Technical Team Lead

Technical Team Lead

Vacancy expired!

At Northwestern Mutual, we are strong, innovative and growing. We invest in our people. We care and make a positive difference.

What's the Role?

We are seeking an experience support lead you will help ensure that departments objectives and project deadlines are met. You will provide high level technical and design for the meeting experience space. The candidate will possess advanced design, engineering and programming skills with A/V and Video teleconferencing systems, advanced training, and extensive relevant experience regarding A/V systems, demonstrate customer-facing communication skills with the ability to effectively interface at all levels of the organization.

Primary Duties and Responsibilities

• Lead a diverse technical team and provide business and technical expertise to drive effective and efficient processes and best practices across the technology space
• Develop, maintain, and leverage relationships across Product and Technology organization to proactively understand and help drive solutions to business problems (which may be bigger than your team)
• Be an inspiring leader and engage in encouraging industry best practices within and outside immediate team
• Introduce new technologies and tools needed to create solutions to drive effortless experiences for users
• Learn continuously about technology support, software development, and customer experience, and guide others across the org on these topics
• Provide technical leadership to a team to drive application performance and availability to meet business needs
• Champion for technology needs of business users, promote effective presence in business areas, proactive monitoring for issues impacting users, and drive cross-team engagement for long term resolution of issues
• Build effortless customer experience via partnering to create an effective use of Self Service, Community and Knowledge Management for users, Tier1, and our teams
• Lead incident queues to ensure alignment to SLA
• Assist in inventory management, procurement of A/V equipment and accessories
• Responsible for staying ahead of and promoting enterprise standards, customer success and industry standards, technologies, methodologies and best practices
• Build and maintain relationships across Development, Infrastructure, Product and other Support partners to deliver and improve the team's effectiveness and efficiency.
• Participate in product planning, sizing, for application features to meet business needs and user expectations. Consult on right-sizing decisions, software solutions, and services design as a primary Voice of the Customer
• Conduct code evaluations
• Coach and mentor employees to deliver continuous improvement, and develop their professional skills and capabilities

Bring your best! what this role needs:

• Bachelor's degree in Computer Science, MIS or related field OR a significant amount of directly related work experience
• 5+ years of professional operations, analysis, testing and software documentation experience
• Experience using continuous integration and deployment concepts
• 5+ years of experience with broad and specific technical requirements (A/V, Meeting Room and Teleconferencing technology)
• Demonstrable experience carrying out projects and efforts in variety of specific and broad SDLC methods (ie Kanban, SCRUM, waterfall, agile, etc)
• Proven knowledge of Operations and Customer Service processes and workflows and industry standards
• Deep and broad understanding and experience across development, support, and business
• Ability to build partnerships with business and technology partners
• Experienced programming skills (Crestron Certified Programmer)
• Ability to explain technical solutions to technical and non-technical teams
• Ability to provide broad thought leadership
• Possess a support and customer-centric mentality and attitude, along with a passion for continuous learning aspiring to build on your core business knowledge and technical base.
• Strong problem-solving skills, ability to deal with ambiguity, sense of ownership and the ability to work with a limited set of requirements
• Strong organizational and follow-through skills, with ability to work within deadlines, prioritize work and multitask.
• Ability to anticipate customer needs and business issues while developing and implementing innovative solutions to achieve desired results.
• Deep knowledge of video conferencing and streaming equipment and software
• Proficient with testing and calibrating A/V equipment
• Strong A/V background with expertise in IT Infrastructure with an ability to set-up, configure and operate multimedia AV devices

Our Benefits!

• Highly competitive compensation, including annual bonus opportunities
• Medical/Dental/Vision plans, 401(k), pension program
• Tuition reimbursement, commuter plans, and paid time off
• Extensive Professional Training Opportunities
• Excellent Work/Life Balance
• Hackathons/Dedication to Innovation

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W e are an equal opportunity/affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or status as a protected veteran, or any other characteristic protected by law.

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