The Infrastructure Support Lead is responsible for leading all key support processes for a given site.  The role also serves as a systems engineer and infrastructure implementation lead for the site.  Key responsibilities include:

 Lead systems engineer of back-office infrastructure such as servers, monitoring, backup/recovery tools, and storage.  Key resource responsible for server maintenance, patching, builds, and upgrades.

• Provide executive level support and point of escalation for end users, when needed.
• Manages Desktop Support Staff and Help Desk, as appropriate
• Develops and reports on key service related metrics, analyzes them, and actions service improvement initiatives.
• Provide additional support and resolution to issues which the desktop support group cannot resolve
• Work with networking teams to manage local area and wireless networks for responsible sites including adds/moves/changes as needed.
• Mobile Device Support - Enterprise Activations, Phone Support, Vendor contracts, device replacements
• Desktop Support - Hardware & Software Installs, troubleshooting, hardware replacements
• New Hires & Terminations - Moves, Adds & Changes
• Messaging and Collaboration Support - Installs, Troubleshooting – assist global teams in supporting back-office messaging platforms as appropriate.
• Video Conference – support, maintenance, and site coordination (when required)
• Assist in the development and maintenance of global images and application packaging using LANDesk.
• Manage inventory of deployed assets for a site
• Contribute and potentially lead key site specific projects such as office relocations.  Contribute to global projects as required.
• Participate in global virtual teams responsible for support of critical infrastructure applications, such as Active Directory, Anti-virus, Single Signon, LANDesk, Sharepoint, and External file sharing applications.
• Coordinating with peers in other regions on common practices for support and functionality
• Strictly follow and propagate corporate initiatives
• Actively participate and enforce the usage of global standardization, create and respect working processes and ensures that all processes are in line with ITIL and the corporate strategy
• Managing staff holidays and vacations to ensure proper service coverage.
• Professional development, career path and succession planning for staff.

Reports To:

Infrastructure Services Manager

 Expected Travel

• Limited travel across the supported region (0-10%), New York presence target is 90-100%

Typical Qualifications and Experience

 Bachelor’s Degree or high level experience

• Five years of experience leading teams focused on user support
• Experience demonstrating technical proficiency in key technology areas
• Strong interpersonal and communication skills, both written and oral
• Knowledge of local / country legislation that impacts ability to make desktop changes
• Windows, MAC, Desktops/Laptops, mobile device, Microsoft Office, and desktop deployment tool experience is a must.
• Active Directory, VMWare, Netapp, LANDesk, Telepresence, Cisco, BES, MobileIron, McAfee, Microsoft Exchange, Avaya, Citrix experience is preferred.

 siobhan@obrecruitment.com

• Build and develop repeatable processes for infrastructure support to be used by help desk and deskside support personnel.
• Lead key site infrastructure related projects.
• Build strong relationships with site leadership executives
• Create standard operating procedures and improve delivery times for new systems