Job Description

As a Lead Technical Support Engineer, you will be a key member of a global team whose responsibilities will include acting as the technical lead of the end user support team, managing projects, assisting with operations, and supporting technologies that enable end-user productivity across all aspects of the business.  This will be a hands-on position requiring expertise and technical leadership, while collaborating with internal customers, engineers, SMEs, operations teams, and management to execute on strategic and tactical goals.

The Person:

We are looking for someone who is very technical and eager to innovate, transform, and enhance the capabilities of the team, operational processes, and our Technologies. Passion for quality and desire to foster a culture of operational excellence is a must for this role. The incumbent will ensure the organization’s office operations and technology infrastructure is compliant, secure, efficient, user friendly and current. This position requires an approachable hands-on technical engineer with a very strong background in Desktop technologies, Windows and Mac system administration, and project management. The Lead Technical Support Engineer is accountable for continuously evolving our technology services offerings and service delivery strategies that align with business objectives to ensure the best possible performance and outcomes. This position will be a hybrid role based in Dallas and reports to the Director of Global End User Services.

Essential Functions

• Technical lead of the Global End User Services team as the Technical Expert, handling technical escalations from Tier I & Tier 2 support fulfilling incident and request tickets
• Provide technical guidance and direction to the IT Project team responsible for internal customer-facing technology services and projects in end user computing and access management
• Endeavor to improve the daily experience of our end users through technology and workflow improvements
• Participate in the development and execution of marketing and adoption approaches to maximize customer value of technology project investments
• Monitor and assess End User services project and operational performance compared to the demand
• Communicate high-priority incident escalations, incident/change summaries, and facilitate post resolution activities including root cause analysis and long-term system solutions analysis
• The individual would be responsible for being the technical lead engineer in a small IT project group that is comprised of these main areas of responsibility
• Corporate and End User technologies, Systems Operations – the team focus is on delivering high-quality, cost-effective projects involving client computing hardware and software (iOS, Mac, & PC), service/Technology Services support, and various technologies that support these functions, including the Office 365 suite of products.
• Ensure that current and planned technical solutions are compatible with the company’s business needs and strategic objectives
• Work with other IT departments to design, develop, and implement Identity and Access Management (IAM) solutions and enhancements in support of development, test, and production environments.  Automation skills using PowerShell scripting is a must.
• Open support cases with software and hardware vendors when required (Microsoft, VMware, Manage Engine, Lenovo, etc)
• Support end-to-end (integration) activities and planning
• Collaborate with other leaders within the Global Engineering organization to establish, communicate, and implement strategic capabilities and share information and updates
• Provide guidance, leadership, clarity, visibility and communication regarding IT capabilities and implementation

Other responsibilities as assigned

In addition to regularly scheduled hours and responsibilities, IT staff and management are frequently required to assist on special projects and emergencies. Availability for preplanned out of hours maintenance or emergencies as required to ensure continuous operations and minimal disruption to end-users.

Work Experience and Qualifications:

• Technical Degree in Information Technology
• A minimum of 5 years’ experience in supporting Windows and Mac operating environments
• Strong Technical experience is required, team lead/management experience is a plus
• Advanced technical knowledge of Active Directory and PowerShell scripting
• Knowledge and experience with O365 services, Azure, conceptual and practical understanding of IT Infrastructure designs, technologies, products, and services
• Experience managing global projects, including the communications processes required to facilitate a smooth rollout of services to a globally distributed user population
• Excellent organizational & communication skills
• Ability to communicate and work with end users with minimal computer experience
• Ability to work with no direct supervision, attention to detail
• Committed with a focus on continuous improvement and team development
• Experienced in project implementation fundamentals, agile framework, Jira
• Able to provide accurate estimates of timeframes necessary to complete efforts, develop milestones and implementation plans
• Ability to analyze and solve complex problems and to work in a group setting as well as independently

Experience:

The right candidate is expected to have some experience or exposure to one or more of the following technologies.

Windows core and Network infrastructures: