Desktop Site Lead - Chicago, IL

Desktop Site Lead

Location: Chicago, IL

Mode: Contract (6+ Months) Onsite

Job Title: Site Service Leader (Site Cluster Leader)

Reporting To: Regional Site Service Leader

Minimum Experience 10+ Years

Maintain high performing service support team of onsite EUC Support.

Owner of all IAI Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

As owner of the escalation process the Site Service Leader will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.

Monitor, control and support service delivery and projects; ensuring systems, methodologies and procedures are in place and followed. Ensure alignment with IAI service Tower methodologies.

Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Drive internal and third-party service review meetings covering performance, service improvements, quality and processes Technical.

Lead the Onsite Desktop Management team to continually improve the End user computing environment within given geography.

Manage the Onsite desktop computing environment to ensure that laptops, PCs and other access devices are built and maintained to high standards of performance and security.

Ensure that patching and anti-virus updates are carried out promptly and effectively.

Work with the Technical Design team, Central Services team evolve standards for hardware, software and security in the desktop environment.

Ensure alignment with regional EUC coordinators, alerting them to and engaging them on issues, concerns and opportunities relating to incumbent 3rd party EUC service providers. Performance & Quality.

Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

Work with internal BTO and IAI service tower teams to ensure actions are taken and completed to protect and improve services.

Provide regular and accurate management reporting on IAI Service performance.

Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment in alignment with incumbent 3rd party processes.