Sr. IT Lead Infrastructure, Mobile and Database Support

About the role

This is an exciting opportunity for a Sr. IT Support Lead to work in a matrix environment providing leadership for both local and global support for customers around the world.

This is a strategic business unit in Automation and Control Solutions (ACS). The team installs and maintains the operations and systems to help keep buildings and facilities safe, secure, comfortable and cost-efficient, and is a leading providing of energy efficiency solutions worldwide. Client specializes in service of critical building systems, including heating, ventilation and air conditioning (HVAC), building automation, fire, security and energy management.

The Sr. IT Lead is a critical part of the Global IT Support team and is responsible for leading global mobility support efforts, influencing our mobility direction, as well as ensuring the proper level of application support for several of our critical IT solutions on behalf of our business. This senior role is a key the liaison between the technical support teams, our business, and our suppliers/providers.

Key Responsibilities

• *Establish and lead the global Mobility support and R&D type activities utilizing a highly matrix blended team (i.e. IT, Business, Suppliers, etc.).
• *Lead small to medium sized projects, or various levels of complexity, successful for both development efforts as well as infrastructure refreshes.
• *Delivery of exceptions problem solving skills to ensure swift resolution of incidents via a hands-on approach as well as delegation and oversight via the co-source team.
• *Oversee and direct support resources on-site, off-site as well as on-shore and off-shore ensuring the delivery of agreed upon results.
• *Manage all communication efforts on behalf of support ensuring timely and appropriate communication to our business, key suppliers and colleagues.
• *Maintain the highest level of customer satisfaction and adherence to service level agreements (SLA) for our applications (i.e. custom developed and packaged solutions).
• *Deliver key support metrics and analysis that demonstrate value as well as progress toward efficiency goals and the agreed upon SLA.
• *Drive toward a pro-active support model increasing efficiencies and value-add.
• *Actively promote, implement, and support formal Change and Release Management adopting and applying ITIL tools where applicable.
• *Ensure that supported solutions have current support documentation.
• *Ability to work across disparate time and day zones to ensure the proper level of system support and coverage.

Basic Qualifications

• *Bachelor's degree in Computer Science, MIS or Business field.
• *5 years in an IT support role with a proven track record of career advancement.
• *3 years technical and infrastructure background and knowledge.
• *1 year Mobile device exposure and/or experience in an IT setting.
• *1 year experience managing multiple and mixed suppliers (on and off shore; product and support; internal and external) in a heavily matrix organization.
• *Application Development skills (i.e. Microsoft Solutions and Technologies)
• *Database experience in either or all (SQL, Sap, Oracle)
• *Strong to exceptional problem solving and analytical skills.
• *Nice to have Global Support Experience.