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  • Lead Systems Engineer

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    Wilmington, Massachusetts, United States Cessna Aircraft Company Full time

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    Wilmington, Massachusetts, United States Wunderlich-Malec Full time

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    5 days ago

    Wilmington, Massachusetts, United States Cessna Aircraft Company Full time

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    Wilmington, United States JPMorgan Chase Full time

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    Wilmington, United States International Flavors & Fragrances Full time

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Team Lead Endpoint Engineering

2 months ago

Wilmington, United States Steneral Consulting Full time

We need a senior Team Lead for Endpoint Engineering, Global Desktop support, and Helpdesk function. This position is very Microsoft heavy. They will manage and direct the daily activities of the Endpoint Engineering staff including both internal and external service providers as well as assignment and daily prioritization of incidents reported to the Service Desk; ensure all requests are handled promptly and effectively such that agreed service levels are met.

Candidates Must Have:

Lead or Management experience Endpoint experience/Desktop/Helpdesk Hybrid DE day One. Interview Process: Video Location:

Hybrid NYC/Midtown – Candidates must be onsite day one and go into the office three times a week.

Job Description: The Team Lead - Endpoint Engineering will provide leadership and direction in a fast-paced environment while leading the Endpoint Engineering team. Develop standards and training for staff to provide quality and timely service to the business. Manage and support various endpoint service offerings to the companies. Utilize vendor services along with internal resources to service and support a distributed network for company desktops. Contribute to the modernization of endpoint technology to ensure Berkley operating units success. Manage and direct the daily activities of the Endpoint Engineering staff including both internal and external service providers. Assignment and daily prioritization of incidents reported to the Service Desk; ensure all requests are handled promptly and effectively such that agreed service levels are met. Regularly monitor incidents, status, and speed of resolution of inquiries and problems; be proactive in devising improvements and recommending changes to systems, products, or services. Produce metrics to ensure a high level of customer satisfaction. Resolve technical issues across technical areas relating to the extension of endpoint technology throughout the Company. Manage endpoint projects supporting major systems initiatives within Production Management. Monitor/manage desktop (physical/virtual) and computing activities, lifecycle deployment, disaster recovery, and maintenance throughout the Company. Address and resolve chronic endpoint issues. Manage outsourced vendor agreements, employee/contractor selection, assignment/scheduling, performance evaluations, career plans, skills assessment, goal setting, and training plans. Ensure that the inventory of components to be supported is complete, current, and up to date with lifecycle practices. Demonstrate commitment and ingenuity in the expert application of available facilities to non-standard situations, investigating complex situations, diagnosing underlying causes of difficulties, and devising solutions or workarounds to ensure that the effect on operations is minimized. For all requests that cannot be directly resolved, provide an effective interface at the highest level between users and service providers; ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved. Evaluate potential solutions and implement in consultation with users, demonstrate all features, plan requirements, install (including field modification) and commission desktop systems, products, and services and their upgrades, agreed field modifications, or workarounds. Be able to represent the team as required with the ability to travel domestically. Qualifications:

5-7 years of experience in the information technology field, with experience as a service delivery lead. Strong background in IT service delivery with a proven track record of the ability to meet business requirements. Bachelor’s degree in computer science or a related field, or a combination of education and equivalent experience. Technical certifications in related fields are a plus. Strong background in the desktop computing platform. Physical and Virtual platforms. Ability to support users remotely. Proven background in developing centralized delivery of desktop upgrades, patches, and enhancements through automated packaging and other delivery methods. Experience in implementing technology lifecycles and refresh processes. Proven people management skills, with a track record of leading a team. Experience and commitment to customer service delivery and service level agreements. Demonstrated experience in effectively communicating with a broad base of technical and non-technical constituents including project teams and multiple management layers. Outstanding interpersonal and teamwork skills. Strong customer orientation and excellent negotiation skills. Ability to foster teamwork. Demonstrated knowledge in the implementation and best practices approach of ITIL.

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