IT Customer Support Team Lead

IT Customer Support TeamLead

Responsibilities:

Category

Activity

Details/Comments

ServiceDelivery

Manage/Coordinate ServiceDelivery

Oversee the delivery of services to the asset; Work withlocal Asset IT manager to ensure asset needs are met.

Desksidesupport

Manage onsitedeskside service delivery resources to provide an enhanced serviceexperience to the producing assets. Ensure adequete staffing isavailable to help customers to get back to their tasks minimizingany impact from IT challenges. Manage white glove services areextended to key user groups (VIPs). Devices inscope includes:Laptops Desktops Tablets Hotspots Phones Desktop Peripherals otherMobile Devices AV Equipment

**This is aworking lead position and will require encumbent to be able tocomplete any deskside task to ensure coverage at alltimes.

AV support for events

Understand setup and troubleshooting of AV systems withinthe asset; assist events and production needs. Ensure offshorelocations have a working setup to participate in the large eventsand validate connectivity & performance prior to the event;assist with local events and production needs

Hardware installationand oversight

Ensure allwork is completed in a safe manner to include job safety analysis(JSA) and proper tools are used. Partner with facilities to assistwith hardware installations as required (mounting monitors for AVor visual displays etc).

Other technical services

Coordinate with other technicalservice delivery verticals like network server storage etc. anddeliver seamless service delivery experience

Security relatedservices

Partner withcentral security delivery lead and coordinate/help asset levellocal support as needed to meet cyber needs (Antivirus updatespatches deeper support for CIR etc)

ManageInventory

Hardware management

Lead Inventory management process orders processingreceipt storage disposal etc

Equipment stock management &support

Equipmentavailability at each site for quick turnarounds maintainavailability list

ServiceManagement

Incident management

Continue to push team for tickets even when user is notentering to ensure work and data is captured to foster overallawareness of outages and impacts

Escalation management

Ensure team is reportinghotspots/escalations in the daily standup call and central teamsfor awareness and global resolution. Provide adequate support tohelp manage escalations that gets reported on the asset and partnerwith other delivery leads for timely resolution.

Requestmanagement

Help channelthe requests that comes through and make it visible to the localAsset IT team to advance as projects or BAU delivery

KBmanagement

Work withcentral and Asset teams on KBs updates new adds etc and manageAsset specific KB content

Change management

Attend CAB meetings to be aware ofchanges that will be impacting the assets and bring visibility tolocal Asset IT team for awareness and communication to businessleadership team/user base as appropriate. Extend any local helprequired and coordinate with virtical service leads to plan andimplement the changes (locally as needed) without impactingbusiness

SLA management

Be fully aware of the SLA metrics and ensure compliance toagreed upon SLAs/KPIs

Elevated business support

Coordinate with central service management team(EBS team) to plan and deliver elevated business support forbusiness critical activities

Service Performance

Monitor ServicePerformance

Developdashboards/metric/reports that can help highlight value of IT workdelivered for the asset by partnering with central servicemanagement team and Asset IT managers

Team Management

Build and MaintainTeams

Leadership & HR support

Manage resources provide support and awarenesson how to navigate the multiple contract vendors of team; keep theteam morale high and delivering services at the highest level.Reward & recognize team performance accordingly and providevisibility to Hess leadership team

Team building &development

Foster teammindset & collaborate closely with central teams and otherasset support leads to bring synergy

Resource onboardingOffboarding

Work withlocal Asset IT managers to coordinate the resource onboardingschedules and training.
General our clientonboarding
General welcome to Hess onboarding (includingoverall Hess assets locations business operations etc)
Role specific training (Technical skills)
Asset specifictraining (To be coordinated with Hess Asset IT managers)
Asset specific mandatory certifications (Ensure appropriatecertifications are in place and maintained on an ongoing basis tobe compliant)

Develop and maintainonboarding/offboarding procedure checklist etc for managingresource changes. This is a pain point and needs to besignificantly improved
Ensure enough KT andshadown/reverse shadow processes are enforced

Resource Timemanagement

Ensure timeentry is made accurately & timely by following appropriateprocesses

Work Management

Work Assignment & Work Management

Oversee the deskside supportfunction ensuring services are delivered efficiently on time andmeet the expectations of clients or stakeholders
Monitorticket queues and team performance regularly and adjust asneeded
Utilize DevOps principles and practices toefficiently handle nonticketed or process enhancementinitiatives.

Manage work schedule

Work with team to schedule members at varioussites (as needed) around asset locations ensuring availability inkey locations coverage for any large events asset needs or projectsupport/awareness and training for support

Processes & ContinuousImprovement

Process alignment & enforcement

Ensure standardized processes are adoptedthroughout delivery of service (i.e. Tickets Tasks Inventory LegalHold). Ensure teams are also utilizing standard ITSM catalog(Incident management change management problem management servicemanagement)

Continuous process improvement

Identify areas for improvement work onenhancing the processes with standardization across central andcross asset needs and help remove waste
Use feedbackfrom endusers stakeholders and team members to drive decisionsabout process improvements.
Embrace a datadrivenapproach to prioritize enhancements that have the most significantimpact.

Process alignment & Training

Follow Standard processes / work instructionsto improve collaboration with central deskside team. Ensure team isworking in standard manner following established processes withother deskside teams as appropriate. Train the team and ensurestandard working among global deskside helpdesk and RTS teams whereappropriate.

RelationshipManagement

Relationship with Asset IT

Maintain positive relations with Asset IT andensure needs are met; responding to inquires andconcerns.

CustomerExperience

UserExperience

Enhancing thecustomer experience would involve a combination of technicalcompetence effective communication and a proactive approach toaddressing employeess needs
Implement efficient issueresolution processes to reduce wait times and resolve problemspromptly.
Consistently meet or exceed established SLAsto instill confidence in the IT support team.
Communicate service status updates maintenance schedules and knownissues transparently.
Use email notifications intranetannouncements or internal messaging tools with the help of locatAsset IT team to keep employees informed.
Train supportstaff to be empathetic and understanding when dealing with employeeissues.
Acknowledge the impact of technical problems onemployees work and productivity.

Skills Required

Leadership Skills

DecisionMaking: Strong decisionmaking skills tomake informed choices and prioritize tasks effectively.
Team Building: Building and maintaining a highperforming team byfostering collaboration trust and motivation.
ConflictResolution: Skill in resolving conflicts and disputes within theteam or with users.

Customer centric approach

Customer Relationship Management: Building andmaintaining strong relationships with customer andstakeholders.
Customer Advocacy: A focus onunderstanding and representing the needs and expectations of userbase.
Communication: Excellent communication skills bothwritten and verbal to interact effectively withcustomers.

Technical knowledge

Strong ITSM (SNOW) knowledge and processesexpertise
Technical Knowledge: Understanding of thetechnical aspects of the services being delivered.
ITInfrastructure: Knowledge of IT infrastructure components andtechnologies.
Security Awareness: An understanding ofsecurity practices and the ability to ensure that services meetsecurity requirements
Strong domain knowledge isessential to succeed in this role. Good understanding of O&Gbusiness and especially the Hess line of business will be a hugebenefit.

Service Management knowledge

Service Level Management: Understanding andmanaging service level agreements (SLAs) and ensuring servicequality.
Incident and Problem Management: Expertise inhandling incidents problems and escalations effectively.
Process Improvement: Knowledge of process improvement methodologiessuch as Six Sigma or ITIL to enhance service efficiency

Training& skill development

Individual would need to be trained/knowledgeable of alllocal deskside team tasks and processes to be able to assist userprovide backfill for any members and able to train any new desksidetechs

ProblemSolving

Analyze complex situations identify problems proposesolutions and quickly make decisions to address servicerelatedchallenges

Adaptability & Innovation

Adaptability: The capability to adapt tochanging technologies customer needs and market trends.
Innovation: Encouraging and driving innovative solutions to improveservice delivery.

ATD Technology LLC is acertified minority woman owned business that creates opportunitiesto match qualified individuals with client programs while meetingall parties financial and technical goals. ATD is a full serviceprovider with offerings in Contract Permanent and TemptoPermstaffing solutions. We serve Fortune 1000 mid cap and small capcompanies in the Commercial Public and Governmentsectors.

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