IT Tier 2 & Executive Support Team Lead

Requisition Id 12849 

Due to the security clearance requirements of this position, we are unable to consider EAD and Green Card holders. Additionally, Visa sponsorship of any kind is unavailable for this position (H1B, F1, OPT, H4, J1, etc.).

 

Overview:    

The Client Support & Engineering Services Group at Oak Ridge National Laboratory (ORNL) is seeking an IT Team Lead! The Client Support & Engineering Group is in the Digital Services & Infrastructure Division of the Information Technology Services Directorate at ORNL.

 

This Team Lead provides direction for end user support on 10,000+ Windows/Mac/Linux computers and mobile devices for 6,800+ staff, including premium support for executive staff. Responsibilities include analysis, design, maintenance, and documentation of intermediate level IT services for all ORNL computers, and leading technical programs that impact all staff. Team Leads also participate in providing hands-on sophisticated support to ORNL leadership and VIPs.

 

Major Duties/Responsibilities:  

Following industry-accepted standards and laboratory and division-level processes and guidelines, you’ll mentor the team and assign, plan, schedule, and track tasks. Specific responsibilities of the position include, but are not limited to:

 

Leadership:

• Support the Group Lead with team-related administrative tasks and operational vision.
• Lead Service Management staff in the Tier 2 and Executive Support team, providing daily work direction.
• Plan, schedule, and assign projects to the team members.
• Constructively resolve team conflicts as needed.
• Collaborate in the identification of new staffing requirements, drafting position descriptions, and participating in the interview process.
• Support team members' long-term professional development by identifying training, conference, and collaborative opportunities aligned with team goals and objectives.
• Recommend and measure team goals, provide input on setting performance goals, and offer feedback through annual reviews and periodic evaluations.

 

Operations:

• Manage daily operations, coordinating the delivery of end user IT support across the team.
• Work with team members to craft technical solutions per needs, requirements, and timelines through the entire product development life cycle.
• Provide cost and schedule estimates for the team's projects.
• Track team project activities (technical, cost, and schedule).
• Review technical products produced by the team.

 

Performance Measurement of Support:

• Leads continual improvement of the service delivery process.
• Establish, monitor, and measure service performance through service level agreements.
• Regularly assess and report the status of IT service performance providing a broad picture of performance within ITSD.
• Conduct independent analyses to assess overall efficiency of IT services in relation to ITIL defined Incidents and Requests.
• Prepares and presents formal briefings and presentations as required, providing recommendations and findings on matters relating to services.

 

Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote diversity, equity, inclusion, and accessibility by fostering a respectful workplace – in how we treat one another, work together, and measure success.

 

Basic Qualifications: 

•  A BS in computer science, information technology, computer engineering, or a related field of study and five (5) to seven (7) years of relevant experience is required. An overall combination of equivalent experience may be considered.
• Two (2) or more years’ experience in a lead role within an IT service management-related environment.
• Proven experience supporting Macintosh, Windows, and Linux platforms (and related software products) in an enterprise environment.
• In-depth knowledge with computing systems integration in a research environment.
• Experience providing white glove support to executive-level teams and VIPs.
• Demonstrated ability to mentor team members in the incorporation of service management standard processes and accurately tailor practices to meet situational needs.

 

Preferred Qualifications: 

• Experience with ITIL-based concepts.
• Ability to make decisions and implement solutions with information provided through systems analysis.
• Ability to demonstrate analytical and problem-solving skills.
• Prior experience leading IT operations, specifically one or more helpdesks.
• In-depth knowledge in ORNL’s computing environment to include a solid unders