IT Client and Operations Team Lead

Under the direction of the Infrastructure and Operations Manager, the IT Client and Operations Team Lead will provide thought leadership and work direction for our end user environment support team. This leader will partner with client and operations analysts, system engineers and key partners to define standards and ensure operationally excellent support and maintenance. This role will need to form trusted partnerships within technology and across Braun Intertec, delivering a reliable technology and support experience.

ESSENTIAL AND PRIMARY RESPONSIBILITIES

· Prioritize and guide the work of client & operations analysts including queue / ticket management, daily work tasks and project activities.

· Provide hands on user support of client devices (desktops, laptops, tablets, office and mobile phones), peripherals, software (user, security, administrative, collaboration and productivity) and facilities equipment (AV and conference room, access control, displays, printers, office and desk setup, network).

· Device deployment including the definition, configuration and setup, maintenance, security and lifecycle (onboarding / offboarding, replacement, refresh), software packaging, testing and deployment.

· Hardware and software asset management including licensing, inventory management, identity and access management, and reporting.

· Tool administration and management (operational and vendor) including ITSM, remote access, password management, user provisioning and management, and utilities.

· Financial and budget management to include managing quotes with vendors, purchasing, invoice and expense processing, and providing input to budgeting.

· Gather, manage, create, distribute, and analyze administrative, operational data, security data and information for dashboards / reporting and to identify business opportunities.

· Own, develop, maintain and ensure execution of standard operating procedures (SOPs), knowledge articles, and documentation.

· Collaborate with Business Technology team members and partners to deliver end-to-end support, including monitoring environment and execution of work, using ITSM tools and processes.

· Act as primary contact with key 3rd party partners to ensure service performance and quality is delivered in alignment with contractual agreements.

· Identify and implement continuous improvement initiatives to improve overall delivery and user experience.

· Train, mentor, and provide feedback to team members to ensure effective execution and delivery and to support individual development growth.

REQUIRED COMPETENCIES & SKILLS

Inclusivity & Core Values. Braun Intertec employee owners are required to carry out Braun Intertec Values every day and as such must possess the following competencies:

· Actively demonstrates a commitment to creating an inclusive workplace through active listening to and inclusion of diverse perspectives; demonstrates respect for all and actively works to build trust-based relationships with colleagues and clients.

· Demonstrates commitment to working safely; fully participates in Company’s safety initiatives and policies; always looks out for the health and safety of self and others.

· Is consistently responsive and follows through on commitments to self and others; provides the information others need to know to do their jobs and to feel good about being a member of the team and Braun Intertec.

· Shows initiative and commitment to ongoing learning, growth, and development; willingness to openly seek, receive, and give respectful feedback; commitment to continuous improvement of self, responsibilities, and processes.

· Champions the Employee-Owned Stock Ownership Plan through participation in the Plan and ESOP activities and events.

· Actively acknowledges, recognizes, and celebrates the contribution of others.

Position Requirements In addition, this position requires the following skills:

· High customer service orientation.

· A continuous improvement mindset with a focus on process execution.

· Attention to detail with strong organizational and planning skills.

· Strong troubleshooting skills.

· Ability to work in a dynamic work environment with competing priorities and business needs.

· Ability to balance, prioritize and perform multiple tasks including planning and execution of project activities.

· Ability to communicate (written and verbal) effectively with people at all levels of the organization and technical competencies.

· Handling and disposition of sensitive and confidential information.

· Reliable work availability, working some evenings and weekends to perform unscheduled and ‘crisis management’ tasks as required including being part of on-call rotation.

· Base conceptual understanding of enterprise security architecture, identity and access management, operating system and network administration and protocols.

Minimum Experience, Education, and Technical Skills:

· Associate’s degree or technical degree in Computer Science, Computer Networking / Systems Administration or equivalent experience.

· Three to five years of customer service / end user support.

· Five+ years of IT Client and Operational Support and / or security related experience.

· Working experience leading and guiding the work of others (direct reports, peers, teammates, partners).

· Working experience supporting Microsoft (M365, Active Directory, client and server and operating systems).

· Working experience with IT Service Management (ITSM) tools and processes (incident, request, change, release, configuration, knowledge, etc).

· Working experience with 3rd party partners to deliver work and support IT environments.

· One or more Comp TIA (A+, Tech+, Security+) related certifications preferred.

· Experience in working with geographically disbursed teams, remote users and offices preferred.

· Experience in the Professional Services and / or Architecture, Engineering, and Construction industry preferred.

Work/Environment and Physical Requirements (with or without an accommodation)

· Office type environment, using computer, telephone, other office equipment as needed to perform duties; frequent interruptions throughout day likely.

· Hearing and vision (both correctable) are essential.

· Occasionally required to lift, transport, or carry up to 50 lbs.

· Ability to physically install and replace hardware which might be located above or below desks, run wires, and setup audio video gear as required.

· Ability to work from a ladder and use basic power and hand tools.

Travel Requirements

· Position is primarily in office (Bloomington, MN) with some flexibility of being remote.

· Position may require some limited travel (locally and throughout United States); Less than 5% annually

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.

Braun Intertec strives to ensure that its careers web site is accessible to all. If you need assistance completing your online application, please email [email protected].

As an Equal Opportunity Employer, Braun Intertec is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you need a reasonable accommodation to assist with your job search or application for employment, please e-mail us at [email protected]. In your e-mail, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.