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Systems Support Lead
2 months ago
KBR, Inc. has developed and implemented a cutting-edge solution for the strategic management of estates and facilities services. The Estates Intelligence model and our 6 A methodology; Aggregation, Automation, Asset Management, Assurance, Audit and Analytics, enable the strategic management of estates and facilities services, which is an evolving model in the FM market.
As part of the ongoing growth of its Estates Intelligence, KBR, Inc. is actively recruiting to expand its team to deliver current and future public sector Estates Intelligence contracts.
About the Role
The team is looking for a Systems Support Lead with experience in leading a team to carry out day-to-day operations and provide 1st line and 2nd line support to consistently meet our client obligations. The role is responsible for the personal development of direct reports, internal and external stakeholder management, service transition, operational planning & reporting and working with suppliers to deliver the service obligations to KBR, Inc.'s clients.
The role requires an appreciation of supporting systems hosted in the cloud and technologies and Microsoft technologies. In-depth understanding and extensive experience in operating environments compliant with ITIL standards is essential.
Key Responsibilities:
- Directing day-to-day operations according to KPIs and SLAs.
- Supervising workload of 5+ support analysts.
- Providing line management for Support Analysts, including performance reviews, training, and handling escalated queries.
- Adhering to tight deadlines for continuous improvement, conducting root cause analysis, implementing changes, and ensuring effective communication across the organization.
- Identifying process issues, providing feedback, and fostering strong relationships with internal and external teams.
- Monitoring ticket management and operational tasks.
- Planning and reporting operational activities.
- Overseeing acceptance of new or modified scope into service.
- Enhancing team quality and processes for continuous improvement and customer satisfaction.
Requirements:
- ITIL Foundation or Practitioner certification.
- Experience in using Jira or similar tool to manage tickets raised by customers.
- Hold held or are eligible to apply for Security Clearance to CTC level.
What We Offer
KBR, Inc. offers a dynamic work environment with opportunities for professional growth and development. We prioritize individuals dedicated to continuous improvement and customer satisfaction in a dynamic environment.
Our Commitment to Inclusion and Diversity
KBR, Inc. is passionate about our people, sustainability, and our Zero Harm culture. We are committed to creating a workplace that is inclusive and diverse, where all employees feel valued and respected.
Equal Opportunity Employer Statement
KBR, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status, and/or beliefs, or any other characteristic protected by federal, state, or local law.
