IT Customer Operations Lead - 981

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IT CUSTOMER OPERATIONS LEAD

The IT Customer Ops Lead is responsible for various responsibilities within the IT Customer Operations teams. They are responsible for daily team operations and serve as escalation point. These responsibilities may include the daily management of the depot, onboarding and offboarding program throughout the technical phases and disciplines for the organization.

ESSENTIAL DUTIES:

1. The primary function of the IT Customer Ops Lead is to provide oversight of daily operations within their designated

team(s).

• Work closely with the IT Customer Ops Manager to ensure completion of various tasks for the US and international teams with minimal supervision.
• Provide feedback and recommendations to IT leadership on daily operations to continually improve performance and efficiencies.
• Identify potential issues and communicate recommendations to both the users and internal teams
• Manage internal processes and procedures and audit those processes to make sure they are being performed to documented standards.
• Consult with all internal and external parties to create the best possible business solutions and optimize business processes to maximize productivity and improve the end user experience.
• Work closely with various other teams (HR, IT Onboarding & Offboarding, Field IT, and others) to ensure all inquiries are addressed in a timely fashion.
• Take initiative and ownership of work tasks and follow through with minimal direction. Provide weekly updates on status and work completed by their team.
• Provide input to initiatives and creative ideas to improve IT operations and IT value to customers.
• Provide staff supervision and act as a point of escalation.
   

2. Various lead tasks related to keeping team on track and efficient:

• Plan and execute the onboarding and PC refresh process end to end.
• Weekly monitoring of hardware inventory to ensure proper stock levels are always available.
• Utilize the appropriate tools, and databases (e.g., SharePoint, surveys, etc..) to ensure effective information flow between HR, TA, and IT internal onboarding, offboarding and depot teams.
• Ensure asset management system is updated accordingly through various asset life cycle phases.
• Mentor & train team to help them attain their set goals (e.g., lack of knowledge, expertise, or efficiency).
• Monitor ServiceNow queue(s) to ensure tickets are being addressed in a timely fashion within SLA guidelines. Manage departmental reporting and metrics.
• Log activities for organizational development, quality tracking, and performance metrics.
• Lead discussions on team calls, focus groups, and/or other meetings
   

3. Provide Pre-boarding, Onboarding and offboarding customer support coordination.

• Plan and execute the IT onboarding and offboarding processes end to end.
• Manage IT procurement activities throughout the new hire pre-boarding and service desk request process.
   

4. Manage related cross-department projects and user experience improvement activities

• Facilitate definition of project scope and manage objectives and deliverables that support business goals
• Execute project plans. Revise as appropriate to meet changing needs and requirements
• Identify activities either in- or out- of scope per the initial project charter
• Develop and maintain project dashboards and create knowledge articles based on trends and support solutions
• Assist with large scale remediations identified by other IT teams.
• Assist with process improvement initiatives.
• Send appropriate communications to all levels including sponsors and Senior Leadership
• Be a liaison between other RSM LOBs and IT Teams.

5. Other duties as assigned.

QUALIFICATIONS:

EDUCATION

• 4-year college degree in a related field
• or equivalent experience

TECHNICAL/SOFT SKILLS

• Working knowledge of hardware and applications
• Experience with Microsoft Windows OS, MAC OS, MS, Office Suite, asset management, Microsoft Active Directory, computer imaging software, ServiceNow Service Desk software, VoIP phone systems, CCH ProSystem FX, endpoint securi