IT Site Lead (Madison/Beloit, WI) - Merrimac - job 1332709


Date: 10/13/2021

City: Merrimac, Wisconsin

Employment type: Full-time

We are currently seeking an IT Site Lead who can work in Madison and Beloit, WI. As a member of the Site Technology Support Team, you will provide exceptional customer service, in an effective way, to all local clients and visitors within the specified offices. You'll provide hands-on support and apply your local knowledge and language skills to support IT-related issues as defined by the Service Catalog.

Working days and hours are following the local business days and hours and will be split 3 days a week in Madison and 2 days a week in Beloit. You'll work closely together with the Regional IT Manager, the Regional Service Desk, and Desktop Support Services. From time to time you might need to attend meetings outside office hours.

Responsibilities :

  • Provide exceptional customer service when working on Infrastructure and Application Incidents, Request for Changes and Services which have been dispatched for Local Site IT support, whilst maintaining the right balance between customer service and operational excellence

  • Participate in and/or project manage global, regional, or local pilot and roll-out projects as initiated by the global IT organization

  • Support the IT organization with site related (client/ end-user) information and activities requiring site support (budgets, projects, audits, IT contracts, and IT vendor management)

  • Continuously advise and cooperate with the IT Management to improve and/or innovate (1) the working environment of Site Technology, (2) the way services are being perceived by IT and the business, and (3) to increase the value we provide to the business (how to improve services to enable the business to become more productive)

  • Manage the procurement and deployment of new, and the decommissioning of old site technologies

  • Provide support to other offices, either remote or by traveling on location

Required Skills:

  • Client-focused and an exceptional customer service mindset with proven ability to respond quickly to customer needs.

  • Good communication and negotiation skills.

  • Strong English language skills. Good verbal and written English communication skills.

  • Strong teamwork and interpersonal skills.

  • Strong Microsoft Skills – Win-XP, Win-7, Win-10

  • Strong Server operating systems 2003 to 2019

  • Strong O365 Support with TEAM’s and TEAM’s voice

  • PC & Desktop hardware investigative and upgrade skills

Required Experience:

  • Understanding of IT support/service delivery processes (eg. ITIL).

  • Understanding of Six Sigma / Prince 2

  • or

  • Experience in supporting a large-scale Workstation, Tablet, and Smartphone environment, with Wireless and LAN technology, including WAN and Server environments.

Preferred Experience:

  • Knowledge in a variety of IT technologies including but not limited to: desktops/operating systems (XP, Win7, Win10), LAN, Remote VPN connectivity, Office365, server technology, business applications systems (SAP), iOS and Android mobile devices, network printing and desktop enabled printers.

  • ServiceNow

  • R&D Agilent hardware

Key Performance Indicators:

  • Customer Satisfaction for those Incidents processed and resolved locally.

  • Response Time to Client and Response Time to other Teams for tickets processed locally.

  • SLA performance, by Priority, on those Incidents processed and resolved locally.

  • Average resolution time: How long did it take to restore services, by Priority?

  • Open Incidents / Backlog at the end of each calendar month.

  • Number of Incidents processed and resolved locally which could not have been done remotely (“local” Incidents).

  • Process adherence and data quality: adherence to all IT processes, guidelines, and scripts.

  • Contribution to continuous improvement: contribution to improving IT processes and services.

Position Title

IT Site Lead (Madison/Beloit, WI)

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