At Arup, we are dedicated to shaping a better world. For more than 70 years, we have helped bring to life groundbreaking projects across the globe, from the Sydney Opera House to the Beijing Bird’s Nest. We believe that great design comes out of a commitment to quality, creativity, and intensive cross-disciplinary collaboration. Our 14,000-person strong team of designers, engineers, planners and consultants regularly come together to devise solutions that benefit not just our clients, but also the world. We believe in continuous learning; providing a culture that is naturally curious and always stimulating. One that promotes self-discovery and allows people time and space to be creative. Arup’s culture looks a lot like the future: globally-linked, locally-focused, and radically creative. We are searching for those rare individuals who are as smart and visionary as they are bold. If this sounds like you read on.
IT is at the core of our company and helps us produce some of the most ground-breaking designs in the industry. We are seeking an IT End User Support Lead to join us and lead our end user support team that supports over 1,500 end users. The IT End User Support Lead is responsible for managing and advancing the first-level & second-level service and support of end-user service requests and computing issues. The position requires strong leadership skills, and a deep commitment to end-user satisfaction and experience in driving process improvement.
Responsibilities:
• Responsible for Level 1 Service Desk team. Develop, manage measure and report on key service-level metrics. Strive for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management.
• Responsible for Level 2 Client Services team, Support and management of the firm’s personal computers & mobile device ecosystem. Responsible for day-to-day support activities and strategic project enhancements.
• Creating the vision and strategy for the IT Services organization.
• Build and maintain relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
• Perform end-user satisfaction surveys (transactional and periodic), and develop action plans to address areas needing improvement.
• Be an active member of the change, release, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
• Advance the use of a knowledge repository to share information among all levels of IT service and support.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
• Defining the operating model to deliver world class services and increase the client success and overall experience
• Leading in the introduction and deployment of best practices for service support processes. Ensures audit readiness; develops and delivers process documentation and training
• Ensuring team readiness, execution excellence, high productivity, and success
• Evaluating, defining, developing, and deploying new service support processes and/or Enhancements with existing processes
• Overseeing the performance of service support staff; their budget and staffing needs
• Performing executive level escalation management
Qualifications:
• 8+ years managing support centers and software implementation functions
• Bachelor’s Degree in Computer Science, Information Systems, or other related field.
• MCSE, Cisco CCNP, or VMWare Certified Professional required. Or equivalent IT professional certification.
• Collaborative, consultative and effective in a consensus based decision making culture.
• High energy, motivated, open-minded and willing to embrace innovation and new technology
• Excellent written and verbal communication skills; communicating to all levels within an organization.
• Flexibility and ability to adapt and manage effectively in a continuous change and high performing environment
• Ability to promote a positive attitude throughout the organization, effective at inspiring and motivating department through any challenge and drives execution excellence and success
• Vision and strategy: Define the vision and strategy for client success with success measures and metrics ensuring the support organization enhances the customer experience while meeting the firm’s business goals
• Client commitments: Follow through on all client commitments for project status, incidents, requests and overall performance reporting providing.
Arup offers an excellent benefits package including healthcare, 401k match of 10%, Paid Time Off (PTO) and bonus compensation in the form of Profit Share.
Share your passion and experience in a global culture that believes your potential to achieve is endless. This is your opportunity to shine.
Arup is proud to be an equal opportunity employer.
↧
IT End User Support Lead
↧