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ITIL :: View topic - Desktop Support Team Lead
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Desktop Support Team Lead

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Joined: Jun 06, 2006
Posts: 2

PostPosted: Wed Jun 07, 2006 7:28 am    Post subject: Desktop Support Team Lead Reply with quote

Job Title: Windows Desktop Support Team Lead
Location: Houston, TX
Position Type: Contract
Position Number: 457518

Company Profile
Work for one of the largest oil and gas companies in the world and gain experience working on a global enterprise project utilizing cutting edge technology.

Service Operations (SO) is a global team accountable for delivering a range of IT services to the global business. The team is specifically responsible for delivery of the following services:
Operational Support
• Service Desk
• Desktop support
• Application support
• Market Data support
• Telephony support
• Audio Visual support
• Supporting the delivery of new applications into production (including testing).
Project and Strategy Support (managed via a central team)
• Meeting obligations to external regulators and internal requirements through service continuity and Digital Security programs.
• Managing the delivery of technology to support world class trading environments, including the delivery of new technologies e.g. IP telephony.
• Managing specific infrastructure projects. E.g. Windows XP rollout.
• Developing and delivering technology and process standards.
• Service Operations has its main locations in London, Sunbury, Chicago, Houston, Singapore, Calgary and Los Angeles.
• The business undertakes a wide variety of projects that are non-global to support the trading community which is primarily based in Houston. The business systems cover front-, mid- and back-office in nature.
• The Desktop Support Team Lead will be required to co-ordinate desktop support activities including:
o Desktop support, including trading floor support
o Market Data support
o Audio Visual support
o Mobile Computing support
o External conference support
o Moves and changes
• Team members are located in Calgary and Omaha. ITIL processes are widely used across the team.
• The majority of desktop support activities are for the businesses but will include other businesses such as the NGL, Shipping and Alternative Energy.
• Communicate effectively with key business users regarding day-to-day support.
• Ensure that standard global processes are followed, e.g. Problem Management, Incident Management, Release Management, Change Management
and Configuration Management.
• Ensure that global Service Operations support standards are adhered to, e.g. documentation management, technical standards.
• Manage the team workload effectively to ensure service level targets are met, or escalate appropriately.
• Staff the team efficiently, maintain and deliver the team training plan and promote personal development in line with HR policy.
• Ensure that measurable performance objectives are set for all staff and that all staff are appraised in line with the annual performance management process.
• Actively promote a culture of HSSE awareness within the team and the wider organization.
• Deliver against performance contract objectives as agreed and allocated by the Desktop Support Manager.
• Create and maintain a climate of continuous improvement, proactively identifying opportunities for service improvements and internal efficiencies.
• Motivating and leading the department to deliver a world-class service.
• Ensuring that the end-user demand for support is appropriately delivered, building relationships with ‘customers’ to gain feedback as to their level of
satisfaction with the support service.
• Form and build relationships with other teams to ensure optimum performance across teams and therefore to enable the business to meet its control and growth agenda.
• Provide input into developing and managing the team budget.

Required Skills
• Proven ability in the management of IT desktop support service delivery
• Previous team management/leadership is essential of teams up to 10
• ITIL Service Management Foundation qualification
• Previous experience of managing and/or working within a desktop support team and/or helpdesk.
• A high level of communication and negotiation skills is essential.
• Some experience of managing budgets.
• Previous experience of team performance management.
• Previous experience of leading through change.

Desired Skills
• Experience of the desktop support environment within a trading floor environment.
• Experience of Market Data and Trader Voice support
• Demonstration of a good working knowledge of the organization’s policy framework, technical environment, management structure and procedures for service delivery would be advantageous.
• Knowledge of the business and systems would be advantageous.

About Triad
Triad Resources specializes in direct hire staffing, managed contract services and comprehensive training solutions. As a company committed to the highest level of integrity, honesty and quality in service, we are unique in two important ways: First, we always operate with the utmost discretion and never submit your resume without discussing the opportunity and client with you. Second, we are committed to helping you find a position that matches not only your skills and experience, but your personal and professional goals as well. Utilizing our network of premier global and progressive companies, we are able to offer you exciting opportunities that keep your best interests at heart. We look forward to working with you.

Contact Information:
Henna Mumtaz
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