Immediate need for a talented IT Customer Support Team Lead. This is a 12+ Months contract opportunity with long-term potential and is located in Minot, ND (Onsite). Please review the job description below and contact me ASAP if you are interested. ?
Job ID: 24-2015
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?Pay Range: $40 - $50/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location)
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?Key Requirements and Technology Experience:
?Manage/Coordinate Service Deliver
yOversee the delivery of services to the asset; Work with local Asset IT manager to ensure asset needs are met
.Deskside suppor
tManage onsite deskside service delivery resources to provide an enhanced service experience to the producing assets
.Ensure adequete staffing is available to help customers to get back to their tasks minimizing any impact from IT challenges
.Manage white glove services are extended to key user groups (VIPs)
.Devices in-scope includes: Laptops, Desktops, Tablets, Hotspots, Phones, Desktop Peripherals, other Mobile Devices, AV Equipmen
tHardware installation and oversigh
tEnsure all work is completed in a safe manner, to include job safety analysis (JSA) and proper tools are used
.Partner with facilities to assist with hardware installations as required (mounting monitors for AV or visual displays, etc)
.Other technical service
sCoordinate with other technical service delivery verticals like network server, storage, etc. and deliver seamless service delivery experienc
ePartner with central security delivery lead and coordinate/help asset level local support as needed to meet cyber needs (Antvirus updates, patches, deeper support for CIR etc
)Manage Inventor
yLead Inventory management process orders processing, receipt, storage, disposal, et
cEquipment availability at each site for quick turnarounds, maintain availability lis
tContinue to push team for tickets - even when user is not entering to ensure work and data is captured to foster overall awareness of outages and impact
sEnsure team is reporting hotspots/escalations in the daily standup call and central teams fo
rawareness and global resolution
.Provide adequate support to help manage escalations that gets reported on the asset and partner with other delivery leads for timely resolution
.Help channel the requests that comes through and make it visible to the local Asset IT team to advance as projects or BAU delivery Work with central and Asset teams on KBs, updates, new adds, etc and manage Asset specific KB content Attend CAB meetings to be aware of changes that will be impacting the assets and bring visibility to local Asset IT team for awareness and communication to business leadership team/user base as appropriate
.Extend any local help required and coordinate with virtical service leads to plan and implement the changes (locally as needed) without impacting business Be fully aware of the SLA metrics and ensure compliance to agreed upon SLAs/KPIs Coordinate with central service management team (EBS team) to plan and deliver elevated business support for business critical activities Develop dashboards/metric/reports that can help highlight value of IT work delivered for the asset by partnering with central service management team and Asset IT managers
.Manage resources, provide support and awareness on how to navigate the multiple contract vendors of team; keep the team morale high and delivering services at the highest level
.Reward & recognize team performance accordingly and provide visibility to Hess leadership team
.Foster team mindset & collaborate closely with central teams and other asset support leads to bring synergy.Work with local Asset IT managers to coordinate the resource onboarding schedules and training.- General Client onboardin
gGeneral welcome to Hess onboarding (including overall Hess assets, locations, business operations etc
)Role specific training (Technical skills
)Asset specific training (To be coordinated with Hess Asset IT managers
)Asset specific mandatory certifications (Ensure appropriate certifications are in place and maintained on an ongoing basis to be compliant)
.Develop and maintain onboarding/offboarding procedure, checklist etc for managing resource changes
.This is a pain point and needs to be significantly improve
dEnsure enough KT and shadown/reverse shadow processes are enforced Ensure time entry is made accurately & timely by following appropriate processes
.Oversee the deskside support function, ensuring services are delivered efficiently, on time, and meet the expectations of clients or stakeholder
sMonitor ticket queues and team performance regularly and adjust as needed
.Utilize DevOps principles and practices to efficiently handle non-ticketed or process enhancement initiatives
.Work with team to schedule members at various sites (as needed) around asset locations, ensuring availability in key locations, coverage for any large events, asset needs, or project support/awareness and training for support
.Ensure standardized processes are adopted throughout delivery of service (i.e. Tickets, Tasks, Inventory, Legal Hold). Ensure teams are also utilizing standard ITSM catalog (Incident management, change management, problem management, service management)
.Identify areas for improvement , work on enhancing the processes with standardization across central and cross asset needs and help remove wast
eUse feedback from end-users, stakeholders, and team members to drive decisions about process improvements
.Embrace a data-driven approach to prioritize enhancements that have the most significant impact.Follow Standard processes / work instructions to improve collaboration with central deskside team
.Ensure team is working in standard manner following established processes with other deskside teams as appropriate
.Train the team and ensure standard working among global deskside, helpdesk and RTS teams where appropriate
.Maintain positive relations with Asset IT and ensure needs are met; responding to inquires and concerns
.Enhancing the customer experience would involve a combination of technical competence, effective communication, and a proactive approach to addressing employees's need
sImplement efficient issue resolution processes to reduce wait times and resolve problems promptly
.Consistently meet or exceed established SLAs to instill confidence in the IT support team.Communicate service status updates, maintenance schedules, and known issues transparently
.Use email notifications, intranet announcements, or internal messaging tools with the help of locat Asset IT team to keep employees informed
.Train support staff to be empathetic and understanding when dealing with employee issues
.Acknowledge the impact of technical problems on employees' work and productivity
.Decision-Making: Strong decision-making skills to make informed choices and prioritize tasks effectively
.Team Building: Building and maintaining a high-performing team by fostering collaboration, trust, and motivation
.Conflict Resolution: Skill in resolving conflicts and disputes within the team or with users
.Customer Relationship Management: Building and maintaining strong relationships with customer and stakeholders.Customer Advocacy: A focus on understanding and representing the needs and expectations of user base
.Communication: Excellent communication skills, both written and verbal, to interact effectively with customers.Strong ITSM (SNOW) knowledge and processes expertis
eTechnical Knowledge: Understanding of the technical aspects of the services being delivered
.IT Infrastructure: Knowledge of IT infrastructure components and technologies
.Security Awareness: An understanding of security practices and the ability to ensure that services meet security requirement
sStrong domain knowledge is essential to succeed in this role. . Good understanding of O&G business and especially the Hess line of business will be a huge benefit
.Understanding and managing service level agreements (SLAs) and ensuring service quality.Incident and Problem Management: Expertise in handling incidents, problems, and escalations effectively
.Process Improvement: Knowledge of process improvement methodologies such as Six Sigma or ITIL to enhance service efficiency Individual would need to be trained/knowledgeable of all local deskside team tasks and processes to be able to assist user, provide backfill for any members and able to train any new deskside techs Analyze complex situations, identify problems, propose solutions and quickly make decisions to address service-related challenges Adaptability: The capability to adapt to changing technologies, customer needs, and market trends
.Innovation: Encouraging and driving innovative solutions to improve service delivery
Our client is a leading IT organization and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
? Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law