IT Service Delivery Lead

Company: Disability Solutions
Location: Des Moines
Posted on: April 19, 2024

Job Description:

At FHLB Des Moines, we work each day to develop an inclusive culture that supports and leverages the complexity of a diverse workforce. This enables us to effectively serve the needs of our members and help them succeed.Direct work assignments and manage team tickets; answer support tickets that have been escalated by the Service Delivery team members as well as mentor and train staff members. Develop and manage vendor relationships. Provide support on implementation and testing efforts for ongoing IT projects. Supports success of Service Desk by carrying out or leading all responsibilities of the team, when needed. Assists manager with various department tasks (e.g. timecards, communications, monitoring work, etc.). Acts as a technology business partner to departments/divisions on technology needs. Helps direct the priorities of the Service Delivery team. Provides strategic support by planning ahead, allocating resources, prioritizing work, overseeing project status/delivery. Coordinates communication to users during major issues or proactive guidance (e.g. bank-wide reminders, FP articles, etc.). Acts as Service Delivery vendor relationship owner (VRO) for vendors and handle invoice approvals.Accountabilities:

• Responsible for assisting manager with various department tasks.
• Monitor and assign items in ServiceNow Service Delivery queue to Technicians and Specialists as needed.
• Build and maintain strong relationships with users across the Bank.
• Provide guidance and consultation for applying technology to business activities.
• Responsible for the configuration, optimization and monitoring of Gold Master images for use in the virtual and physical Desktop Environment.
• Manage and support VDI hosts and clusters while collaborating with infrastructure to manage the VDI servers.
• Lead and coordinate the Service Delivery datacenter cutover efforts.
• Help perform high-level root cause analysis for service interruptions.
• Analyze, troubleshoot, and resolve hardware and software issues involving third-party vendor support as needed.
• Assist with application and OS image design and creation.
• Develop and maintain complex Batch and PowerShell scripts.
• Support and mentor Service Delivery team members by providing advanced technical collaboration with infrastructure and networking for systems upgrades, enhancements, and implementations.
• Support Bank initiatives with endpoint solution design for the Desktop Environment.
• Adding, removing, and organizing computer objects within Active Directory.
• Primarily responsible for documenting, researching and resolving complex technical problems to ensure resolution in a timely manner and recommend process improvements.
• Maintain current professional and technical knowledge.
• Create and update department documentation, including responsibility for annual ServiceNow training for the Bank.
• Assist management with departmental internal controls and regulatory issues.
  • Independently conduct research to design strategies for efficiency and automation of desktop processes.
  • Manage the acquisition and disposal of hardware and software.
  • Responsible for maintaining asset management system as required, including ongoing report creation.
  • Responsible for maintaining software license tracking as required, including removal of unauthorized or unapproved software.
  • Perform and monitor team activities including:
    • Monitor incidents queue as needed.
    • Provide training/support for first call resolution to Service Delivery team members.
    • Respond to "walk up" requests as needed.
    • Perform inventory management tasks as needed.
    • Participate in on call rotation as required.
    • Other duties as assigned.Qualifications:
      • Bachelor's degree or 3-5 years of industry experience required
      • 3+ years' providing information technology solution; experience that includes at least 3 years administering business applications required
      • 3+ years' experience in VMware products (e.g., Horizon, VSphere) preferred
      • Role relevant Microsoft Certification (similar to MTA), CompTIA A+, VMware VCP or similar certification preferred
      • Knowledge and experience with ITIL Management Framework
      • Demonstrated proficiency with Microsoft Windows 10, Microsoft Office Suite including O365, Microsoft Active Directory, Android and iOS mobile devices, ServiceNow
      • Demonstrated advanced proficiency of PowerShell, WorkSpaceOne, VMware Horizon, vSphere
      • Ability to prioritize and consistently meet deadlines.
      • Experience working in a team-oriented, collaborative environment with superior customer focus and creative problem-solving skills.
      • Ability to establish effective rapport with all levels of employees and consistently provide professional customer service and training to non-technical users.
      • Demonstrated planning and organizational skills
      • Superior documentation skills, specifically processes and procedures.
      • Excellent communication skills, both written and verbal.Compensation Range:Annual Salary: $76,300.00 - $85,200.00This salary range represents the Bank's good faith and reasonable estimate of possible compensation at the time of hire. Offer to be determined by selected applicant's education, experience, knowledge, skills & abilities, as well as internal equity and alignment with market data. This role is also eligible to participate in the Bank's annual incentive plan. As part of our competitive Total Rewards package, the Bank offers 11 paid holidays, 5 weeks of PTO and a work culture that values work/life balance. Most roles are eligible for our hybrid work schedule of 3 days per week in office, 2 days per week work-from-home. We match 100% of the first 6% you contribute to your 401(k), and provide an additional 4% non-discretionary contribution to your 401(k) at the end of year. More information on our Total Rewards program can be found .At FHLB Des Moines, we celebrate diversity, work to create an inclusive culture and champion equity in all of our policies and practices. This enables us to effectively serve the needs of our members and help them succeed. FHLB Des Moines is proud to be an Equal Opportunity Employer. We prohibit discrimination on the basis of race, color, religion, sex (including pregnancy, sexual orientation or gender identity), national origin, age, disability, veteran status, genetic information (including family medical history), status as a parent or any other characteristic protected by federal, state or local law.

Keywords: Disability Solutions, Des Moines , IT Service Delivery Lead, Other , Des Moines, Iowa