IT Support Lead/Supervisor

Atkins North America, Inc.
Beltsville, MD
Sep 15, 2017
Sep 18, 2017
IT, Management
Full Time
Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years. Globally, Atkins is the largest UK-based engineering and design consultancy and one of the world's largest design firms with nearly 18,000 employees worldwide. We have the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy. Atkins seeks an energetic and highly motivated self-starter to join our Calverton, MD Information Technology Group as a IT Support Lead/Supervisor. MAJOR FUNCTION/ROLE: The IT Support Lead/Supervisor is responsible for the day to day operations and 2nd Line and above hardware and software support for their area of responsibility. They may manage staff in a dynamic, fast paced environment which champions customer satisfaction as a priority. JOB DUTIES:Job consists of complex, varied, non-standardized technology processes and operations across an assigned area consisting of several offices. This person will support up to 500 users and have 4 direct reports.Lead and motivate any reporting Desk Side & Technology Support Analysts by communicating job expectations; planning, monitoring, appraising job results; coaching employees.Manage and prioritize all 2nd line and above incidents and requests according to defined SLAs.Manage the troubleshooting of a range of technology issues: investigating, diagnosing faults, and working through to resolution.Provide customers with continual and regular updates throughout the management of their incidents and requests.Provide operational services to the business to ensure maximum levels of user support and system availability.Advanced troubleshooting of the Atkins desktop computing environment based on incidents and service requests logged via the Global Service Desk.Deploy desktop computers and peripherals, record and track assets during employment according to standards and workflow procedures.Manage all hardware delivery to end users.Support the set-up of new offices, sites or projects across region.Manage regional projects by coordinating resources and timetables with IT Staff, both regionally and in the Global Hub.Management of local hardware stock and keep the Global Hub informed of changesPlan, organize, track and record the supply of IT equipment, following asset management procedures and processes.Manage the recycling of all expired IT equipment and technologies, ensuring correct disposal according to policy.Build a close working relationship with the business in order to ensure the timely communication and resolution of problems and incidents.Ensure maintenance of all equipment rooms and conference room facilities, mitigate risk s arising from audits, fire, safety or other risk assessments.Maintain a mindset of continuous improvement and development, by way of efficiency, customer satisfaction and technical knowledge.Practice financial prudency by ensuring expenditures are necessary, forecasting and scheduling requirements as well as preparing an annual budget.May perform such other duties as the supervisor may from time to time deem necessary EDUCATION/EXPERIENCE: Bachelor's degree in Information Technology or related field or 7 years in network/system administration, PC support, and IT service principles and processes. ADDITIONAL EXPERIENCE REQUIRED:High level of proficiency and knowledge working in a Corporate IT environment.Solid understanding of hardware and software asset management processes.Experience with MS Windows 7, MS Windows 10 and Server 2008/2012 required. Understanding of the Change Management Process.Working knowledge of VMware and ESXiExperience of working to (and exceeding) Service Level Agreements.Ability to learn, understand, and apply new technologies.Strong business focus and customer service skills.Exceptional communication skills, both verbal and written.Working knowledge of database/excel structures/tables/configurations.Proven experience of data analysis and good numeric, analytical and reporting skills.Effective stakeholder relationship management skills. Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution.Ability to motivate and improve the overall team performance and service levels.Ability to communicate at all levels within the company.Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.Experience in managing small to large scale IT projects. SPECIAL SKILLS:ITIL V3 Foundation Qualification preferred.Working knowledge of Service Now preferred.Strong customer service skills. PROFESSIONAL REGISTRATIONS: Certification from Microsoft (MCP, MCITP, MCTS, MCSA, etc.) preferred. **RELOCATION IS NOT AVAILABLE FOR THIS POSITION** Atkins offers its employees a robust rewards package which includes: a competitive salary; a broad benefits package including medical/RX, dental, vision, life, disability, legal, hospitalization and other valuable voluntary options; generous time-off programs; flexible work schedules; 401(k) with employer match; professional and career development opportunities through our corporate university, as well as a highly-regarded tuition reimbursement program; and an unmatched culture focused on client-service, quality, and tireless pursuit of excellence in all we do. Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Vet/Disability. Please view Atkins Equal Opportunity Statement. Please view Atkins Equal Opportunity Statement here: ?path=Root/Documents/north-america-welcome-new-employee/Equal_Opp_Stmt.pdf

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