IT Operations Lead

Green Street’s IT Infrastructure team is looking for an IT Operations Lead to lead, coordinate, and contribute to global IT operations within our organization. Working closely with a team of IT analysts, systems administrators, and our Director of IT, support our growing organization of Green Street employees, oversee local & global IT projects, provide solutions, and act as an IT business relationship manager. This includes, but is not limited to: technical user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance, and all other technology needs in the local London office and at remote sites. The IT Operations Lead will also help build partnerships with the business by maintaining a trusted relationship with end users and act as a liaison between local stakeholders and IT.

Additional responsibilities include day-to-day workload coordination for a team of technicians, external vendor management, end-user training, documentation, and project management.

Responsibilities

• Support the local and global IT teams to establish the vision and the strategy of the IT service & infrastructure teams
• Coordinate and prioritize daily team workload and first level escalations
• Maintain a strong team environment through developing and training individual team members
• Share team member development feedback with the IT Director as input into individual performance reviews
• Work with local and regional IT teams to create and achieve annual goals and objectives
• Provide IT support to our global employee base, identifying areas of opportunity and success, and continuously iterating and improving the support desk functionality and overall service offering that Green Street provides to internal users
• Proactively take charge of all IT service/support areas of the organization, seeing things through to completion with comprehensive documentation, while training/informing the other members of the IT team on current initiatives, projects, and tasks
• Actively market IT services and promote IT as a value-added service for the business
• Be the primary resource that handles the escalation of requests from users, delegating where appropriate, and ensuring proper follow up and resolution.
• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post incident review
• Review, analyze, and evaluate IT systems and deliverables, including (but not limited to) ITIL-focused service desk, audio/video, networking, onboarding/offboarding, and cloud-based software administration
• Based on analysis and evaluation, proactively present complete solutions/roadmaps for improvement on existing IT systems/processes, including project scoping and user-impact reports
• Configure hardware and software for end users as needed, while creating best-practice documentation and protocols/procedures, then disseminating to the rest of the team
• Ensure meeting room and collaboration technology is maintained to high standards and high levels of availability, along with training services to educate staff on effective usage
• Troubleshoot software problems, upgrade/install software packages, and provide first-class user support, for the entire Green Street internal userbase
• Own the maintenance and updating of distribution lists, shared mailboxes, Microsoft Teams groups, and mail-flow rules, delegating where appropriate

Knowledge & Skills

• Strong leadership/management skillset with focus on the development of yourself and others
• Expert level knowledge of commonly used concepts, practices, and procedures within the IT field, including a strong background of best practices within IT Infrastructure and user support
• Strong background in optimizing, maintaining, and reporting within helpdesk/ticketing software
• Expert level knowledge of cloud-based infrastructure technologies and applicable best-practices, particularly within the Microsoft cloud suite – Office365, Azure, Azure Active Directory, OneDrive, and SharePoint
• Expert level knowledge in supporting Windows and Mac desktop operating systems
• Strong knowledge of networking systems and technologies, including best practices for routing, configuration, and traffic management
• Strong knowledge of IAM platforms, including Okta, and how lifecycle management is handled in an IAM environment
• Strong knowledge of VoIP platforms and technologies, including best practices for routing, configuration, and support structure
• Strong background in adhering to SLA requirements, and experience mentoring others to reach their SLA goals within a helpdesk environment
• Strong background in promptly answering support related email and chats with the utmost customer service and a positive, helpful attitude
• Ability to multi-task and manage multiple projects and tasks simultaneously, while maintaining a high standard of detail

• A Bachelor's degree in a computer related field or 6+ years relevant experience required
• 2+ years of demonstrable, effective leadership/management experience required
• Ability to lead by example and rally a team around purpose
• 5+ years hands-on experience with Microsoft Azure Active Directory, 365, Exchange, Intune, and SharePoint
• 3+ years hands-on experience with VoIP technologies
• 5+ years of experience with both Windows and Mac OS configuration and support
• Must enjoy problem solving and have excellent communication and leadership/management skills
• Project management experience a plus
• ITIL Foundation certification is a plus
• Microsoft Azure certifications are a plus
• Authorization to work in the United Kingdom now and in the future, without visa or sponsorship requirements

Benefits

• Comprehensive benefits package including company provided medical, dental insurance and cash plan
• Company provided life assurance, critical illness and income protection coverage
• Personal pension plan with matched employer contributions
• Company paid holidays and summer half day Fridays
• Access to employee assistance programme and wellbeing resources
• Tax free cycle scheme and IT equipment
• Season ticket loan
• Company sponsorship to further education
• Flexible work arrangements

Green Street provides preeminent and actionable commercial real estate research, news, data, analytics, and advisory services in the U.S. and Europe. For more than 35 years, Green Street has delivered unparalleled intelligence and trusted data on the public and private real estate markets, helping investors, banks, lenders, and other industry participants optimize investment and strategic decisions. The firm delivers exclusive market information, conclusion-driven insights, and predictive analytics through a SaaS platform. The company is headquartered in Newport Beach with offices in New Jersey, New York and London. To learn more, please visit www.greenstreet.com.

The success of Green Street is directly attributable to the strength of our people. We attract high-quality applicants due to our reputation for excellence and our commitment to train and retain talent. Our collaborative work environment provides team members with opportunities to develop professionally and play a central role from day one. At Green Street, we are all about providing unique insights. A diverse and inclusive work environment where top talent can thrive, think freely and offer different perspectives makes our insights even stronger. We’re building a company culture where differences in gender, race, age, religion, ethnicity, identity, physical ability and perspectives are celebrated and valued.

Green Street does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.