Desk Side and Technology Support Team Lead

Job Description

Why join us?

It’s an exciting time at AtkinsRéalis! We are rapidly growing in the US. Our company purpose is to build a better world for our planet and its people. We recognize the importance of making sure that our clients and employees, feel this purpose every day. AtkinsRéalis is proud of our company culture that promotes, diversity, equity and inclusion. Our company ethos include collaboration through the connection of people, data and technology. We are a global firm, who leverages having employees located throughout the world, creating valuable partnerships and doing our part to make this planet and its people, thrive.  We need energetic, passionate and eager professionals like you to join our team. There has never been a better time to be a part of AtkinsRéalis!

We are seeking a Desk Side Technology and Support Lead to join our IT Support team in Orlando, FL.

The Desk Side & Technology Support Team Lead is responsible for the day to day operations and 2nd Line and above hardware and software support for their area of responsibility. They may manage staff in a dynamic, fast paced environment which champions customer satisfaction as a priority.

About us

AtkinsRealis is one of the world’s most respected design, engineering and project management consultancies. AtkinsRealis has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years. AtkinsRealis has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

How will you contribute to the team?

• Lead and motivate any reporting Desk Side & Technology Support Analysts by communicating job expectations; planning, monitoring, appraising job results; coaching employees.
• Manage and prioritize all 2nd line and above incidents and requests according to defined SLAs.
• Manage the troubleshooting of a range of technology issues: investigating, diagnosing faults, and working through to resolution.
• Provide customers with continual and regular updates throughout the management of their incidents and requests.
• Provide operational services to the business to ensure maximum levels of user support and system availability.
• Advanced troubleshooting of the Atkins desktop computing environment based on incidents and service requests logged via the Global Service Desk.
• Deploy desktop computers and peripherals, record and track assets during employment according to standards and workflow procedures.
• Manage all hardware delivery to end users.
• Support the set-up of new offices, sites or projects across region.
• Manage regional projects by coordinating resources and timetables with IT Staff, both regionally and in the Global Hub.
• Management of local hardware stock and keep the Global Hub informed of changes
• Plan, organize, track and record the supply of IT equipment, following asset management procedures and processes.
• Manage the recycling of all expired IT equipment and technologies, ensuring correct disposal according to policy.
• Build a close working relationship with the business in order to ensure the timely communication and resolution of problems and incidents.
• Ensure maintenance of all equipment rooms and conference room facilities, mitigate risk s arising from audits, fire, safety or other risk assessments.
• Maintain a mindset of continuous improvement and development, by way of efficiency, customer satisfaction and technical knowledge.
• Practice financial prudency by ensuring expenditures are necessary, forecasting and scheduling requirements as well as preparing an annual budget.
• May perform such other duties as the supervisor may from time to time deem necessary.

How will you contribute to the team?

• Bachelor's degree in Information Technology or related field or 7 years in network/system administration, PC support, and IT service principles and processes.
• High level of proficiency and knowledge working in a Corporate IT environment.
• Solid understanding of hardware and software asset management processes.
• Understanding of the Change Management Process.
• Experience of working to (and exceeding) Service Level Agreements.
• Ability to learn, understand, and apply new technologies.
• Strong business focus and customer service skills.
• Exceptional communication skills, both verbal and written.
• Working knowledg