IT Service Delivery Lead
Company: Disability Solutions
Location: Des Moines
Posted on: April 19, 2024
Job Description:
At FHLB Des Moines, we work each day to develop an inclusive
culture that supports and leverages the complexity of a diverse
workforce. This enables us to effectively serve the needs of our
members and help them succeed.Direct work assignments and manage
team tickets; answer support tickets that have been escalated by
the Service Delivery team members as well as mentor and train staff
members. Develop and manage vendor relationships. Provide support
on implementation and testing efforts for ongoing IT projects.
Supports success of Service Desk by carrying out or leading all
responsibilities of the team, when needed. Assists manager with
various department tasks (e.g. timecards, communications,
monitoring work, etc.). Acts as a technology business partner to
departments/divisions on technology needs. Helps direct the
priorities of the Service Delivery team. Provides strategic support
by planning ahead, allocating resources, prioritizing work,
overseeing project status/delivery. Coordinates communication to
users during major issues or proactive guidance (e.g. bank-wide
reminders, FP articles, etc.). Acts as Service Delivery vendor
relationship owner (VRO) for vendors and handle invoice
approvals.Accountabilities:
- Responsible for assisting manager with various department
tasks.
- Monitor and assign items in ServiceNow Service Delivery queue
to Technicians and Specialists as needed.
- Build and maintain strong relationships with users across the
Bank.
- Provide guidance and consultation for applying technology to
business activities.
- Responsible for the configuration, optimization and monitoring
of Gold Master images for use in the virtual and physical Desktop
Environment.
- Manage and support VDI hosts and clusters while collaborating
with infrastructure to manage the VDI servers.
- Lead and coordinate the Service Delivery datacenter cutover
efforts.
- Help perform high-level root cause analysis for service
interruptions.
- Analyze, troubleshoot, and resolve hardware and software issues
involving third-party vendor support as needed.
- Assist with application and OS image design and creation.
- Develop and maintain complex Batch and PowerShell scripts.
- Support and mentor Service Delivery team members by providing
advanced technical collaboration with infrastructure and networking
for systems upgrades, enhancements, and implementations.
- Support Bank initiatives with endpoint solution design for the
Desktop Environment.
- Adding, removing, and organizing computer objects within Active
Directory.
- Primarily responsible for documenting, researching and
resolving complex technical problems to ensure resolution in a
timely manner and recommend process improvements.
- Maintain current professional and technical knowledge.
- Create and update department documentation, including
responsibility for annual ServiceNow training for the Bank.
- Assist management with departmental internal controls and
regulatory issues.
- Independently conduct research to design strategies for
efficiency and automation of desktop processes.
- Manage the acquisition and disposal of hardware and
software.
- Responsible for maintaining asset management system as
required, including ongoing report creation.
- Responsible for maintaining software license tracking as
required, including removal of unauthorized or unapproved
software.
- Perform and monitor team activities including:
- Monitor incidents queue as needed.
- Provide training/support for first call resolution to Service
Delivery team members.
- Respond to "walk up" requests as needed.
- Perform inventory management tasks as needed.
- Participate in on call rotation as required.
- Other duties as assigned.Qualifications:
- Bachelor's degree or 3-5 years of industry experience
required
- 3+ years' providing information technology solution; experience
that includes at least 3 years administering business applications
required
- 3+ years' experience in VMware products (e.g., Horizon,
VSphere) preferred
- Role relevant Microsoft Certification (similar to MTA), CompTIA
A+, VMware VCP or similar certification preferred
- Knowledge and experience with ITIL Management Framework
- Demonstrated proficiency with Microsoft Windows 10, Microsoft
Office Suite including O365, Microsoft Active Directory, Android
and iOS mobile devices, ServiceNow
- Demonstrated advanced proficiency of PowerShell, WorkSpaceOne,
VMware Horizon, vSphere
- Ability to prioritize and consistently meet deadlines.
- Experience working in a team-oriented, collaborative
environment with superior customer focus and creative
problem-solving skills.
- Ability to establish effective rapport with all levels of
employees and consistently provide professional customer service
and training to non-technical users.
- Demonstrated planning and organizational skills
- Superior documentation skills, specifically processes and
procedures.
- Excellent communication skills, both written and
verbal.Compensation Range:Annual Salary: $76,300.00 -
$85,200.00This salary range represents the Bank's good faith and
reasonable estimate of possible compensation at the time of hire.
Offer to be determined by selected applicant's education,
experience, knowledge, skills & abilities, as well as internal
equity and alignment with market data. This role is also eligible
to participate in the Bank's annual incentive plan. As part of our
competitive Total Rewards package, the Bank offers 11 paid
holidays, 5 weeks of PTO and a work culture that values work/life
balance. Most roles are eligible for our hybrid work schedule of 3
days per week in office, 2 days per week work-from-home. We match
100% of the first 6% you contribute to your 401(k), and provide an
additional 4% non-discretionary contribution to your 401(k) at the
end of year. More information on our Total Rewards program can be
found .At FHLB Des Moines, we celebrate diversity, work to create
an inclusive culture and champion equity in all of our policies and
practices. This enables us to effectively serve the needs of our
members and help them succeed. FHLB Des Moines is proud to be an
Equal Opportunity Employer. We prohibit discrimination on the basis
of race, color, religion, sex (including pregnancy, sexual
orientation or gender identity), national origin, age, disability,
veteran status, genetic information (including family medical
history), status as a parent or any other characteristic protected
by federal, state or local law.
Keywords: Disability Solutions, Ankeny , IT Service Delivery Lead, Other , Des Moines, Iowa
Didn't find what you're looking for? Search again!
Loading more jobs...