Contract-to-Hire (they have the right to convert at 3 months). CNs must be interested in the conversion.
SUMMARY The EUC Refresh Team Leader provides support and leadership for a team responsible for refreshing and delivery of technology needs of staff with roles essential to the day-to-day operations.
The EUC Refresh Team Leader leads a team of IT professionals providing configuration and deployment services across all lines of Business
RESPONSIBILITIES Coordinate staffing and service delivery across assigned locations Maintain appropriate levels of coverage Proactively manage SLA requirements Ensure and review documentation of all work performed on behalf of customers Build and maintain relationships with key staff/managers to make sure service levels are meeting their needs and to handle any issues or concerns before they become an escalation Take ownership of customer service related escalations Initiate, own and coordinate internal escalations of technical issues Manage employee leave requests and PTO; ensure seamless coverage Administer internal systems access and account provisioning. Supervise adherence to company and business unit policies and standards Facilitate team meetings and coordinate communication Assist with candidate screening, selection and onboarding Participate in staff performance evaluations and progress reporting Act as player coach; step in to plug gaps in coverage as appropriate Represent the team in the larger organization as required
REQUIREMENTS 3-5 years leadership experience with large scale technology refresh deployments Experience leading a team of 10 or more 3- 5 yrs of hands on PC/Laptop configurations and deployments Experience with Service Now as a ticketing system Experience with HP, Levovo and Mac products Aggressive self-starter able to act and complete projects independently Superior customer service and people skills Friendly and approachable demeanor and professional appearance Enthusiasm, resilience, and a positive attitude Well-developed sense of urgency and ability to multitask Exceptional communication skills Advanced technical abilities Attention to detail Ability to juggle time and resources to meet or exceed expectations Maintain professionalism under pressure ITIL knowledge/experience a PLUS
LIST OF TECHNOLOGIES (Inclusive of, but not limited to) Mac OS, Windows OS, Linux or UNIX experience NOT required but is a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. Apple Remote Desktop, LogMeIn, Bomgar, etc), Citrix, virtualization (i.e. vmWare or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.)
