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Technical Service Lead

2 months ago

Stamford, United States Legal & General Retirement America Full time

Technical Services Lead

Stamford, CT

LGRA Overview

Legal & General is a leader in Pension Risk Transfer with over 30 years of experience globally, servicing over a million annuitants. Building on our global success, we established our Pension Risk Transfer platform in the US in 2015. The business has grown steadily, and by the end of 2023, we had more than $10 billion in premiums written.

At Legal & General Retirement America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. We are passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more. We strive to create a unique environment where the balance between work and life is possible.

Technical Services Lead Overview

We seek a motivated and hard-working Technical Services Lead (TSL) to lead the delivery of business-as-usual End User Computing (EUC) services delivery to LGRA users. Collaborating with the Director of IT Operations, the TSL role ensures delivery of support, maintenance, and configuration of LGRA's EUC environment and ensures that all incidents, requests, problems, and changes are handled efficiently and effectively via the defined processes. This highly visible role requires technical competence and customer service skills to ensure LGRA's end users have a positive and productive technology experience.

The TSL works closely with various third parties who provide IT services for LGRA, including our managed IT services provider, IT departments of sister companies, Legal & General Group IT, and various SaaS providers, to facilitate service delivery. They will also collaborate with other IT functions to resolve technical issues, fulfil requests, handle changes, and perform other tasks as assigned.

Requirements

Role and Responsibilities

    • Lead EUC and drive the delivery of EUC technology services to ensure the business community can improve the use of these technologies
    • Be an active, visible point of contact for LGRA end users and quickly identify, investigate and resolve technology end-user queries, questions, and issues
    • Act as the main point of communication for LGRA IT, ensuring user requests and inquiries are acknowledged and receive the appropriate response
    • Ensure delivery of technical support and guidance to users on EUC hardware and software-related issues, including troubleshooting, diagnosis, and handling partner concerns
    • Act as a BAU contact for and handle escalations to third-party service providers and partners to ensure seamless service delivery
    • Management of LGRA IT EUC hardware lifecycle, including procurement, assignment tracking, refresh schedule, and decommissioning
    • Handle LGRA mobile devices and subscriber lines
    • Management and procurement of software licenses, license assignments, and deployments
    • Partner with HR to operate and manage joiners/movers/leavers (JML) processes, including IT orientation for new hires
    • Provide support for conference room systems & AV components for BAU meetings and special events, including Town Hall and other special events
    • Complete Incident Management and other core IT processes and provide input on process improvement
    • Partner with the Facilities Manager to support with room technology, door access system, cameras, printers, server-room environment, and other Facility-related topic
    • Research and recommend solutions for technical problems and participate in the delivery of IT projects and initiatives as assigned
Qualifications
  • 5+ years of experience in IT service delivery, preferably in a similar role
  • Bachelor's degree or equivalent experience in Information Technology, Computer Science, or related field preferred
  • Experience working within an ITIL framework is preferred
  • Extensive knowledge of the Microsoft EUC stack (Windows, Outlook, Teams, O365)
  • Experience with configuration and management of EUC desktop environments
  • Experience with hardware lifecycle and asset management
  • Experience with mobile device and subscriber line management
  • Strong organizational and time management skills
  • Ability to work independently and as part of a team
Benefits
  • 10 - 25 vacation days depending on experience level and years of service
  • 4 floating holidays & 2 personal days
  • 10 - 15 sick days, depending on years of service
  • 2 paid volunteering days
  • Health benefits, including medical, dental, and vision coverage
  • Supplemental health benefits and life insurance
  • 6 weeks of paid parental and maternal leave
  • Immediate vesting into a 401k savings plan with up to 6% company match
  • 100% employer-contributed Pension Plan - Cash Balance Plan after 1 year of service
  • Flexible Workspace and Arrangements
  • Tuition and Certification reimbursements
  • Infertility and domestic partner benefits


The expected hiring compensation range for this position is $97,000 to $125,000 annually. Base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The current bonus target for the position is 15% of the base salary with a stretch to twice the target, modified for corporate and individual performance. This role requieres 4 days working form the office.

**This role is to be filled outside of the state of Colorado**

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.