Desk Side And Technology Support Team Lead

Job Description

Why join us?

It's an exciting time at AtkinsRéalis! We are rapidly growing in the US. Our company purpose is to build a better world for our planet and its people. We recognize the importance of making sure that our clients and employees, feel this purpose every day. AtkinsRéalis is proud of our company culture that promotes, diversity, equity and inclusion. Our company ethos include collaboration through the connection of people, data and technology. We are a global firm, who leverages having employees located throughout the world, creating valuable partnerships and doing our part to make this planet and its people, thrive. We need energetic, passionate and eager professionals like you to join our team. There has never been a better time to be a part of AtkinsRéalis!

We are seeking a Desk Side Technology and Support Lead to join our IT Support team in Orlando, FL.

The Desk Side & Technology Support Team Lead is responsible for the day to day operations and 2nd Line and above hardware and software support for their area of responsibility. They may manage staff in a dynamic, fast paced environment which champions customer satisfaction as a priority.

About us

AtkinsRealis is one of the world's most respected design, engineering and project management consultancies. AtkinsRealis has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years. AtkinsRealis has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

How will you contribute to the team?

• Lead and motivate any reporting Desk Side & Technology Support Analysts by communicating job expectations; planning, monitoring, appraising job results; coaching employees.

• Manage and prioritize all 2nd line and above incidents and requests according to defined SLAs.

• Manage the troubleshooting of a range of technology issues: investigating, diagnosing faults, and working through to resolution.

• Provide customers with continual and regular updates throughout the management of their incidents and requests.

• Provide operational services to the business to ensure maximum levels of user support and system availability.

• Advanced troubleshooting of the Atkins desktop computing environment based on incidents and service requests logged via the Global Service Desk.

• Deploy desktop computers and peripherals, record and track assets during employment according to standards and workflow procedures.

• Manage all hardware delivery to end users.

• Support the set-up of new offices, sites or projects across region.

• Manage regional projects by coordinating resources and timetables with IT Staff, both regionally and in the Global Hub.

• Management of local hardware stock and keep the Global Hub informed of changes

• Plan, organize, track and record the supply of IT equipment, following asset management procedures and processes.

• Manage the recycling of all expired IT equipment and technologies, ensuring correct disposal according to policy.

• Build a close working relationship with the business in order to ensure the timely communication and resolution of problems and incidents.

• Ensure maintenance of all equipment rooms and conference room facilities, mitigate risk s arising from audits, fire, safety or other risk assessments.

• Maintain a mindset of continuous improvement and development, by way of efficiency, customer satisfaction and technical knowledge.

• Practice financial prudency by ensuring expenditures are necessary, forecasting and scheduling requirements as well as preparing an annual budget.

• May perform such other duties as the supervisor may from time to time deem necessary.

How will you contribute to the team?

• Bachelor's degree in Information Technology or related field or 7 years in network/system administration, PC support, and IT service principles and processes.

• High level of proficiency and knowledge working in a Corporate IT environment.

• Solid understanding of hardware and software asset management processes.

• Understanding of the Change Management Process.

• Experience of working to (and exceeding) Service Level Agreements.

• Ability to learn, understand, and apply new technologies.

• Strong business focus and customer service skills.

• Exceptional communication skills, both verbal and written.

• Working knowledge of database/excel structures/tables/configurations.

• Proven experience of data analysis and good numeracy, analytical and reporting skills.

• Effective stakeholder relationship management skills.

• Good analytical and troubleshooting skills (the ability to think logically through a problem) and must have the initiative, perseverance and commitment to see problems through to resolution.

• Ability to motivate and improve the overall team performance and service levels.

• Ability to communicate at all levels within the company.

• Coordinate and manage relationships with vendors and support staff that provide hardware/software/network problem resolution.

• Experience in managing small to large scale IT projects.

• ITIL V3 Foundation Qualification preferred.

• Working knowledge of Service Now preferred.

• Strong customer service skills.

What we offer at Atkins:

AtkinsRéalis realizes that health, mental and financial wellbeing, are all equally needed to achieve balance in life. We are pleased to offer a robust rewards package that help our employees have peace of mind in and outside of work. Our benefit offerings address all of the areas that are part of living a healthy life.

We recognize that what is important to people, continues to change. Some of our other benefits to ensure our employees feel supported, include continuing to offer health and dental coverage for domestic partners and a full list below. Our culture is one of providing support and training for our employees to thrive. We offer learning and development programs, training, career pathing opportunities, and a tuition reimbursement plan. At AtkinsRéalis, you will enjoy a robust rewards package which includes:

• Competitive salary

• Flexible work schedules

• Group Insurance

• Paid Family Leave

• Two Floating Holidays

• Paid Parental Leave (including maternity and paternity)

• Pet Insurance

• Retirement Savings Plan with employer match

• Employee Assistance Program (EAP)

• Learning and development programs, training, career opportunities and a highly regarded tuition reimbursement program

• An inclusive culture of Employee Resources Groups centered around women, African-Americans, Hispanics, LGBTQ+, Neurodiversity and Emerging Professionals.

• A Foundation that is employee-funded with a 2-to-1 match from the company providing STEAM education for minorities from K-12 to college.

If this sounds like you and you would like to expand your career with us, apply today!

AtkinsRéalis is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Veteran/Disability.

Please review AtkinsRéalis Equal Opportunity Statement here:

https://careers.atkinsrealis.com/equal-opportunities-statement

AtkinsRéalis cares about your privacy and are committed to protecting your privacy. Please consult our Privacy Notice on our Careers site to know more about how we collect, use and transfer your Personal Data.

By submitting your personal information to AtkinsRéalis, you confirm that you have read and accept our Privacy Notice.

Upon acceptance of an offer, all candidates must go through a drug screen test and background check. AtkinsRéalis is a federal contractor which mandates a satisfactory background screening report and drug test that supersedes state laws.

Note to staffing and direct hire agencies:

In the event a recruiter or agency who is not on our preferred supplier list submits a resume/candidate to anyone in the company, AtkinsRéalis family of companies, we explicitly reserve the right to recruit and hire the candidate(s) at our discretion and without any financial obligation to the recruiter or agency.

https://careers.atkinsrealis.com/recruitment-agencies

Worker Type

Employee

Job Type

Regular

At AtkinsRéalis, we seek to hire individuals with diverse characteristics, backgrounds and perspectives. We strongly believe that world-class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion or disability, but enriches itself through these differences.