Construindo Soluções Inovadoras

Nossas equipes de Tecnologia e Inovação buscam enriquecer e transformar a vida das crianças mais vulneráveis ​​do mundo, apoiando a World Vision Partnership com soluções integradas de informação, comunicações e tecnologia em todo o mundo. A sua visão é a nossa visão?

Regional IT Operations Lead

PURPOSE OF POSITION:

The IT Manager III role is responsible for managing and maintaining global IT processes and standards relevant to their area. They manage one or more IT processes within one functional area and provide services to one or more global field office locations.

Individuals within the IT leadership job family have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan. They oversee the development of corporate standards, technology architecture, technology evaluation and transfer. They manage small to large teams of people responsible for developing and delivering IT solutions for the business and customers. Each role within this job family provides technical and business leadership to their organizations as well as to the business.

IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. They are also responsible for participating and leading the development of an IT governance framework that defines the working relationships and sharing of IT components among various IT groups within the organization.

To be successful, individuals must possess a combination of business, technical and leadership skills and competencies. This requires an understanding of client’s business needs, processes and functions. They also need a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this job family must have excellent communication skills and the ability to influence others.

KEY RESPONSIBILITIES:

Business and IT Strategy:

  • Implements the tactical components of the IT strategy at an Enterprise level.

  • Works with business partners to understand business needs.

  • Manages the development and implementation of IT initiatives to support business strategy.

Change Management:

  • Embraces and executes change through frequent, communication to staff and clients about the change and the impact of the change (individual and business).

  • Consistently advocates for the change.

  • Coaches staff through the change.

  • Identifies and removes obstacles to change.

Governance:

  • Provides input into demand management process and executes on plan.

Architecture:

  • Provides input to technology planning within a functional area.

  • Implements solutions consistent within current context of overall architecture.

Process Improvements:

  • Implements defined process improvements.

Finance:

  • Participates in the development of IT budgets.

  • Tracks and takes appropriate steps to stay within budget.

  • Provides high-quality services at optimal cost to customers.

  • Measures service performance and implements improvements.

IT Technology Development:

  • Develops and implements technologies to improve the performance of a business efficiency and effectiveness.

Service Level Agreements (SLAs):

  • Participates and provides input to the SLA development process.

  • Ensures internal SLAs are met.

Vendor Management:

  • Provides advice and counsel to the vendor relationship decision-making and contract development processes.

  • Reviews service provider performance.

  • Identifies and confirms performance problems and notifies contract managers.

Resource Management:

  • Meets regularly with team to gather work statuses.

  • Discusses work progress and obstacles.

  • Provides advice, guidance, encouragement and constructive feedback.

  • Ensures work, information, ideas, and technology flow freely across teams.

  • Establishes measurable individual and team objectives that are aligned with business and organizational goals.

  • Documents and presents performance assessments.

  • Recognizes and rewards associates commensurate with performance.

  • Implements organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.

Workforce Planning:

  • Identifies the roles, skills and knowledge required to achieve goals.

  • Ensures staff has the resources and skills needed to support all work initiatives within the assigned function or Center of Competency (COC).

  • Participates in IT workforce deployment activities.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Requires experience in supervising and building relationships with people at a variety of levels.

  • Typically has 7 to 10 years of relevant IT and business work experience.

  • Requires demonstrated ability to launch and deliver a single IT project on time and within budget.

  • Effective in written and verbal communication in English.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally.

Regional IT Director, North America

PURPOSE OF POSITION:

The Regional IT Director is responsible for providing IT leadership in the region, managing and maintaining global IT processes and standards in the region. This position manages multiple IT processes and is accountable for IT services in the region.

Individuals within the IT leadership job family have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy that is aligned with the global IT strategic plan so as to enable the regional business strategy. They provide input to the development of global IT standards, technology architecture, technology evaluation and transfer. They manage small to large teams of IT staff in the region who are responsible for delivering and supporting IT solutions for the business and customers. They provide technical and business leadership to IT team in the region as well as to the business.

The Regional IT Director is also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. They are also responsible for participating and providing input into the development of an IT governance framework that defines the working relationships and sharing of IT components among various IT groups within the organization.

To be successful, individuals must possess a combination of business, technical and leadership skills and competencies. This requires an understanding of organization’s business needs, processes and functions. They also need a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this role must have excellent communication skills and the ability to influence others.

The Regional IT Director has a matrix reporting to the Senior Director of Operations (SDO) for the region.

KEY RESPONSIBILITIES:

Business and IT Strategy:

  • Develops the tactical components and strategies to achieve goals at an enterprise level.

  • Works with business partners to understand business needs.

  • Manages the development and implementation of IT initiatives to support business strategy.

Change Management:

  • Articulates change.

  • Is active and visible throughout the change process.

  • Provides frequent, communication to department/organization and clients about the change (i.e., rationale, expected outcomes, the "big” picture) and the impact of the change (individual and business).

  • Builds a coalition of sponsorship (managers, staff and clients) and manages resistance to the change

  • Identifies and removes obstacles to change.

Governance:

  • Leads or participates in a customer advisory board to manage IT services demand.

  • Communicates client’s needs and priorities and provides feedback on pricing and investment.

Architecture:

  • Provides input to technology planning within multiple functional areas.

  • Implements solutions consistent with current and future architecture.

Process Improvements:

  • Manages the improvement processes that impact customer satisfaction and relationships.

  • Owns the designated processes and is accountable for ensuring that established processes are followed.

Finance:

  • Owns and manages the Regional IT budget

  • Participates in the development of IT budgets.

  • Tracks and takes appropriate steps to stay within budget.

  • Provides high-quality services at optimal cost to customers.

  • Measures service performance and implements improvements.

IT Technology Development:

  • Directs the development, implementation and support of technology solutions required to increase business efficiency and effectiveness.

Service Level Agreements (SLAs):

  • Participates and provides input to the SLA development process.

  • Ensures internal SLAs are met.

Vendor Management:

  • Provides advice and counsel to the vendor relationship decision-making and contract development processes.

  • Reviews service provider performance.

  • Identifies and confirms performance problems and notifies contract managers.

Resource Management:

  • Meets regularly with team to gather work statuses.

  • Discusses work progress and obstacles.

  • Provides advice, guidance, encouragement and constructive feedback.

  • Ensures work, information, ideas, and technology flow freely across teams.

  • Establishes measurable individual and team objectives that are aligned with business and organizational goals.

  • Documents and presents performance assessments.

  • Recognizes and rewards associates commensurate with performance.

  • Implements organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.

Workforce Planning:

  • Identifies the roles, skills and knowledge required to achieve goals.

  • Ensures staff has the resources and skills needed to support all work initiatives within a limited number of COCs or functions.

  • Participates in IT workforce deployment activities.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s or Master’s Degree in Computer Science, Electrical & Electronics Engineering, Information Systems, Business Administration, or other related field. Or equivalent work experience.

  • Requires leadership, business knowledge, negotiation skills and experience/in-depth knowledge of IT infrastructure operations and/or software implementation and support across multiple countries.

  • Requires demonstrated ability to launch and deliver one or more IT project(s) across multiple countries on time and within budget.

  • Typically has 10 to 15 years of IT and business/industry work experience, with knowledge of one process/service.

  • Requires experience in managing teams and building relationships with people at a variety of levels.

  • Willingness and ability to travel domestically and internationally, as necessary.

  • Effective in written and verbal communication in English.

  • Industry certifications from Microsoft, Cisco, ITIL, ISACA, PMI, etc.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 25% of the time.

Head of Strategy & DME

World Vision est une organisation de solidarité internationale qui lutte contre toutes les formes de pauvreté et d’injustice à travers ses programmes d’aide humanitaire d’urgence, de développement et ses actions de plaidoyer. Inspirés par nos valeurs chrétiennes, nous apportons une aide aux enfants et aux familles les plus vulnérables sans aucune forme de discrimination contre la religion, la race, l’ethnicité ou le genre.

« Notre vision pour chaque enfant, la vie dans toute sa plénitude; Notre prière pour chaque cœur, la volonté d’y parvenir. »

Notre mission consiste à suivre le Seigneur et Sauveur Jésus-Christ en travaillant avec les pauvres et les opprimés pour promouvoir la transformation de l’être humain, rechercher la justice et rendre témoignage à la bonne nouvelle du royaume de Dieu.

Votre Nouvelle Organisation intervient dans environ 100 pays et compte plus de 45,000 employés et s’est établie en Haïti depuis près de 40 ans et travaille activement dans 3 départements du pays : l’Ouest, le Nord et le Plateau Central, œuvrant essentiellement dans les domaines de la santé, la nutrition et l’assainissement. Nous cherchons une personne expérimentée en support administratif au niveau exécutif.

Votre nouveau rôle comme « Head of Strategy & DME» vous offre la possibilité de faire partie de l’Equipe de Senior Leadership de la World Vision Internationale Haïti et d’assurer le leadership et la coordination dans la conception, la documentation, le suivi et l'évaluation et dans la gestion stratégique des activités de Vision Mondiale International en Haïti afin de fournir des informations utiles pour améliorer la qualité du programme et contribuer à l'apprentissage organisationnel de toutes les fonctions et de tous les domaines ministériels, ainsi que l'alignement général avec Notre promesse 2030Entre autres, vous aurez les responsabilités suivantes :

EXECUTION DE LA STRATEGIE, EVALUATION ET APPRENTISSAGE:

Diriger le processus pour veiller à ce que les plans opérationnels nationaux soient alignés sur les stratégies et les priorités organisationnelles à long terme.

Gérer le cycle des examens de la stratégie et des opérations, y compris la formulation de directives nationales, la fourniture d’un appui technique en cas de besoin et des mécanismes établis pour suivre l’exécution des stratégies.

Évaluer le besoin de changements culturels et organisationnels pour assurer une adhésion et une exécution de haut niveau des stratégies nationales et de partenariat, en surveillant le processus global de gestion du changement avec chaque examen de stratégie et lors de l'exécution de la stratégie.

Faciliter un processus d'évaluation et d'amélioration de la stratégie, faciliter l'autonomisation des membres de l'équipe, identifier et promouvoir les meilleures pratiques qui garantissent un processus d'apprentissage continu conduisant à des améliorations.

CONCEPTION, SUIVI ET EVALUATION

Évaluation:

Faciliter les évaluations et la recherche opérationnelle par les spécialistes du DME pour une compréhension contextuelle, identifier les opportunités, les vulnérabilités, les capacités et les ressources, décider de la faisabilité et définir les priorités.

Fournir un appui technique pour la conception et le suivi des évaluations en collaboration avec les équipes nationales et techniques sur le terrain et les équipes transversales (c’est-à-dire lorsque de nouveaux programmes sont envisagés, lorsque le contexte communautaire évolue).

Assurer une documentation appropriée du processus d'évaluation et des résultats.

Design:

Assurez-vous que le responsable DME dirige le programme et les équipes techniques dans le développement de documents de conception et de cadres logiques qui hiérarchisent les besoins établis lors des évaluations et de l'analyse des données secondaires.

S'assurer qu'il existe un système de suivi et d'évaluation (S & E) bien développé, conforme au cadre DME (LEAP) de la WVI, qui inclut des normes élaborées par d'autres agences et ONG.

S'assurer de la conception, de la mise en œuvre et de l'examen périodique du plan de DME garantissant que les programmes financés par les subventions sont conformes aux exigences de S & E des donateurs.

Mise en œuvre et surveillance:

Soutenir les opérations, la gestion et la reddition de comptes grâce à une collecte et à un rapport de routine et précis des informations qui confirment l'état des activités du programme en fonction des cadres logiques.

Assurez-vous que le gestionnaire DME développe les systèmes de contrôle de la qualité et les mécanismes nécessaires pour garantir une gestion correcte des informations et des données.

Assurez-vous que le gestionnaire DME développe et implémente l'enquête de surveillance de base / intermédiaire, le rapport et le plan de diffusion qui comprend une analyse technique et des conseils à l'équipe du programme.

Évaluation:

S'assurer que les programmes sont évalués à intervalles réguliers et aider WVI Haïti à apprendre grâce à des rapports en temps opportun.

Élaborer des calendriers d'évaluation annuels clairs en fonction de la durée de vie des programmes et des projets qui répondent aux exigences de WVI et des donateurs.

Réflexion:

Inclure dans le plan global de DME un processus périodique d'apprentissage et de réflexion intentionnels à partir des évaluations, du suivi des progrès du programme, etc., afin d'améliorer la qualité du programme.

Transition:

Participer à la conception de stratégies de sortie et suivre les progrès de la transition en réalisant les activités.

TEAM PERFORMANCE MANAGEMENT:

Fournir de l'inspiration et du leadership à l'équipe Stratégie et DME pour travailler en équipe unie et motivée afin d'atteindre l'excellence dans tous ses objectifs.

Faire preuve de leadership pour faciliter une culture de gestion de haute performance, ouvrir des relations de travail dignes de confiance et faire preuve d'intégrité pour améliorer les relations et la responsabilisation du personnel.

Établir un calendrier annuel de formation interne pour le personnel de la stratégie et du DME; S'assurer que les possibilités de formation sont maximisées pour le bénéfice de l'équipe.

Renforcer les capacités du personnel en matière de principes, outils et approches clés en matière de développement de DME et de stratégie et veiller à ce que ces nouvelles compétences soient utilisées au travail.

Promouvoir à bon escient un haut niveau de collaboration et d'intégration des objectifs de la stratégie et du DME avec d'autres divisions de WVIH.

Identifier en permanence les moyens d'améliorer la structure, la capacité et les performances de la division.

Gérer activement le rendement du personnel et veiller à ce que les descriptions de poste, les contrats et les évaluations du rendement du personnel soient à jour et présentés en temps opportun.

REPORTING:

Assurer la qualité et la préparation en temps voulu et la soumission du plan stratégique de la division, du plan annuel des opérations et des budgets.

Soutenir le bureau du directeur national pour veiller à ce que les rapports au Conseil consultatif sur la stratégie et les questions de DME soient intelligents, exacts et opportuns.

En étroite collaboration avec l'équipe des opérations, coordonner et assurer la soumission en temps utile de rapports de haute qualité (narratifs et financiers) aux donateurs, aux bureaux de soutien et à d'autres.

Qu’est-ce que vous avez besoin pour appliquer :

Diplôme universitaire en développement international, développement rural, leadership des ONG ou une discipline connexe.Connaissance des exigences des bailleurs de fonds et des réglementations de l'OFDA, de l'ACDI, du DFID, du PAM, de l'UNICEF, de la KOICA, de l'AusAID, de la CE, de l'ECHO et du gouvernement allemand. Familiarité avec les objectifs de World Vision en matière de bien-être de l'enfant (CCB), système LEAP DM & E, politiques et procédures HEA / ERDM, parrainage d'enfants et thèmes transversaux de WV. Avoir une bonne communication en créole, français, anglais (espagnol a plus). Compétence informatique, y compris Microsoft Office. Expérience avec SPSS et ODK un plus. Expérience dans la direction du développement stratégique des ONG. Expérience significative des relations avec les donateurs gouvernementaux et la collecte de fonds. Expérience de la rédaction de propositions de donateurs et de la préparation du budget (par exemple USAID, UE, ECHO, AUSAID, agences des Nations Unies). Faire preuve de leadership et d'aptitude au développement d'équipe. Connaissance pratique des techniques de rédaction et de négociation de propositions.

Ce que vous aurez en retour :

Vous ferez partie d’une équipe dynamique et dévouée dont les membres travaillent ensemble pour fournir un service de qualité aux communautés. Nous nous engageons à vous offrir dans la mesure du possible des opportunités d’apprentissage et de perfectionnement afin que vous puissiez développer au maximum vos capacités et votre potentiel. Nous vous donnerons également un encadrement dans votre plan de développement individuel et encouragement dans le développement de votre carrière. Vous aurez des échanges avec les bureaux internationaux soit dans le cadre de formation / séminaire ou dans le cadre de déploiement temporaire.

Ce que vous devez faire maintenant :

Vous êtes intéressés à faire partie d'une organisation Internationale novatrice ou vous connaissez quelqu’un qui en aimerait bien en faire partie, envoyez votre CV mis à jour en cliquant sur l’onglet : Appliquer pour ce poste.

SAR Strategy, Evidence and Learning Director

*Position location to be determined by home country of successful candidate within the Southern Africa Region where WVI is registered to operate.

*International and local applicants will be considered.

PURPOSE OF POSITION:

The purpose of this position is to provide strategic leadership and oversight of regional support to National Offices (NO’s) with a primary focus on National Office (NO)strategy implementation in alignment with the WVI partnership strategy and the development of integrated programs strategically aligned to improve child well-being.

The position will provide functional leadership to the Strategy Advisor, Monitoring and Evaluation Advisor, Sponsorship Advisor to deliver on their strategic objectives and game changers.

The position coordinates with the WV Global Centre Strategy and Collaboration office to ensure NO strategy formulation, alignment, execution/performance and reporting are in line with Our promise 2030 and the SDGs. The position also coordinate with the WV Global Centre’s Global Field Operations team to oversee implementation of key regional and global initiatives, support NO’s metrics, Programme Support Teams (PST), Strategic Support Teams (SST), Global National Office Dashboard, Partnership Strategic Scorecard and Programme Capability and Performance Review; Global Evidence & Learning, Global Technical Service Operations to ensure support for quality and effective programing and reporting.

While upholding the reserve powers of the Region, the evidence and learning team will assure quality standards across the work of the nine National Offices across the region. This will include ensuring DME capacity, ensuring all relevant standards are met, quality of Child Well-Being reporting, programming systems and processes. This team will also seek to identify and grow innovative methods in PE and sponsorship that contribute to the Partnership and NO strategies. The team will work closely with technical staff from the WVI GC Technical Services Organisation (TSO) and in NOs to assure quality technical approaches and guidance and technical DME.

The Director will be part of the Regional Directors team reporting into the Senior Director of Operations (SDO) and Awill be a member of the Integrated Programming Team.

KEY RESPONSIBILITIES:

Strategy Alignment and Realization:

  • Coordinate strategy alignment, ,across the region

  • Coordinate the implementation of strategic initiatives related to OP2030 and in the region.

  • Facilitate and support the implementation of WVI’s strategy, Our Promise 2030, in the Southern Africa Region.

  • Engage Global Centre (GC) and Regional Office (RO) technical staff (e.g. Health, Livelihood, Child Protection, WASH, etc) to coordinate strategic direction of sectors.

  • Support sectoral staff to strengthen integration of Technical Program activities.

  • Coordinate regional office reporting on the strategy realization framework indicators and the World Vision International Board scorecard.

  • Participate in all key Partnership strategy network meetings organized by Strategy Realisation and Innovation (SRI) to ensure NO strategy alignment to Our Promise 2030.

  • Liaise with the Strategy Realisation and Innovation (SRI) office on matters related to methodology, use of tools, quality of work and integration with Partnership-wide standards.

  • Support NO program effectiveness and strategy staff regarding Partnership recommended strategy development methodologies and best practices.

  • Coordinate standardized strategy measurement and reporting in NOs.

  • Coordinate Technical Service Operations (TSO) requests in the region to strengthen strategic oversight of technical programs.

  • Support NO metrics Programme Support Teams (PST), Strategic Support Team (SST), Global National Office Dashboard (GNOD), Partnership Strategy scorecard and Programme Capability and Performance Review (PCPR) process.

Program Quality and Effectiveness:

  • Ensure implementation of programming quality standards and associated Technical Programs in NOs.

  • Ensure that relevant Program Management approaches, including DPA as well as systems and tools are applied in programs.

  • Ensure adequate DME competencies and processes in place in all NOs.

  • Coordinate Support implementation and effective use of key global initiatives including Horizon 3.0 and TFE to enhance NO M&E systems.

  • Ensure that LEAP 3 implementation plans are developed, shared and implemented in all NOs.

  • Ensure functional PSTs and that effective use of TSO and GTRN is established as appropriate in all NOs.

  • Ensure a functional Regional program quality core team in place for NO peer support (e.g. health, livelihood, education, WASH, etc).

  • Work with NOs to produce high quality CWB reports that demonstrate evidence of our work and that changes to programmes are implemented based on findings.

  • Ensure that Fragile Context Programming Tools and Model are applied and implemented in the D.R. Congo and any other fragile context in Southern Africa. Ensure that learning from the D.R. Congo as a Fragile Context is documented and shared with the Partnership to contribute to improving tools and enhancing models for FC.

Evidence and Collaboration with other Regional Teams:

  • Work closely with GC E&L and SOs to conduct impact and ex post evaluations.

  • Establish and strengthen linkages and networks with relevant WV communities of practice and experts, leading institutions, governments and other organizations.

  • Coordinate and support the mobilization of technical expertise across the region, ensuring effective knowledge management, and continuous improvement of programming.

Sponsorship Transformation:

  • Ensure that Sponsorship is effectively integrated in end-to-end programming processesparticularly with Sectoral Teams and Technical Programs.

  • Support enhancement of sponsorship business processes through technology and innovation.

  • Coordinate contextualization of Sponsorship field operating model for use in NOs.

  • End-to-end sponsorship processes/systems simplified and streamlined in NOs.

  • Facilitate the use of Child Monitoring information to inform programming in NOs.

Resource Development:

  • Contribute to Resource development by providing evidence of programming impact.

  • Seek project funding for PE and sponsorship enhancement and innovation.

  • Collaborate with the SAR Grant Acquisition and Management unit (GAM), NOs and SO to support resource development efforts, especially quality of program designs.

KNOWLEDGE, SKILLS & ABILITIES:

  • A Master’s degree in management or a social science field required

  • At least 10 years’ experience in relief and development work, out of which at least 5 years must be in a senior leadership position at national or regional level preferably in World Vision Southern Africa or similar contexts.

  • Very good experience in designing technical programs such as child protection, food security, primary health care, micro enterprises development and disaster management.

  • Very good experience in impact measurement and DME practices including LEAP 3.

  • Very good experience in strategy development and strategy monitoring processes.

  • Very good leadership and people management skills.

  • Very good analytical, quantitative and qualitative using computer programs.

  • Very good experience in designing and facilitating technical training programmes.

  • Excellent presentation and communication skills.

  • Excellent interpersonal skills. Must be people-minded and relational with WV staff at all levels.

  • Must have excellent communication skills, negotiation and conflict resolution abilities.

  • Must be grounded in biblical knowledge, particularly as it relates to the holistic Mission and calling of World Vision.

  • Demonstrated skills in designing development programs in various religious and socio cultural contexts.

  • Understanding of various Southern Africa contexts through experience working in the region.

  • Perform other duties as required.

  • Demonstrated project management experience.

  • Demonstrated competencies in monitoring and evaluation including the accompanying MIS and Horizon.

  • Excellent facilitation, negotiation, coordination and networking skills at all levels.

Preferred Skills, Knowledge and Experience:

  • Persuasive and passionate communication skills with excellent interpersonal and multidisciplinary project skills.

  • Evidence of advanced knowledge and skills in use quantitative data analysis tools such as EPI INFO, SPSS, SAS, STATA etc and or qualitative data analysis tools e.g. NVivo, ATLAS.ti.

  • Exposure to mobile data collection software for surveys and assessments.

  • Familiarity with global standards for metrics related to development and emergency humanitarian responses.

  • Experience in designing evaluations for integrated programmes to measure performance and impact.

  • Evidence of developing and implementing monitoring and evaluation frameworks in for community based multiple funded programmes.

Work Environment/Travel:

  • Work environment: Office-based with frequent travel to the field.

  • Travel: Ability to travel up to 35% domestic and International travel.

Customer Support Team Lead

PURPOSE OF POSITION:

Customer Support Team Leads are responsible for leading and coordinating the activities of the client technology services and support area of IT. They provide Level 2 support and work with vendors on Level 3 support. They resolve complex and/or non-routine problems for internal and external customers. They provide technical leadership of the maintenance and support for all client products.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise.

They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

KEY RESPONSIBILITIES:

Project Planning:

  • Leads the project planning and requirements phase.

  • Assists management with monitoring expenses.

Service Desk:

  • Responds to Level 2 support and works with vendors on Level 3 support.

  • Oversees updates on issues to ensure client satisfaction and productivity.

  • Researches trouble issues which affect multiple clients.

  • Generates activity and status reports.

  • Reviews and approves checklists and scripts.

  • Works with vendor technical support personnel on solutions for clients.

Client Technology Support:

  • Assess/analyzes the need for and implements performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis.

  • Designs and deploys client support processes.

  • Plans and schedules the installation and deployment projects.

  • Leads the planning, building, upgrading, and maintenance of client technologies.

  • Makes decisions on configuration options.

  • Participates in the design and implements equipment replacement plan.

Technical Support:

  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

  • Initiates and completes outcome investigations for problems.

  • Creates temporary solutions until permanent solutions can be implemented.

  • Assists systems, programming and vendor professionals as needed to resolve problems.

  • Coordinates the resolution of escalated application, hardware and software problems.

  • Partners with Network and Systems Administration teams to ensure efficient operations of the desktop computing environment.

Security:

  • Ensures adherence to the integrity controls, regulations, and guidelines.

  • Reports exceptions and escalate as appropriate.

  • Makes recommendations and changes as appropriate.

Inventory Management:

  • Oversees IT inventory for all IT equipment and/or software in accordance with company policy and procedures.

Service Level Management:

  • Collaborates in the development of service-level objectives.

  • Monitors service-level objectives to ensure that requirements are met or exceeded.

  • Develops client satisfaction metrics and service procedures.

  • Makes recommendations to approve performance and client satisfaction metrics.

  • Follows up in a timely manner to ensure customer satisfaction.

Service Improvements:

  • Monitors key section metrics (quality measures, customer satisfaction ratings, service level objectives, etc.) against plan and adjust processes as appropriate.

  • Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

  • Develops procedures and controls for service improvements.

  • Recommends solutions to common problems and updates frequently asked questions documentation.

Testing:

  • Coordinates testing with IT groups.

Training:

  • Identifies customer training needs based on common problems.

  • Provides training to less experienced technical support staff and end users on usage of software and equipment.

Documentation:

  • Develops the documentation for processes and ensures the overall scope, quality and effectiveness of the documentation continues to grow.

  • Oversees the creation and modification of documentation of issue resolutions within the Knowledge Base.

  • Updates manuals/guides to incorporate new recommended products.

Communications/Consulting:

  • Alerts IT groups and management about recurring problems.

  • Communicate technical information to both technical and non-technical personnel.

  • Serves as liaison to IT Departments to complete corporate wide projects, communicate issues, concerns, and questions, and understands changing IT system requirements, changing technology, and best practices.

Business Continuity:

  • Provides input to the design of backup and recovery procedures.

Research/Evaluations:

  • Designs standard image and designs alternate images, as needed.

  • Evaluates and recommends new standard products for corporate standards list.

  • Participates in working groups related to standards.

Coaching/Mentoring:

  • Mentors less experienced staff in multiple areas of expertise.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Excellent computer skills including client services technologies and products to include workstations and mobile devices hardware and software.

  • Strong diagnostic skills and a working knowledge of current technologies.

  • Typically has 1 to 3 years of IT work experience in computer systems or support.

  • Typically requires 7 or more years of relevant technical and business work experience.

  • Willingness and ability to travel domestically and internationally, as necessary.

  • Effective in written and verbal communication in English.