Technical Service Lead
Description:
Job Title: Technical Service Lead
Location: Cadillac, MI
Purpose of Position:
The Technical Service Lead is an IT Support professional with the technical capability to Resolve and assist in resolving IT related issues in person plus via email, phone and remote access.
This Technical Service Lead role within the IT Services team has a wider Privilege Account access capability and permissions than a Service Analyst and therefore has additional and uplifted Technical and Documentation Responsibilities plus personal Accountability requirements.
In addition, this role provides guidance in the technical, people and process domains to other members of IT Services. This is key to enable the IT Services team to deliver a highly effective, premium customer service.
In common with the other members of IT Services organization the Responsibility to manage the throughput of information in IT’s service operation toolset ensuring information entered into systems is accurate and of high quality is also key to this role.
Key Responsibilities:
Processing logged IT tickets (Incidents and Service Requests) through their lifecycle
Setting up IT accounts for Avon staff and approved contractors in accordance with Avon Protection plc Policies and Procedures, ensuring that they know how to log in o the end user device assigned.
Administer, according to Avon Protection plc Policies and Procedures, Microsoft 365; (create, edit and disable/delete) Accounts including those of other users with Privilege Access.
Investigate and troubleshoot Incidents reported across the Avon Protection estate according to Approved IT Services Procedures plus locally managed Work Instructions/Service Guides
Provide IT Support capability to the company end user device and infrastructure estate, including troubleshooting, assisting with the management of security patching and system/application updates and completion of proactive maintenance tasks assigned.
Respond to, investigate, diagnose, and resolve local and remote colleagues’ Incidents and Service Requests logged via the ServiceDesk toolset, according to the Avon Protection plc Approved IT Services Procedures plus locally managed Work Instructions/Service Guides
Liaising, supervising, and assisting visiting engineering and technical staff from 3rd party providers and other members of Avon Protection plc.
Assisting with maintaining accurate records for software licenses, consumables, and other supplies as directed
Contributing to the development and the implementation of Service Management processes and other continuous Improvement activities alongside the management team
Manage Change Requests and Transition related tasks though the Change Enablement lifecycle.
Assist with ensuring that All Changes to the IT estate and associated documentation related to Incidents, Service Requests including scheduled maintenance and upgrades are governed through Avon Protection plc’s Change Management Procedure (Change Enablement). This ‘watching brief’ applies to Internal and External providers of IT Services
Assist FSOs and ITLT in the monitoring of compliance with Avon Protection plc Approved Policies and Procedures by alerting them to areas of concern
Assist in the creation of service reports, exception reports and compliance reports.
Undertake Project related activities as directed.
Key Outputs/Results:
Demonstrate part in the high performing operation of the Avon IT ServiceDesk + function.
Work with internal and external resolution teams to resolve Incidents and Service requests within agreed SLAs.
Ensuring Communication to Avon colleagues via the Service Desk tool is clear and well presented.
Contributing to route case analysis, validation of data accuracy and reducing discrepancies
Accurate recording of various Avon Protection IT assets onsite and for users registered to that site.
Answer queries and questions from the business and IT management and responding to any escalations ensuring service continuity.
Work with Avon Change Management (Change Enablement) and other IT suppliers to ensure the effective delivery of changes.
Support IT Service management team in any supplier management activities
Key Outputs/Results:
Demonstrate part in the high performing operation of the Avon IT ServiceDesk + function.
Work with internal and external resolution teams to resolve Incidents and Service requests within agreed SLAs.
Ensuring Communication to Avon colleagues via the Service Desk tool is clear and well presented.
Contributing to route case analysis, validation of data accuracy and reducing discrepancies
Accurate recording of various Avon Protection IT assets onsite and for users registered to that site.
Answer queries and questions from the business and IT management and responding to any escalations ensuring service continuity.
Work with Avon Change Management (Change Enablement) and other IT suppliers to ensure the effective delivery of changes.
Support IT Service management team in any supplier management activities
Provide the effective communication and work patterns to ensure collaborative and efficient working with other Service Analyst(s) and wider IT team members.
Key Relationships:
Members of the IT Services team in UK and USA including ITLT and PMO
Business process ‘Super Users’ and business operational managers
Internal IT Service and project delivery teams
External 3rd party supplier support teams and supplier managers
Service Desk tool support provider
Minimum Required Qualifications
Bachelor's degree or equivilent in a related field
ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks.
Broad business and technical awareness of Microsoft, Network Infrastructure, Security and application technologies, alongside end user devices
Sufficient level of IS/IT business awareness.
Working knowledge of the Avon’s chosen service management tool or other comparable Service desk toolsets
Knowledge of reporting methodologies and good communication skills
Good technical understanding and hands on resolution skills in network infrastructure and enterprise business apps at the system admin level
Good communication skills (written and aural)
Good level of understanding of Office 365 and other end user technologies and devices plus server-based technologies for the management of a regulated complex corporate hybrid IT estate involving multiple vendors and technologies
High level of expertise in providing IT support face to face, over the phone and via ROTS
Good understanding of the enhanced Responsibilities and Accountabilities of being granted and using Privilege User Access IT accounts.
Good PowerShell skills and knowledge and ideally PowerBI
Preferred/Desired Skills and/or Experiences:
Experience in an IT service team role in an ITIL environment
Experience of working in a Service Management team
Experiences in identifying and implementing proactive actions to reduce Incident volumes, mitigate Security related and/or repetitive Incidents plus other Service Improvement activities.
Experience of providing IT Support within a manufacturing environment to meet our contractual obligations under Defense Federal Acquisition Regulation (DFAR) and Cybersecurity Maturity Model Certification (CMMC) standards
Detail orientated and diligent.
Commercially aware
Time management & prioritization
Developing self, individuals, and teams
Clear communicator
This job description is not intended, and should not be construed, to be an all-inclusive list of all responsibilities, skills, efforts or working conditions associated with this job. While this job description is intended to be an accurate reflection of the job requirements, management reserved the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.
Responsibilities of this position may include direct and/or indirect physical or logical access to information, systems, technologies subjected to the regulations/compliance with U.S. Export Control Laws.
U.S. Export Control laws and U.S. Government Department of Defense contracts and sub-contracts impose certain restrictions on companies and their ability to share export-controlled and other technology and services with certain "non-U.S. persons" (persons who are not U.S. citizens or nationals, lawful permanent residents of the U.S., refugees, "Temporary Residents" (granted Amnesty or Special Agricultural Worker provisions), or persons granted asylum (but excluding persons in nonimmigrant status such as H-1B, L-1, F-1, etc.) or non-U.S. citizens.
To comply with these laws, and in conjunction with the review of candidates for those positions within Avon that may present access to export controlled technical data, Avon must assess employees' U.S. person status, as well as citizenship(s).
The questions asked in this application are intended to assess this and will be used for evaluation purposes only. Failure to provide the necessary information in this regard will result in our inability to consider you further for this particular position. The decision whether or not to file or pursue an export license application is at Avon's sole election. Must be legally authorized to work in country of employment without a sponsorship for employment visa status (e.e. H1B status).
The anticipated salary range for candidates who will work in Cadillac, MI is $75,000to $85,000 annually. The final salary offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, type and years of experience within the industry, education, etc.
EOE, Including Vet/Disability