IT Support Services lead

Requirements:

• The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.
• Strategy & Planning
• Implement strategies for scalable, secure, and resilient IT Service Desk & Infrastructure across company locations as directed by senior leadership.
• Apply and uphold security and operational standards, policies, and procedures in accordance with business objectives and regulatory requirements.
• Monitor technology needs, conduct risk assessments, and assist in preparing plans for infrastructure upgrades and security enhancements based on priorities set by leadership.
• Track and report on infrastructure and security performance benchmarks, providing updates and recommendations to supervisors as requested.
• Support the implementation of IT initiatives that promote business growth, operational efficiency, and risk reduction, following guidance from senior and executive leadership.
• Participate in planning, architecture reviews, and proof-of-concept testing for service desk, infrastructure and security projects as assigned.
• Acquisition & Deployment
• Assist in preparing and managing budgets for infrastructure projects, security initiatives, and operational expenses under the guidance of senior leadership.
• Oversee and participate in the procurement, deployment, and lifecycle management of hardware, software, cloud services, and network components according to company procedures.
• Lead and support hands-on installation, configuration, and integration of new technologies and system upgrades.
• Assist in evaluating vendors, obtaining quotes, and coordinating contract processes as directed by supervisors, while supervising the implementation of new solutions and addressing technical challenges.
• Research and recommend emerging infrastructure and cybersecurity solutions; conduct assessments and pilots as assigned.
• Work closely with other departments to gather requirements and ensure effective deployment of technology resources.
• Ensure all acquisitions and deployments follow company standards and industry best practices.
• Operational Management
• Manage and participate in daily IT infrastructure operations, service desk and desktop issues, including desktop management, networks, servers, storage, cloud platforms, and endpoint devices.
• Implement, monitor, and maintain security controls, vulnerability management, patching, and incident response processes.
• Support disaster recovery and business continuity plans, including participation in exercises and recovery operations as assigned.
• Monitor system performance and capacity, troubleshoot and resolve issues, and escalate as needed.
• Track and analyze security incidents and operational metrics; generate required reports and support investigations as needed.
• Document and maintain procedures and guides for IT staff and end users; ensure operational practices and documentation comply with SOX requirements and audit activities.
• Provide training and technical support to employees and team members.
• Lead or participate in infrastructure and security projects as assigned, ensuring milestones are met.
• Assist in developing project plans and provide technical support for project tasks.
• Communicate project status, issues, and deliverables to team members, stakeholders, and supervisors.
• Recommend and implement process improvements, tools, and practices for IT operations and project execution.
• Maintain working relationships with stakeholders, vendors, and partners.
• Oversee asset management for hardware, software, and service contracts within area of responsibility.
• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Prioritize and schedule problems.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problems have been adequately resolved and perform post-resolution follow-ups.
• Uphold SLAs to meet end-user expectations.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Regularly upkeep and maintain inventory of the cage and server room as assigned.
• Ensure proper functionality of Meeting Space equipment and maintain organization of Meeting Space rooms.
• If necessary, liaise with third-party support and PC equipment vendors.
• Assist in configuration and ongoing management of Intune device compliance, conditional access, endpoint security, and identity protection policies.
• Monitor, investigate, and respond to security alerts and incidents across Microsoft and Palo Alto security platforms.
• Lead projects related to Active Directory and Entra ID identity hygiene, access reviews, and least-privilege enforcement.
• Ensure network documentation and diagrams are accurate, current, and properly maintained
• Maintain and support the site’s Cisco Meraki network infrastructure to ensure reliable connectivity and performance.
• Maintain Rubrik backup technologies to protect organizational data
• Communications
• Regularly reports on the progress of various IT projects.
• Resolves and/or escalate issues through others in a timely fashion.
• Understanding how to communicate difficult/sensitive information tactfully
• Other Duties
• Serve as Technical Liaison and Advisory to the Service Desk and Applications team for any technical challenges issues.