Job Summary: 

• Ensure excellent customer service delivery
• Appropriate and efficient processes, tools, documentation, and communication
• Setting and monitoring of key performance indicators
• Own service management processes, including Incident/problem management, change management, release management, service request/access management
• Drive service improvement based on user feedback and logged call trends
• Act as the point of escalation for incidents and coordinate any major incident response.
• Identify, plan, and deliver new software or service implementations, working with external partners.
• Monitor and manage 3rd party support contracts, ensuring they provide value for money and an effective service
• IT support, working across the business to provide effective communication on IT matters and build relationships with other teams
• Plan and monitor IT service/support budgets, reporting regularly to the Head of IT

Skills on Resume: 

• Customer Service (Soft Skills)
• Process Management (Hard Skills)
• Performance Monitoring (Hard Skills)
• Incident Management (Hard Skills)
• Service Improvement (Hard Skills)
• Crisis Coordination (Soft Skills)
• Project Delivery (Hard Skills)
• Budget Planning (Hard Skills)

Job Summary: 

• Managing an established team of Onsite Engineers, including setting and managing Objectives, well-being, and supporting development plans.
• Task and service management of third-party engineers within a matrix organization.
• Work alongside the third-party resource manager and internal stakeholders on engineers' sickness and performance management
• Monitors and analyzes central management reports to allocate work and report on KPI trends
• Resolves customer escalations promptly to avoid disruption and minimize business impact and reputation.
• Plans and distributes workload appropriately to ensure that business needs and deadlines are met
• Managing sickness and leave for cover.
• Ensure AskIT SOP is followed at all times, managing the team to achieve KPI's.
• Ensure the team has the right skills, review and maintain skills and training regularly.
• Provides clear, concise, and relevant communication to ensure clarity of objectives and outputs
• Ensure process and work instruction documentation is in place and up to date
• Provide input to reviews of global documentation from local experience.
• Provide input into Security and compliance audits
• Complete subsequent actions on time.
• Manage their accounts, renew and cease on time.
• Seek opportunities for improvements and assist and support any SIP activities.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Performance Management (Hard Skills)
• Workload Allocation (Hard Skills)
• Customer Escalation (Soft Skills)
• KPI Monitoring (Hard Skills)
• Process Compliance (Hard Skills)
• Communication Skills (Soft Skills)
• Continuous Improvement (Soft Skills)

Job Summary: 

• Ensures support and patches to computer systems, devices, and networks are maintained according to policy and procedure.
• Keeps systems current to ensure all known software issues are resolved.
• Ensures system backup and restores are performed and tested, including business continuity requirements and processes.
• Ensures response to end-user requests, documenting encounters, needs, and solutions.
• Tests solutions and follows up with customers to ensure issue resolution.
• Ensures systems inventory and operational process documentation are current and accurate.
• Identifies and resolves equipment and service issues to ensure availability to customers.
• Ensures on-call support for the resolution of high-severity or priority issues is provided.
• Supports the onboarding and training of staff in the use of systems and services, including security policies and best practices.
• Tests and implements technologies and related policies for the organization.

Skills on Resume: 

• System Maintenance (Hard Skills)
• Software Patching (Hard Skills)
• Backup Management (Hard Skills)
• User Support (Soft Skills)
• Issue Resolution (Hard Skills)
• Inventory Management (Hard Skills)
• Oncall Support (Soft Skills)
• Staff Training (Soft Skills)

Job Summary: 

• Recommends improvements in the organization’s technology footprint or related processes to improve operations or security.
• Champions' adoption of the organization’s tools for managing its information and supporting its policies.
• Monitors and reports on system activities to ensure efficient system performance.
• Monitors and protects systems from inappropriate access or utilization and reports issues.
• Ensures the organization’s and customers’ data is managed and protected in accordance with all company and applicable government policies and requirements.
• Acts as a Leader and SME in the field, assisting co-workers in best practices and solving complex problems.
• Defines, plans, and executes projects to expand, improve, simplify, and secure company resources.
• Coordinates efforts of the team and others in accomplishing defined team and corporate goals.
• Consult with internal resources in other departments on development and support requests.
• Make recommendations and influence long-term technology decisions.

Skills on Resume: 

• Technology Strategy (Hard Skills)
• Process Improvement (Hard Skills)
• System Monitoring (Hard Skills)
• Data Protection (Hard Skills)
• Leadership Skills (Soft Skills)
• Project Management (Hard Skills)
• Team Coordination (Soft Skills)
• Technical Consultation (Soft Skills)

Job Summary: 

• Facilitate and support the development and analysis of source selection strategies.
• Recommend and incorporate technology with long-term business plans.
• Lead and/or support on the resolution of high-severity issues or issues escalated by clients or senior leadership.
• Collaborate with internal or external parties during the resolution process.
• Advise on options, risks, costs versus benefits, impacts, and technology priorities.
• Transfer knowledge of key learning throughout the enterprise and communicate strategic and technological plans.
• Provide coaching, mentoring, and guidance across the organization.
• Organize, track, and follow up with resources involved in tracking roadmap deliverables, milestones, and due dates for multiple work tracks across the team.
• Mentor and lead others in their personal development, and ensure the application of corporate performance coaching and management processes.
• Plan for allocation of resources in line with corporate goals while providing direction for staff.

Skills on Resume: 

• Strategic Planning (Hard Skills)
• Technology Integration (Hard Skills)
• Issue Resolution (Soft Skills)
• Cross Collaboration (Soft Skills)
• Risk Assessment (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Team Mentoring (Soft Skills)
• Resource Management (Hard Skills)

Job Summary: 

• Develop, maintain, and implement IT policy and best practices for the organization.
• Create and share regular project status and operational metrics with senior management.
• Oversee and determine timeframes for major business requests and IT projects (e.g., system updates, upgrades, migrations, and outages).
• Identify opportunities for team training and skills advancement.
• Establish team culture and cultivate MAG Core Values within the team.
• Partner with HR to recruit, interview, hire, and onboard new staff.
• Identify and act on opportunities to improve and update software and systems.
• Promote focus on team accomplishments.
• Evaluate individual and team effectiveness, recommend or make improvements.
• Monitor individual and team morale, intervene appropriately.

Skills on Resume: 

• Policy Management (Hard Skills)
• Project Reporting (Hard Skills)
• Timeline Planning (Hard Skills)
• Team Training (Soft Skills)
• Culture Building (Soft Skills)
• Talent Acquisition (Hard Skills)
• System Improvement (Hard Skills)
• Performance Evaluation (Soft Skills)

Job Summary: 

• Leading a team of A/V Support Engineers.
• Recognizing inefficiency and driving process improvement to enhance the productivity of all Amazonians.
• Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Coordinating a variety of projects in an operational environment, including planning for events and managing engineer schedules to meet customer needs.
• Written and verbal communication with the ability to present complex technical information clearly and concisely to a variety of audiences.
• Working with engineering teams to plan for the support of new tools and services, and improving the level of support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining great talent.
• Reducing contacts through process improvement and root cause analysis.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Improvement (Hard Skills)
• SLA Management (Hard Skills)
• Project Coordination (Hard Skills)
• Communication Skills (Soft Skills)
• Technical Planning (Hard Skills)
• Policy Development (Hard Skills)
• Talent Management (Soft Skills)

Job Summary: 

• Lead a fast-growing team of IT Support Engineers through performance, coaching and setting educational objectives.
• Establish metrics, key performance indicators (KPIs) and service level agreements (SLAs) to drive the team’s performance using data as a basis of operational analysis and decision making.
• Design, develop and implement IT self-service guides, policies and procedures.
• Help build and manage the ITSM strategy roadmap with alignment to broader IT goals.
• Develop and maintain a strategy for an efficient and satisfying end-user experience.
• Ensure the team provides excellent customer service in addition to resolving issues within a defined SLA.
• Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes and reporting.
• Establish, assess, and improve process development and organizational change management.
• Ensure all service level objectives are being met or exceeded.
• Work with a sense of urgency to continually improve service levels and customer satisfaction.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Performance Management (Hard Skills)
• Policy Development (Hard Skills)
• ITSM Strategy (Hard Skills)
• User Experience (Soft Skills)
• Customer Service (Soft Skills)
• Process Improvement (Hard Skills)
• Change Management (Soft Skills)

Job Summary: 

• Define and implement standards/procedures for ensuring optimal digital workspace experience.
• Partner with department heads (ie, HR, Marketing, Risk, Banking, Operations, etc) to understand their end-user pain points.
• Create a long-term plan to improve the experience with their current technology.
• Oversee requests, incidents, and problems.
• Manage and coordinate urgent and complicated support issues.
• Act as an escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free-flow escalation and information
• Develop and design roadmaps, implementation strategies, and transformation plans focused on cloud journeys regarding Digital Workplace Technologies (productivity, collaboration, mobility, end-user devices)
• Ensure the implementation and control of Service Level Agreements, providing senior IT management and stakeholders with adequate transparency in monitoring and reporting.
• Define internal end-user performance indicators for quality assurance in support of technology performance indicators and present them to management.

Skills on Resume: 

• Process Standardization (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Technology Planning (Hard Skills)
• Incident Management (Hard Skills)
• Escalation Handling (Soft Skills)
• Cloud Strategy (Hard Skills)
• SLA Management (Hard Skills)
• Quality Assurance (Hard Skills)

Job Summary: 

• Learn, implement and follow Corporate standards for technology equipment, network design, equipment management and user support procedures.
• Learn, implement and enforce Corporate security policies.
• Participate in the monitoring of IT Infrastructure, operations, and security standards.
• Collaborate with other site managers and Corporate leaders in the development of new standards for technology equipment, security procedures and system management.
• Participate in monthly Infrastructure, Operations and Security group meetings.
• Participation in the annual budgeting process and reporting the location’s infrastructure budget needs to the Operations Coordinator.
• Self-direction in work, setting priorities, planning projects, personnel management, schedules, and accountability to local site system users.
• Computer hardware, software and user support.

Skills on Resume: 

• Technology Standards (Hard Skills)
• Security Compliance (Hard Skills)
• Infrastructure Monitoring (Hard Skills)
• Cross Collaboration (Soft Skills)
• Budget Planning (Hard Skills)
• Project Management (Soft Skills)
• Team Leadership (Soft Skills)
• Technical Support (Hard Skills)

Job Summary: 

• Program installation and basic user training.
• Network planning, layout and troubleshooting (wired and wireless).
• Install and maintain small applications and databases to support local requirements.
• Site helpdesk management and coordination using the Company-wide helpdesk system.
• Manage the site’s phone and communication systems.
• Install, maintain, troubleshoot and provide user support for conference room AV systems.
• Participate in the development of job descriptions and hiring of on-site IT staff.
• Evaluation of staffing levels and determination of staffing needs.
• Management of on-site subordinate support staff, including work direction, performance evaluation, and pay.

Skills on Resume: 

• User Training (Soft Skills)
• Network Management (Hard Skills)
• Application Support (Hard Skills)
• Helpdesk Coordination (Hard Skills)
• Communication Systems (Hard Skills)
• AV Support (Hard Skills)
• Staff Recruitment (Soft Skills)
• Team Supervision (Soft Skills)

Job Summary: 

• Define and create Information Security architectural standards, artifacts, design patterns and technical specification documents.
• Exposure to migrating workloads between cloud and on-premises data centers
• Expertise in Azure design and deployment at the tenancy level
• Build security services, including Network, VNET, RBAC, Logging, Windows Virtual Desktops, EDR and integrating with on-premises services
• Integrating custom-designed applications into an Azure tenancy, working as part of an Enterprise Architecture function
• Knowledge of global and regional regulatory, compliance and privacy requirements
• Assess, monitor and recommend improvements to the global security architecture to improve security posture, mitigate risks and balance costs.
• Oversee and consult with project teams to ensure adherence to security design patterns and best practices.
• Designs and collaborates on solutions that balance business requirements with information security requirements.
• Proactively identifies technical and architectural risks, commenting and/or providing alternatives for improvement.
• Collaborate and partner with various key stakeholders across the enterprise to ensure alignment with the overall intended design.
• Partner with architects and engineers within infrastructure, network, application and business teams to ensure that solutions are developed and managed as per GCIS policies and standards

Skills on Resume: 

• Security Architecture (Hard Skills)
• Cloud Migration (Hard Skills)
• Azure Deployment (Hard Skills)
• Security Services (Hard Skills)
• Application Integration (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Risk Assessment (Hard Skills)
• Stakeholder Collaboration (Soft Skills)

Job Summary: 

• Hire, train, and develop a team of IT Support Engineers.
• Support all safety programs and OSHA compliance to ensure a safe work environment for all associates.
• Interact with management and staff to provide technical assistance for the continuous improvement of IT solutions.
• Establish and maintain a positive, productive relationship with operational partners, customers, key stakeholders, and staff.
• Lead infrastructure monitoring, audits, and change activities supporting Amazon facilities.
• Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service incidents, approvals, and installations.
• Measure, monitor, and maintain the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA) and Mean Time to Recover (MTTR).
• Develop and maintain policies, procedures, and processes.
• Create, manage, and support recognition and communication programs.

Skills on Resume: 

• Team Development (Soft Skills)
• Safety Compliance (Hard Skills)
• Technical Support (Hard Skills)
• Stakeholder Relations (Soft Skills)
• Infrastructure Management (Hard Skills)
• Operations Supervision (Soft Skills)
• SLA Monitoring (Hard Skills)
• Policy Development (Hard Skills)

Job Summary: 

• Deputizes for the IT Infrastructure and Support Manager in their absence for support issues.
• Responsible for ensuring the performance and availability of systems to users in the APAC region.
• Assists with and coordinates any IT projects for the region, including any global initiatives.
• Provide end-user support for global business with a focus on the APAC region.
• Provide end-user support by troubleshooting issues related to workstations and peripherals, network connections, wireless devices, printers, and Microsoft Office business applications.
• Be responsible for and be an escalation point for junior members of the team.
• First point of contact for local internal stakeholders for Windows desktop and IT support of systems.
• Manage incidents that interrupt normal business functions efficiently and effectively.
• Manage the availability of IT services to agreed service levels.
• Local contact for managing any third-party services.
• Work with the global IT team to improve and implement the security and performance requirements of the Voyager Worldwide systems and networks.
• Assists with training of end users in best practices and system usage.
• Be responsible for onboarding new colleagues with systems and policies.

Skills on Resume: 

• IT Leadership (Soft Skills)
• System Performance (Hard Skills)
• Project Coordination (Hard Skills)
• End-user Support (Soft Skills)
• Technical Troubleshooting (Hard Skills)
• Incident Management (Hard Skills)
• Security Implementation (Hard Skills)
• User Training (Soft Skills)

Job Summary: 

• Manage, monitor and prioritize the service helpdesk queue, including multiple forms of access to help (phones, website, portal, email)
• Work with the Director to identify ways to improve service delivery through problem resolutions, solution deliveries, and coordination with engineering new ways to deliver IT services to the staff
• Work closely with Facilities, EMR/PM, and HR support departments to provide streamlined service to staff
• Be responsible for providing effective performance feedback to direct reports by establishing clear goals and expectations, including adherence to standards, and holding reports accountable for results
• Provide leadership, direction, coaching, and development to promote teamwork and cooperation within the team and throughout the organization
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Be responsible for IT asset lifecycle management, ensuring adherence to IT standards and policies, including installing, testing, and configuring computers, printers, software, and mobile devices.
• Be responsible for mobile device management and support, ensuring adherence to IT standards and policies
• Provide support for Microsoft Windows operating systems, VDIs, terminal servers, Mac OS, and published applications
• Orientation and ongoing training of staff on Information Systems, including phones, computers, printers, acceptable use policies, and service request processes.
• Active participation in the development and upkeep of staff training resources
• Provide help desk support of tier1/2 troubleshooting, including password resets, network accessibility, user profile support, and general staff inquiries for support
• Escalation to tier 2/3 support from engineering staff, including proper documentation of troubleshooting efforts before escalation

Skills on Resume: 

• Helpdesk Management (Hard Skills)
• Service Improvement (Hard Skills)
• Cross Collaboration (Soft Skills)
• Performance Feedback (Soft Skills)
• Team Leadership (Soft Skills)
• Process Documentation (Hard Skills)
• Asset Management (Hard Skills)
• Staff Training (Soft Skills)

Job Summary: 

• Supervision, leadership, and management of the UCC team.
• Recruiting, hiring, training, evaluation and mentoring of staff to ensure positive employee development.
• Institute strong governance to lead and direct the UCC group with standard processes and workflows.
• Ensure that existing procedures are followed and that all procedures are documented in accordance with ITIO guidelines.
• Drive innovation towards ITIO values and effectiveness.
• Interface directly with lines of business to ensure UCC platforms are meeting their goals and objectives.
• Communicates and provides regular reporting and updates to the IT Data/Telecom manager.
• Develop, measure, and report UCC performance metrics.
• Being a self-motivated individual who can work on their own as well as integrate with a team in a variety of situations.
• Work with staff to create viable project plans for system deployment and/or upgrades that will positively impact end users and enable FIB's business strategy.
• Coordinate ITIO projects/resources with the project management office (PMO).
• Ensure all project deliverables, budgets, and timelines are met.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Staff Development (Soft Skills)
• Process Governance (Hard Skills)
• Procedure Compliance (Hard Skills)
• Innovation Management (Soft Skills)
• Business Alignment (Soft Skills)
• Performance Reporting (Hard Skills)
• Project Coordination (Hard Skills)

Job Summary: 

• Work closely with all areas of FIB, including lines of business and ITIO.
• Stay abreast of technology needs and regulations of applications and systems used by FIB.
• Perform scheduled maintenance, upgrades, and patches to assigned applications and systems.
• Leadership focuses on continual improvement of the team members and the services provided.
• Coordinates training and orientation to equip employees with the skills needed to perform their duties.
• Ensures communication systems are available and updated to service the enterprise.
• Organizes support, troubleshooting, and repair for communications equipment and systems.
• Monitors, identifies, and executes process improvements to meet current and future user demands.
• Establishes relationships with technology and component vendors.
• Develops and maintains emergency plans to address equipment, power, or process failure to ensure preservation of technology and services.
• Conducts job performance reviews, conducts regular one-on-one meetings, and participates in morning huddles.
• Leads and supervises on-site, remote, and temporary employee resources.
• Provides support for client contact center communications systems.

Skills on Resume: 

• Cross Collaboration (Soft Skills)
• System Maintenance (Hard Skills)
• Team Leadership (Soft Skills)
• Employee Training (Soft Skills)
• System Availability (Hard Skills)
• Process Improvement (Hard Skills)
• Vendor Management (Hard Skills)
• Crisis Planning (Hard Skills)

Job Summary: 

• Performs a critical role in the provision of IT services to the UK and Ireland Rentokil Initial business.
• Managing a team of IT support staff, including the coordination of work for the team to ensure project work is resourced whilst maintaining the BAU service level.
• Troubleshooting and fixing IT incidents, fulfilling IT requests, and managing problems to resolution
• Undertakes routine installations and de-installations of items of hardware and/or software.
• Takes action to ensure targets are met within established safety and quality procedures, including handover to the client.
• Uses system management software and tools to collect agreed performance statistics.
• Carries out agreed system software maintenance tasks.
• Provides technical expertise to enable the correct application of operational procedures.
• Contributes to the planning and implementation of maintenance and installation work.
• Ensures that incidents and requests are handled according to agreed procedures.
• Ensures that documentation of the supported components is available and in an appropriate form for those providing support.
• Creates and maintains support documentation.

Skills on Resume: 

• Team Management (Soft Skills)
• Incident Resolution (Hard Skills)
• System Installation (Hard Skills)
• Quality Assurance (Hard Skills)
• Performance Monitoring (Hard Skills)
• Software Maintenance (Hard Skills)
• Technical Expertise (Hard Skills)
• Documentation Management (Hard Skills)

Job Summary: 

• Manage multiple teams of IT Help Desk associates to ensure they respond to inbound calls and tickets in an efficient, courteous, and knowledgeable manner.
• Oversee knowledge base/solution repository to ensure quality solutions are available to team members.
• Maintain a thorough understanding of the technical and troubleshooting process to assist with inquiries and escalated calls.
• Serve as an escalation point and incident manager for Severity 1 and 2 tickets.
• Manage the process for communicating outage/emergency activities to the stakeholders.
• Manage multiple POS and other in-store systems to become the support SME.
• Consolidation of support processes across multiple brands.
• Conduct Monthly Performance Reviews of Analysts and review completed tickets as a coaching tool to ensure quality work.
• Coach by identifying performance gaps and developing/implementing action plans to assist team members in meeting or exceeding requirements.
• Handles escalated troubleshooting tasks and works with team members on problem recognition, correlation, and notification, maintains an open line of communication regarding events and follow-ups.
• Coordinate installation and/or upgrade of software and hardware, PC, and Operating Systems.
• Assists with ensuring hardware inventory is maintained.

Skills on Resume: 

• Team Management (Soft Skills)
• Knowledge Management (Hard Skills)
• Technical Expertise (Hard Skills)
• Incident Management (Hard Skills)
• Crisis Communication (Soft Skills)
• Process Consolidation (Hard Skills)
• Performance Coaching (Soft Skills)
• Hardware Maintenance (Hard Skills)

Job Summary: 

• Communicate a compelling and inspired vision or purpose for the project to motivate and onboard the team.
• Clear thinker who anticipates and develops strategies for anticipated future consequences and trends
• Dedicated to meeting the expectations and requirements of internal and external customers
• Copes with change and works effectively without having the total picture
• Knows how to organize people and activities into an efficient workflow
• Solves difficult problems with effective solutions using rigorous logic and methods
• Provides direct, complete, and “actionable” positive and corrective feedback to others
• deliver projects within a structured framework to measurable milestones, overseeing the budgets, targets, and reports throughout the process.
• Deals with ambiguity and complexity and consults
• Quickly creates focus on the most important issues
• Anticipates and proactively mitigates risks to cost, scope, schedule, and customer satisfaction.
• Marshal resources (people, funding, and support) to get things done
• Resolves conflicts quickly and settles disputes equitably
• Provides information people need to do their jobs effectively and to make the best possible decisions

Skills on Resume: 

• Vision Communication (Soft Skills)
• Strategic Thinking (Soft Skills)
• Customer Focus (Soft Skills)
• Adaptability Skills (Soft Skills)
• Workflow Organization (Hard Skills)
• Problem Solving (Hard Skills)
• Constructive Feedback (Soft Skills)
• Project Delivery (Hard Skills)

Job Summary: 

• Manage all tasks for level 1-2-3 support (internally and externally)
• Develop, recommend, and implement policies, improvements, procedures, and projects for the development of systems and operations within the team, all while collaborating with the IT Director
• Ensure IT support for users of the head office, distribution center, and stores
• Manage the projects assigned to the department and the budgets allocated to them
• Manage departmental priorities by ensuring a good overview of different projects, calls, and service agreements
• Manage the Level 1 support team, ensuring the quality of service to the users of the points of sale
• Motivate, guide, evaluate, coach, and develop the skills and potential of the team members.
• Track all tickets in the Service Now system and provide dashboards to all support stakeholders (Director, VP, and Business Partner)
• Ensure an excellent follow-up with all the support partners of the company
• Ensure good communication and rigorous monitoring of the various projects and issues related to the services provided, with all departments
• Maintain good relations with the various business partners
• Ensure the development of the skills of their team and partners by completing performance evaluations

Skills on Resume: 

• Technical Support (Hard Skills)
• Policy Development (Hard Skills)
• User Support (Soft Skills)
• Project Management (Hard Skills)
• Priority Management (Hard Skills)
• Team Coaching (Soft Skills)
• Performance Tracking (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Be responsible for all peripheral installation and support except for the Items covered under a maintenance agreement with an outside vendor
• Be responsible for coordinating the vendor support
• PC support, Software support, and Upgrades MS Office, Symantec, Legacy software, Kaseya, Dameware, and/or any specialized user requirements
• Industrial PC Support, Software Support, and Upgrades for industrial systems.
• Maintenance system for PC repair
• Supervision of PC and Plant Systems Technicians
• PC and peripheral requirements and recommendations
• Cost-effective solutions for equipment replacement and upgrades

Skills on Resume: 

• Peripheral Support (Hard Skills)
• Vendor Coordination (Soft Skills)
• Software Upgrades (Hard Skills)
• Industrial Systems (Hard Skills)
• System Maintenance (Hard Skills)
• Team Supervision (Soft Skills)
• Equipment Planning (Hard Skills)
• Cost Management (Hard Skills)

Job Summary: 

• Lead the CashApp IT Support organization, responsible for end-user IT support in CashApp
• Develop processes to meet the global support needs of CashApp
• Lead the transformation from reactive to proactive to predictive
• Partner with other teams in IT and across multiple teams in CashApp to create new user experiences that enhance employee productivity
• Develop ongoing reports on ticketing trends and team performance
• Coach IT Support Managers and specialists to provide an exceptional customer service experience
• Actively participate in the team’s daily tasking and support requirements.
• Plan and implement roadmaps for software and hardware upgrades across the company.
• Ensure continue to implement and follow best practices across the systems and infrastructure to achieve the mission and goals.

Skills on Resume: 

• IT Leadership (Soft Skills)
• Process Development (Hard Skills)
• Service Transformation (Hard Skills)
• Cross Collaboration (Soft Skills)
• Performance Reporting (Hard Skills)
• Team Coaching (Soft Skills)
• Upgrade Planning (Hard Skills)
• Best Practices (Hard Skills)

Job Summary: 

• Perform analysis, diagnosis, and resolution of complex problems for customers and recommend/implement corrective solutions
• Receive and respond to incoming calls, e-mails, instant messages, and voicemails.
• Accurately document instances of equipment or component failure, repair, installation, and removal
• Accurately document and update all assigned incident tickets
• Maintain an accurate inventory of IT assets in stock
• Collaborate with other CIO Services organizations to ensure efficient operation of the organization's computing environment
• Document and follow processes, procedures, and knowledge articles related to the support environment
• Own onboarding and offboarding of employees, and add automation
• Establish and implement security requirements across the business

Skills on Resume: 

• Problem Resolution (Hard Skills)
• Customer Support (Soft Skills)
• Incident Documentation (Hard Skills)
• Asset Management (Hard Skills)
• Cross Collaboration (Soft Skills)
• Process Documentation (Hard Skills)
• Employee Onboarding (Soft Skills)
• Security Implementation (Hard Skills)

Job Summary: 

• Maintain a relationship with the outsourced IT firm through weekly review meetings and tracking of internal employee satisfaction
• Act as a gatekeeper and escalation point between employees, the internal Technology team and the outsourced firm
• Maintain documentation about the IT help desk vendor
• Act as the first point of contact to the Executive and Senior leadership team members on IT or Help Desk issues
• Source all IT equipment, including negotiation of purchases and contracts totaling
• Monitor and forecast employee equipment needs up to 4 months in advance
• Sync activities and share experience with a diverse team
• Conception and management of presentations and specialized IT training for end users.
• Participation in manual testing of information systems.

Skills on Resume: 

• Vendor Management (Hard Skills)
• Escalation Handling (Soft Skills)
• Documentation Management (Hard Skills)
• Executive Support (Soft Skills)
• Procurement Negotiation (Hard Skills)
• Resource Forecasting (Hard Skills)
• Team Collaboration (Soft Skills)
• User Training (Soft Skills)

Job Summary: 

• Manage a team of IT tech support personnel in IT Support.
• Be responsible for hiring, performance management, and career development as the team grows
• Own SLAs for user support requests and ensure both their success and continuous improvement
• Support Asana employees in resolving problems with IT issues, Hardware, Software, Operating System(Mac/Windows), Desktop Applications, AV, and Communications systems.
• Lead projects, focused on continuously improving IT Support at Asana
• Facilitate escalations to IT Operations, IT Systems Engineering, Network Engineering, or AV Engineering.
• Partner with IT leads in other offices to ensure consistent service delivery globally
• Organization and implementation of support for information systems.
• Provide guidance on the use of information systems.
• Maintain and update user support information on Wiki sites and collaborative sites.

Skills on Resume: 

• Team Management (Soft Skills)
• Performance Management (Hard Skills)
• SLA Management (Hard Skills)
• Technical Support (Hard Skills)
• Project Leadership (Soft Skills)
• Issue Escalation (Soft Skills)
• Global Collaboration (Soft Skills)
• System Guidance (Hard Skills)

Job Summary: 

• Own and manage the Workplace and A/V technologies by developing best practices, better processes, and defining new service standards
• Support the AV hardware for the company-wide live streaming events. (e.g., quarterly update events, all-hands, etc.)
• Help support and maintain the static office devices, such as printers, dashboards, meeting rooms, shared desks, etc.
• Work on impactful projects that match skills and contribute to the objectives
• Help team members by actively sharing knowledge and training them on process changes and/or new processes
• Collaborate with core teams like the Workplace Operations and Onboarding Experience
• Monitor team members’ schedules to ensure maximum utilization of available resources
• Communicate with clients, including keeping them informed of incident progress and notifying them of delays in service delivery
• Ensure that service tickets are worked on by way of established procedure

Skills on Resume: 

• Process Development (Hard Skills)
• AV Support (Hard Skills)
• Device Maintenance (Hard Skills)
• Project Execution (Hard Skills)
• Knowledge Sharing (Soft Skills)
• Cross Collaboration (Soft Skills)
• Resource Management (Hard Skills)
• Client Communication (Soft Skills)

Job Summary: 

• Directly managing a local workforce of IT support technicians
• Working closely with engineering and other operations teams to incorporate customer feedback into products and services, and address key IT support and usability concerns for corporate employees
• Maintaining very high customer satisfaction and a consistently great work experience for all Amazonians
• Defining and analyzing metrics to drive standards and influence team behavior
• Holding the team accountable for the achievement of goals
• Working effectively in a fast-paced, global, cross-functional environment.
• Traveling regularly to meet with remote staff and customers.
• Monitoring support coverage for the standard support hours
• Monitoring new cases coming in and assigning and reassigning the tickets
• Monitoring open requests assigned to the consultants during standard support hours

Skills on Resume: 

• Team Management (Soft Skills)
• Customer Focus (Soft Skills)
• Feedback Integration (Hard Skills)
• Performance Metrics (Hard Skills)
• Goal Accountability (Soft Skills)
• Cross Collaboration (Soft Skills)
• Support Monitoring (Hard Skills)
• Ticket Management (Hard Skills)

Job Summary: 

• Directly manage a team, building an organization that can support and sustain regional growth and customer needs.
• Working closely with engineering and other operations teams to incorporate customer feedback and address key support and usability concerns for customers throughout the region.
• Maintaining very high customer satisfaction and a consistently great work experience for all Amazonians, regardless of location.
• Effectively defining/analyzing metrics to drive team behavior in pursuit of goals.
• Working effectively in a cross-functional environment with legal, technical, senior management teams and site leadership.
• Traveling occasionally to meet with remote staff and customers.
• Developing and holding to Operational Excellence metrics, diving deep into the details and data to understand how the customers interact with the services and infrastructure
• Acting as a first point of escalation for the consultants based and the relevant customers, referring unresolved issues to the service delivery manager
• Working towards SLAs for response and resolution times
• Preparing and managing the team’s budget

Skills on Resume: 

• Team Leadership (Soft Skills)
• Customer Focus (Soft Skills)
• Feedback Integration (Hard Skills)
• Performance Metrics (Hard Skills)
• Cross Collaboration (Soft Skills)
• Operational Excellence (Hard Skills)
• Escalation Management (Soft Skills)
• Budget Management (Hard Skills)

Job Summary: 

• Oversee helpdesk support for clients, supervising a team responsible for resolving daily tickets through effective ticket assignment, delegation, and appropriate escalation.
• Consistent commitment to customer service through effective ticket resolution, proactively anticipating customer needs, and working with internal teams to ensure complex and/or escalated issues are resolved.
• Proactively seek out customer feedback and insights, providing recommendations to the Regional Director and Integritek leadership to strengthen the organization’s product and service offerings.
• Embody the Integritek brand by building productive relationships built on trust, patience and results with internal staff, customers and vendor partners.
• Seek to overcome challenges and accept failure as an opportunity for improvement.
• Set a clear team schedule, goals, and expectations.
• Utilize to manage team performance and report on metrics.
• Perform regular ticket audits to recognize success and identify opportunities for improvement.

Skills on Resume: 

• Helpdesk Management (Hard Skills)
• Customer Service (Soft Skills)
• Feedback Analysis (Hard Skills)
• Relationship Building (Soft Skills)
• Problem Solving (Soft Skills)
• Team Scheduling (Hard Skills)
• Performance Reporting (Hard Skills)
• Quality Auditing (Hard Skills)

Job Summary: 

• Participate in the interview process to vet qualified team members.
• Listen to team members’ feedback and resolve issues or conflicts promptly.
• Appropriately load balance by assigning tickets to the appropriate talent, ensuring timely completion and opportunities to learn and grow.
• Identify team member development needs and coach accordingly.
• Collaborate with the Support Manager to develop and deploy training.
• Provide new hire training and participate in 60 and 90 Day Introductory Evaluations.
• Recognize high performance and reward accomplishments.
• Delegate tasks and set deadlines.

Skills on Resume: 

• Talent Acquisition (Hard Skills)
• Conflict Resolution (Soft Skills)
• Workload Management (Hard Skills)
• Team Coaching (Soft Skills)
• Training Development (Hard Skills)
• Employee Onboarding (Soft Skills)
• Performance Recognition (Soft Skills)
• Task Delegation (Hard Skills)

Job Summary: 

• Be responsible for leading the technical team in day-to-day operations
• Analyze business issues, define requirements, design computer programs, and recommend automated system controls and protocols to solve organizational information issues. 
• Determine operational objectives, gather information, and evaluate output requirements and formats.
• Provide Help Desk support and IT services for the Department of Defense senior leadership and their staff. 
• Serve as the point of contact between the government, contractor employees, and Frontier Technologies, including leadership.
• Perform Information Assurance duties to include conducting emissions security evaluations and validating user training
• Perform Tier I technical support on Desktops, Virtual PCs, and Printers
• Perform Tier II technical support on Microsoft and VMWare Servers on multiple networks
• Perform server and desktop vulnerability mitigation

Skills on Resume: 

• Technical Leadership (Soft Skills)
• Business Analysis (Hard Skills)
• System Design (Hard Skills)
• Helpdesk Support (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Information Assurance (Hard Skills)
• Technical Support (Hard Skills)
• Vulnerability Mitigation (Hard Skills)

Job Summary: 

• Track and document equipment movement location
• Facilitate the setup and teardown of Video Teleconferences for multiple agencies
• Be responsible for operations, scheduling, organizing, and execution of conferences and support of audio-visual equipment in the operations centers on Joint Base Elmendorf-Richardson.
• Perform programming upgrades to equipment on the premises and new equipment purchased by the government
• Prepare conference rooms and operate VTC equipment on the DISA Global Video Service (GVS) and the local Air Force network.
• Set up and operate equipment, including NIPRnet, SIPRnet, video projectors, Crestron and AMX displays, Gentner audio equipment, and various other systems (i.e., portable projectors, DVD/CD players, portable audio systems) in direct support of meetings, briefings, conferences, and VTCs.
• Prepare conference/training rooms appropriate to the scheduled event.
• Provide Tier I/Tier II Support, troubleshooting, and repair for Desktops, Virtual PCs, and Printers, Active Directory, SharePoint, Email, Servers, Networking/Communication equipment, Software, and mobile devices.

Skills on Resume: 

• Asset Tracking (Hard Skills)
• VTC Coordination (Hard Skills)
• Event Management (Soft Skills)
• Equipment Programming (Hard Skills)
• Conference Support (Hard Skills)
• AV Operation (Hard Skills)
• Room Preparation (Soft Skills)
• Technical Support (Hard Skills)

Job Summary: 

• Respond to all incident requests from corporate/stores and business partners to meet or exceed established Service Level Agreements (SLAs)
• Manage continuous improvement methodologies in day-to-day policies and procedures with other IT Support teams to provide decreased incidents from corporate/retail stores
• Be the face of the Store Support Team to all stores and corporate
• Create and maintain daily, weekly, monthly, quarterly, and annual reports, identifying trends and opportunities
• Manage, support, and develop supervisor and analyst roles
• Maintain 24/7 team/schedule rotation
• Order and configure new office and computer equipment in line with established approval procedures
• Ensure proper procedures are enforced related to leavers and IT access/equipment
• Deal with office-related suppliers, printers and other equipment, ensuring that supplies are maintained with sufficient buffer stocks
• Assume this leadership position in the Support Services organization and take responsibility for running all aspects of the support team
• Manage IT Support Services, Staff team and resources for multiple offices
• Plan, direct and coordinate all operational delivery activities required to conceptualize, design, construct, test, and/or implement business and technical IT solutions
• Ensure that service delivery performance and customer experience goals and objectives are met at a cost acceptable to the business

Skills on Resume: 

• Incident Management (Hard Skills)
• Process Improvement (Hard Skills)
• Customer Relations (Soft Skills)
• Performance Reporting (Hard Skills)
• Team Development (Soft Skills)
• Resource Scheduling (Hard Skills)
• Procurement Management (Hard Skills)
• Service Delivery (Hard Skills)

Job Summary: 

• Be responsible for the IT spend across the business, including hardware and software, and managing relationships with the key SaaS providers
• Work closely with leadership to ensure they understand the business needs as they grow, and to build and deliver the IT Roadmap to support that growth
• Resolve technical support queries across the business and shape the service desk function
• Maintain and create documentation for the IT function
• Oversee and manage the vendor’s service delivery and operation
• Ensure the response levels for the incident management queues are maintained.
• Providing a consistent approach to reporting and managing the delivery of projects.
• Ensuring appropriate controls of resources and avoiding any unnecessary risk to the business.
• Provide infrastructure support across the company, including cloud, network, security, and VPN services
• Be responsible for tooling support on internal applications, supporting software development

Skills on Resume: 

• IT Budgeting (Hard Skills)
• Strategic Planning (Soft Skills)
• Technical Support (Hard Skills)
• Documentation Management (Hard Skills)
• Vendor Oversight (Hard Skills)
• Incident Management (Hard Skills)
• Project Reporting (Hard Skills)
• Infrastructure Support (Hard Skills)