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IT Lead Specialist (VMware, O365, LAN/WAN) - Hybrid

Job Title
IT Lead Specialist (VMware, O365, LAN/WAN) - Hybrid
Job ID
Birmingham,  MI 48009
Other Location
The Technical Lead plans, leads and administers the operational and administrative end user support activities.
As a technical resource and lead, individual will provide guidance to local staff responsible for site setup, user training, hardware/software installation, maintenance and support and documentation of hardware/software and procedures.  Manages local staff and projects. May also perform other duties as assigned by their manager.
  • Lead team, facilitate team meetings, motivate others and communicate all changes from all departments. Act as primary escalation point for the support team
  • Organizes and controls the activities of field services for the site. Also as needed, may perform in the capacity of a working lead by handling and resolving end user computing issues.
  • Manage the ongoing support of applications, including implementation, upgrades, patches, tuning, performance monitoring, troubleshooting, and security
  • Assigns personnel to the various projects as needed.  Coordinates the development of the overall project plans and timetables. 
  • Manage user provisioning and de-provisioning across all applications in a consistent manner
  • Maintain timely communication with business associates on incidents that have been escalated
  • Maintain and update all processes, procedures, and instructional documentation for your team and business associates as required
  • Accountable for personal/technical development; finds innovative ways to continually improve skills
  • Manage IT Audit requirements
  • Work with external vendors as necessary.
  • Other responsibilities as needed.
Measurable Impact on the Organization:
  • Controls the execution and resolution of multiple projects
  • Provides input to the overall IT budget
  • This position interfaces with all levels of employees across the company and may make decisions that affect the business. The technical site lead works with the Enterprise Service Desk as well as Interpublic GIS teams.
Desired Skills and Experience
  • Bachelor’s Degree or equivalent.
  • 5 + years technical support work experience; at least 1 year in a leadership capacity.
  • Advanced knowledge of various MAC and/or PC software and hardware equipment, LAN/WAN knowledge.
  • Excellent written and oral communication skills
  • Demonstrate patience, proactivity, organization and attention to detail.
  • Ability to analyze and solve semi-routine and more complex computer related problems. 
  • Proven experience in troubleshooting, hardware, network and remote access problems is required. 
  • Ability to create a friendly and professional rapport with internal staff and external parties.
    • Strong attention to detail with exceptional organizational skills and ability to multi-task and prioritize changing priorities.
    • Ability to define problems and use independent judgment to resolve issues.
    • Ability to maintain a positive and respectful attitude.
    • Ability to be punctual.
    • Ability to maintain confidentiality of sensitive matters and respond effectively to such situations.
  • Ability to demonstrate integrity, trustworthiness, honesty, accountability, ethics, and integrity in one’s actions.
  • Proven Resilience: Deals effectively with pressure; remains focused and optimistic; is persistent even with adversity and recovers easily from setbacks; effectively balances personal life and work.
  • Ability to grasp new information, technical and business knowledge; identifies his/her own strengths and weaknesses and then pursues self-development to address those weaknesses; desire seek feedback from others to identify new opportunities to master new knowledge.
  • Ability to sustain a culture that encourages team members to provide service that is essential to high performance.
  • Ability to remain flexible open to change; welcomes new information and others’ ideas.
  • Demonstrated ability to successfully respond to changing conditions or unexpected obstacles or opportunities which warrant attention or resolution.
  • Effective conflict resolution skills.  Ability to address situations in a positive and constructive manner
  • Accountability: Holds self accountable for adhering to company guidelines and project timelines.
  • Ability to make sound and well-informed decisions, and understands the impact and implications of those decisions.
  • Ability to make decisions that are effective and timely, even when background information is limited.
Advanced technical knowledge in the following areas:
  • MAC and/or PC operating systems
  • Windows 10,11 Mac OS 10.15 and above
  • VMware 6.0 and above
  • MS O365, Office Suite (Word, Excel, PowerPoint, Access), Outlook, Teams
  • Chrome, Firefox, Edge
  • TCP/IP
  • Servers, Desktop and Laptops
  • Troubleshooting remote access & network issues
  • Video Conferencing

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