research industry trends and emerging technologies to determine benefits to the organization. Promote collaboration on new, innovative ideas while ensuring ideas have a strong value proposition before implementation or seeking additional approval.

Work with the IT Process team to ensure all budgeting, procurement, approvals, reviews, change management, incident response, etc. are done according to the I&O official processes.

Establish and maintain relationships with strategic partners, with a focus on long-term vision and cost control.

Ensure that capacity within the team is properly managed using only approved technologies/methods and reported regularly using objective data.

Ensure that longer-term initiatives are properly planned, forecasted, managed, and communicated according to the I&O project management practices.

Ensure the architecture, design, standards, and operating procedures comply with regulatory requirements such as ISO, PCI, and FTC Safeguard.

Develop and maintain formal and relevant training curriculums for functional areas and track progress.

Lead day to day operations of the group including setting goals, performing performance reviews, setting technical direction, and leading project/initiatives.

Perform all other duties and special projects as assigned

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Desktop Systems ManagementEnd User Software KnowledgeActive DirectoryGPO ManagementNetworking ProtocolsDesktop Tools ProficiencyProcess DevelopmentKPI TrackingITIL Best PracticesTraining DevelopmentChange Management