Technical Lead – Service Operations and Support

Advantage Tech is looking for a Team Lead – Service Operations and Support for our client in Lee's Summit, MO.  This is a remote position. 

  • Ensures that service and support functions align with the ITIL framework and are built on lean principles with a focus on continual improvement (i.e., PLAN-DO-CHECK-ACT).
  • Assist IT leadership establish current and future state process maturity targets leveraging the ITIL framework.
  • Provides tier 1 and tier 2 technical support. Documents and manages tier 0, tier 1, tier 2 and tier 3 escalation policies and procedures.
  • Provides cross-functional support of the organizations problem management, change management and release management processes.
  • Supports the development of service and support policies and procedures, KPIs, KRIs and metrics to ensure success criteria is measurable and supports GEHA’s accountability and transparency values and principles. 
  • Assists in developing the organization’s service catalog and establishing service-level agreements (SLAs) and operating-level agreements (OLAs) with relevant IT and business stakeholders.
  • Assist in developing Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  • Develop Key Performance Indicators (KPIs) to establish specific measures that will be used to evaluate success.
  • Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Develop a model of consistent velocity for the team and demonstrate the ability to deliver on estimates.
  • Accountable for the technical delivery of the entire Project.
  • Identifies and clears roadblocks for the team.
  • Leads the process of analysis in order to fulfil the requirement of system, end-to-end.
  • Develops the detailed design structure after understanding the requirements and the conceptual design and architectural standards.
  • Implements the best practices for Service Operations and Support
  • Works on identifying project risks and plans mitigation with the PM at project level.
  • Ensures that the Team is working as per the listed procedures, standards, requirements, quality, and user expectations.
  • Constantly monitor and enhance the productivity of the team while identifying and eliminating waste.
  • Inspire team members.

GENERAL RESPONSIBILITIES

  • Be flexible and demonstrate adaptability to the changing and varied work settings.
  • Should carefully analyze the details of all the work performed by the Team.
  • Serve as the primary interface between the team and management on projects they are leading.
  • With the Manager, Sets targets and expectations for the team.
  • Take accountability for the activities from product definition through implementation.
  • Abide by all the project and company guidelines and standards and ensures that even the team members are doing so.
  • With the Manager, ensure fair tasks assignments where people are assigned with tasks aligned to their skills and team need.
  • Constantly motivate and encourage team to give their best, especially during the time when they are pressured with aggressive targets.
  • Make yourself completely aware with all the technologies thoroughly especially the ones associated with the technologies or application being developed/implemented is under construction.
  • Find ways for non-technical people to understand technical concepts through great communication
  • Mentor the staff on their team, provide feedback on their work frequently, and encourage and promote best technology practices

REQUIREMENTS

  • Requires a bachelor’s degree in a Computer Information Services or a related field.
  • Requires 6+ years’ experience in IT support and/or service management experience
  • Additional years of qualifying work experience may be considered in lieu of formal education.
  • Requires effective communication and presentation skills and the ability to lead multi-disciplinary development teams.
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