Onsite IT Operations Shift Lead Engineer / Rising Team Manager

at  Orion Global Managed Services US Inc

Overview: We are seeking two dynamic and technically proficient Shift Lead Engineers to manage and oversee onsite IT operations for a demanding financial sector client located in the Wall Street area. Each Lead Engineer will manage one of two shifts, ensuring the effective execution of Moves, Adds, and Changes (MAC) tasks, and serving as the primary point of contact (SPOC) for their respective shift.

QUALIFICATIONS:

• Experience: 3+ years of experience in IT operations with a focus on MAC processes. Previous experience in a lead or supervisory role is preferred.
• Technical Skills: Strong technical proficiency in IT deployments, moves, installations, and troubleshooting. Familiarity with conference room technology is a plus.
• Leadership Skills: Demonstrated ability to lead and manage a small team in a fast-paced, demanding environment. Strong problem-solving and decision-making skills.
• Communication: Excellent communication skills, both verbal and written. Ability to effectively interact with clients and internal teams.
• Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously.
• Customer Service: A client-focused mindset with a commitment to providing high-quality service and maintaining client satisfaction.
• Flexibility: Ability to work the assigned shift hours and provide additional coverage if necessary.

• Shift Leadership: Lead a team of 4 technicians, providing direction, guidance, and support to ensure high performance and client satisfaction during the assigned shift.
• Technical Oversight: Oversee the technical execution of IT deployments, moves, installations, and troubleshooting. Ensure that all tasks are completed accurately, efficiently, and in compliance with client standards.
• Client Interaction: Act as the SPOC for the client during the assigned shift, addressing any issues or concerns that arise, and escalating problems to the Team Manager as necessary.
• Communication: Monitor Slack messaging and Jira queues aggressively to ensure timely responses to issues and requests. Maintain clear and consistent communication with the Team Manager and client.
• Conference Room Management: Ensure that all conference rooms are thoroughly checked once per shift, addressing any technical issues or concerns immediately.
• Team Coordination: Coordinate with the other Shift Lead and the Team Manager to ensure seamless transitions between shifts and consistent service delivery.
• Reporting: Provide regular updates to the Team Manager on shift performance, client feedback, and any technical or operational issues encountered.