Regional IT Site Support Team Lead - AMER East
Core
Lead and oversee onsite IT support activities for a designated geographic region, supervising a team of IT professionals at various facilities.
Role type
Senior IT Site Support Team Lead
Builds
End-user support services and IT service management practices
Domain
IT Operations / Service Desk
Required skills
IT Service Management principles, ITIL v4, team leadership, standard operating procedures, major incident management, stakeholder management, policy development, continual improvement
Preferred skills
ITIL v4 certification
Technologies
Endpoint computing landscape, IT Service Management tools
Responsibilities
Oversee all onsite IT support activities for the designated region; Assign work to IT Support Techs based on locale and skillset; Establish and revise standard operating procedures; Serve as key escalation point for technology support issues; Work with IT Resolver Teams to prioritize support work; Join Major Incident Management calls; Lead, coach, and mentor team members; Develop and monitor policies for data accuracy, security, and compliance; Evangelize IT service management practices; Identify and implement continual improvement opportunities; Travel to domestic and international sites to meet with business and technicians.
Seniority
Senior, hands-on IC with people leadership