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Candidates will be required to be on-site through the contract period.This is a contract to hire position, therefore, candidates must be US Citizens or Permanent Residents to apply.
Our client is looking for an IT Service Lead to be responsible for leading the support activities required to keep our customer solutions available at a service level required by our business stakeholders. This includes but is not limited to processes, documentation, implementation, vendor management, service level metrics and reporting, stakeholder communication, and maintenance of all solutions within the IT Strategic Solutions. This is considered an experienced management position. It requires very strong technical background and expertise with a focus supporting operational support, following standards and adhering to industry best practices. There will be expectations of setting standards, reviewing monthly results, and holding teams accountable to achieve increased capabilities within Brown County. The position will have direct reports with technical backgrounds and will be responsible for leading them to better support the products.
Provides technical consulting to program leadership, business stakeholders, and delivery teams, and provides insight and forecasted needs from a sourcing perspective.
Plans, directs and administers the ongoing operations of the Information Technology Department. Provides ongoing measurement of appropriate employee productivity and workload to ensure departmental efficiency and timely completion of projects.
Provides support for the County's use of personal computers (PCs) and related technology.
Support customers with day-to-day operations and support in Incidents and Tasks.
Assist in facilitating discussions with customers around Operational Recovery and Disaster Recovery.
Takes lead in operational planning, including fostering innovation.
Oversees that the service incidents and requests are being addressed and resolved in a timely manner, building O/SLA (Operational / Service Level agreements)
Selects, supports, and motivates Information Technology staff; improves internal processes and enables the staff to more easily handle increasing workloads and maintain quality work.
Manages, identifies and proactively anticipates systemic and technical issues.
Manage CAB (Change Advisory Board). Work with the supervisor to ensure the policies set forth for CAB are adhered and all changes are following required CAB standards.
Monitors quality of service through data collection and analysis with the intent on quality assurance and improvement. Works with outside vendors to assure proper coverage of security/compliance with technical support agreements.
Recommends policy and procedures related to the use and security of County IT Systems.
Utilize the Global IT methodology, Change Management & IT projects tools to identify people, groups, & organizations that could impact or be impacted by IT projects.
Analyze expectations and develop strategies to engage stakeholders in moving through the change process.
Ensure that all aspects of the project are well coordinated, run smoothly, and produce the desired project management deliverables and artifacts. These include items such as the Project Management Plan, Project Schedule, Project Scope Change, and Project Status Reports, etc.
Manage the quality process for IT projects using the Global IT methodology and various IT project management tools and techniques.
With the assistance of the global purchasing team, manage all procurement of products or services as required for IT projects using the Global IT methodology and IT project management tool and techniques.
11+ years - IT experience.
8+ years - Experience working on all phases of the Software Development Lifecycle.
Expert in working with customers to build and formulate business requirements.
Project management experience and/or substantial exposure to project-based work structures, project lifecycle models, etc.
Skill in employee supervision and management, using a consensus building, team-oriented approach.
Ability to manage support for large numbers of PC users; knowledge of best practices for PC installation and maintenance and help desk management.
Ability to develop training programs and effectively train staff.
Supervisory experience preferred or team responsibility.
Applicable Microsoft certification(s)
Applicable CISCO certifications.
Sound knowledge of IT system and IT operations (ITIL lifecycle).