IT Technical Delivery Lead
CompuCom
- Louisville, KY
- Permanent
- Full-time
- Coordinate team efforts to resolve service interruptions and other operational issues.
- Lead troubleshooting, recovery, and root cause analysis efforts.
- Coordinate with application leads for advanced troubleshooting support.
- Communicate service interruptions and change activity to stakeholders including internal and client management, data center personnel, and other affected teams.
- Apply Agile techniques to implement Operations tasks, and optimize resource assignments and efforts as priorities change across competing workstreams.
- Proactively identify and coordinate change activity involving Operations, software development, and external stakeholder teams.
- Develop and refine standard operating procedures for support and maintenance* Provide oversight to support team to resolve user support issues.
- Conduct daily operations meetings as needed with teams.
- Collect and report operational metrics including service level agreement compliance.
- Coordinate with application leads to deliver maintenance software releases as needed.
- Collaborate with the IT Security Lead to monitor for security compliance in accordance with industry standards.
- Maintain a hardware and software license inventory.
- Work closely with the CSD and IT Operations Project Manager who maintains the Operations project schedule, budget, resource plan, and deliverables compliance.
- Identify and present best practice recommendations to improve Operations, including automation.
- Six or more years leading an IT operations team supporting a broad portfolio of technologies.
- Strong technical background in systems administration and IT support.
- Change and configuration management experience.
- Excellent written and oral communication skills* Experience in relationship building and collaboration within a diverse, cross-functional team.
- Ability to develop and maintain a high performing IT operations team.
- Bachelor's Degree or equivalent experience.
- Hands on experience with Agile projects.
- Experience using tools such as ServiceNow, HP Service Manager, JIRA, or other for incident management and user support requests.