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Jobs or company...

IT Service Delivery Lead - Infrastructure/ Networking/ SecOps

  • Full Time, onsite
  • Advent Global Solutions, Inc.
  • On Site, United States of America
Salary undisclosed
Checking job availability...
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IT Service Delivery Lead - Infrastructure/ Networking/ SecOps

Location: Shoreview, MN (Onsite role). Day 1 onsite.

Duration: 6 Months

Tax Term: W2

Job Summary:

This is a fantastic opportunity for a talented, customer service driven individual with broad technical infrastructure exposure, to join our diverse team and advance your career in IT working for a manufacturing business producing globally renowned products.

The IT Service Delivery Lead is a hands-on role ultimately to be located at our brand new Manufacturing facility in Minnesota reporting to the Global IT Manager for IT Service Delivery and Infrastructure and will partner with our Global MSP for technical escalations. This role will provide exceptional customer service to our colleagues based both onsite and remotely, troubleshooting and resolving tickets relating to computer hardware, software, mobile devices, networking, printers, and other technology.

Key Responsibilities:

The role will include (but not limited to):

  • Prioritize and respond to Service Desk requests and tickets in the ITSM tool in adherence to established SLAs
  • Identify and escalate complex Incidents and Problems in accordance with ITIL methodology
  • Provide outstanding onboarding/offboarding customer experience for new starters/leavers
  • Provide technical and troubleshooting assistance related to Microsoft Windows endpoints, Office 365 and other desktop applications
  • Receive, configure, support, and deploy computer hardware, phone systems, software, mobile devices, printers, networking devices and other technology tools and products
  • Execute tasks efficiently whilst maintaining strong discipline and adherence to company security policies and standard operating procedures
  • Strong focus on data and metrics to drive standardization, continuous improvement and eradication of single points of failure
  • Contribute to and maintain global documentation and knowledge base
  • Oversee and manage small infrastructure project tasks and 3rd parties
  • Occasional travel to other US sites (up to 10%)

Essential Knowledge/Experience Required:

  • 5+years experience in ITIL Service Delivery roles, technical and customer orientated
  • 5+years demonstrable experience of supporting and understanding broader IT infrastructure, including WAN, LAN, virtualization, data centers and Security Ops
  • Must demonstrate track record of delivering exceptional customer service and possess confidence to develop relationships with colleagues at all levels of the organization
  • Excellent verbal and written communication skills are critical for success in this role
  • Strong organizational skills and time management
  • Strong analytical and problem-solving skills
  • Self-starter who takes the initiative and requires minimal supervision
  • Minimum 5 years experience of supporting Microsoft Windows desktops and M365 suite, including OneDrive, Teams and SharePoint
  • Working knowledge of network concepts including TCP/IP, IP subnets, DHCP & DNS
  • Working knowledge of Active Directory and/or Microsoft Azure Entra ID, Intune and Group Policy
  • Working knowledge of Windows File Permissions and Security
  • Working knowledge of ITSM tools for example, ServiceNow or ManageEngine etc.
  • ITILv4 Certified

Desirable Knowledge/Experience:

  • Previous experience of supporting IT environments in Manufacturing or supply chain industry
  • Broad Knowledge of Cisco Networking devices
  • Broad Knowledge of SD WAN concepts
  • Broad Knowledge of VMware management suite
  • Experience of working on infrastructure projects involving site moves
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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