Helpdesk lead job description

Lead Desktop Support Analyst - Boston

Our client, a global financial services company is currently recruiting a Lead Desktop Support Analyst to join our TechConnect team.

The Lead Desktop Support Analyst (DSA) is responsible for Infrastructure Systems related projects in their assigned business line(s). The DSA seeks to understand the internal client’s business as well as their technology requirements. Duties include analysis of business requirements, assisting with business cases and ROI, as well as acting as project coordinator on all systems related implementations.
Some of your key responsibilities include:

Technical
• Monitor business unit technology needs by knowing the department and strategic direction.
• Acts as liaison between Systems technical staff and end users during trouble-shooting.
• Provide 24x7 support on rotating basis.
• Analyze processing methods and identify solutions through assessment of various system alternatives.
• Identify technology opportunities that will affect specific business area strategy and performance.
• Measure customer satisfaction, the System organization's effectiveness and specific on-going needs of the business area.

User Support/Project Management
• Work with clients to manage and prioritize technical projects.
• Manage moves, adds, changes of software and hardware for all equipment, including equipment used on desktops, in test labs and training rooms.
• Advise Desktop Support Technicians and Help Desk staff in trouble-shooting systems and equipment problems, identifying causes and recommending solutions.

Consulting
• Consult with System teams and vendors to determine department systems requirements and solutions.
• Consult with other EUC technicians and DSA’s to determine system requirements.
Qualifications:
• Bachelors degree in Management Information Systems, Computer Science, Information Technology, and/or equivalent work experience.
• 4+ years experience supporting PC hardware, op systems, software.
• Related Financial Services business background (a plus, but not required).
• Knowledge of several operating systems.
• Familiarity with LAN environments, Windows and GUI-based design.
• Analytical and problem solving skills.
• Ability to use standard desktop tools effectively, including Microsoft Office.
• Ability to work in a team environment.
• Client service skills.

What We Offer:
• A collaborative environment that enables you to step outside your role to add value wherever you can
• Direct access to clients, information and experts across all business areas around the world
• Opportunities to grow your expertise, take on new challenges, and reinvent yourself—without leaving the firm
• A culture of inclusion that values each employee’s unique perspective
• High-quality benefits program emphasizing good health, financial security, and peace of mind
• Rewarding work with the flexibility to enjoy personal and family experiences at every career stage
• Volunteer opportunities to give back to your community and help transform the lives of others

About NFF

Networking for Future, Inc. (NFF) is a Washington, DC based company offering a performance-focused approach to delivering transformational IT business solutions. We take pride in keeping users productive and engaged by providing business and IT teams with the solutions they need to improve their performance in a dynamic, connected world.

NFF is the only Cisco Gold Partner headquartered in the District of Columbia with Advanced Specializations in all major IT disciplines. In addition to Cisco, NFF holds key strategic partnerships with VMware, NetApp, Microsoft, Riverbed, Splunk and many System Integrators. NFF is an ISO 9001:2015 certified company and has been ranked in Inc. Magazine's 500/5000 Fastest Growing Companies list since 2007.

We offer expert solutions relevant to: Network Infrastructures, Data Center & Cloud, Network & Endpoint Security, Application Assurance, Collaboration & Mobility and Staff Augmentation.

About this Position / Responsibilities

NFF is looking for a Help Desk Team Lead with Kronos experience to support an Operations & Maintenance and Enhancements project for a transit (Rail, Bus, Paratransit, etc.) customer on a high visibility program in the Washington, DC area.

Responsibilities:

Provide technical support to users by researching and answering questions, troubleshooting problems, and guiding users through corrective steps
Lead and manage Kronos Tier 2 support team
Serve as Tier 2 & 3 support troubleshooting end-user timekeeping issues
Manage Kronos service desk calls, response times and customer satisfaction
Contribute to management meetings as required
Provide Subject Matter Expertise with Kronos Timekeeping and TeleStaff applications
Serve as Kronos configuration system admin configuring the different modules of Timekeeping application namely Pay Policy, Accrual Policy, paycodes, and workrules based on the requirements to be compliant with labor laws and business policies as required
Location: Washington DC or remote in Easter or Central Time Zone

Qualifications

Qualifications:

Experience working with Time and Attendance systems
Experience leading helpdesk support team
Strong Kronos Workforce Central product knowledge and configuration expertise with focus on Pay Policy, Accrual Policy, Access Profiles, and Device Management
Kronos TeleStaff product knowledge
Ability to work independently with limited supervision
Excellent verbal and written communication skills
NFF Disclosures

NFF offers a competitive salary, comprehensive benefits and flexible paid time off options, for eligible employees:

Medical, Dental and Vision, Health Savings Account, Flexible Spending Account

STD, LTD, Supplemental life insurance and ADD&D

Comprehensive 401k plan

Paid Time Off

NFF is an Equal Opportunity Employer.

Terumo Medical Corporation (TMC) develops, manufactures, and markets a complete, solutions-based portfolio of high-quality medical devices used in a broad range of applications for numerous areas of the healthcare industry. TMC places a premium on providing customers with world-class products, training and education programs that drive clear economic value, better clinical outcomes and improved quality of life for patients. TMC is part of Tokyo-based Terumo Corporation; one of the world's leading medical device manufacturers with $5+ billion in sales, 20,000+ employees worldwide and operations in more than 160 nations. Terumo Medical Corporation is comprised of two strategic business divisions: Terumo Interventional Systems and Terumo Medical Products.

Under the leadership and tactical guidance of the SAP Release Manager, the SAP Testing and Helpdesk Management Lead will collaborate with business stakeholders and consultants to help setup, administer, maintain, and support projects and test cycles in Micro Focus ALM, SAP Solution Manager for IT Service Management (ITSM) and other Helpdesk bolt-ons to meet business unit needs for the implementation and support of the SAP S/4HANA and other Enterprise programs. The SAP Testing & Helpdesk Management Lead is responsible for setting up projects, monitoring and ensuring ALM is running smoothly and efficiently and support SAP Helpdesk set-up and requirements. He/She will understand and review all related processes and procedures and ensure all constituents are aware of, and knowledgeable about the process and their role in the process. The SAP Testing & Helpdesk Management Lead will also work as required for the deployment of SAP S4HANA within the operating subsidiaries and the holding company for Terumo in North and South America.
Job Details:

* Configure new projects in Micro Focus ALM and support existing ones for SAP, IT, and other business areas, including but not limited to user access and loading test cases/scripts.
* Troubleshoot and support user issues via incidents.
* Develop and generate dashboard metrics / reports and gather data to assess timeliness and other aspects of testing in ALM
* Lead and support project test cycles
* Partner with other Process & Technology Team(s) in the setup, maintenance, and support of the Micro Focus ALM system for testing phases of the SAP S/4HANA deployment program and other projects.
* Work with other Process & Technology Team(s) in the setup, maintenance, and support of all the related IT Work Instructions, Policies and Procedures.
* Monitor and ensure core processes are running effectively and efficiently; may audit elements of ALM or IT Service Management (Helpdesk) to identify weaknesses or other opportunities for improvement.
* Identify and report on opportunity areas for further governance through Helpdesk analytics.
* Collaborate with key IT partners, managers, and development teams to ensure that key aspects of IT Service Management and Helpdesk support are recorded, measured, and reported.
* Responsible for day-to-day administration, maintenance, and support of ALM administration, SAP Solution Manager for ITSM Helpdesk systems and other enterprise programs and initiatives.
* Proactively and effectively communicate and collaborate with the SAP COE Leader, Technology Architect, Deployment Manager, PMO, Project Team and Business Stakeholders to address the need for standard Methods and Toolsets.
* Partner with other Process & Technology Team(s) in the setup, maintenance, and support of the various SharePoint trackers for ALM and Helpdesk Support of the SAP S/4HANA implementation program
* Work with Consultants/Developers to clarify any requirements as needed.
* Perform unit testing and ensure satisfaction of the documented requirements of ALM and Helpdesk systems
* Provide functional, administrative, and other IT support to ad hoc initiatives in other subsidiaries to support managerial decision making
* Collaborate, Support, and participate in the Enterprise IT Applications ALM and Helpdesk activities in other Enterprise IT Applications across other Terumo Entities as needed.
* Other duties as assigned

Knowledge, Skills and Abilities (KSAs)

* Strong Micro Focus ALM administration and Test Management skills with exposure to ITSM Solution Manager, and General IT Support
* Must be highly motivated, confident individual who can handle multiple tasks in a fast-paced environment with limited supervision
* Strong interpersonal skills, excellent communication (oral and written) and presentation skills across different levels.
* Able to work autonomously and within a team; can partner with associates at all levels of the organization and build genuine trusting relationships
* Strong problem-solving and analytical skills
* Keen sense of maturity, judgment, and diligence
* Strong ability to be organized to prioritize and support the Micro Focus ALM and Helpdesk systems to meet the Service Levels for all stakeholders.
* Exposure to Cloud computing applications as applicable to SAP software
* Familiarity with SOX and IRM compliance as well as FDA CFR Part 11 software validation processes
* Ability to perform accurately under the pressure of time constraints.
* Understanding of overall ERP systems and standard operating procedures.
* Must be trustworthy and professional and maintain confidentiality in all situations.

Background Experiences

* · Requires Bachelor's degree or equivalent experience and a minimum of 4 years relevant experience in Micro Focus ALM administration, test management and project management
* · Experience in Medical Device / Life Sciences industry preferred.
* · Experience with project and reporting/analytics preferred
* · Experience in other associated implementation tools like IT Service Management, SharePoint, MS Project, Excel, PowerPoint required

It is Terumo's policy to provide equal employment opportunity to all its employees and applicants for employment regardless of their race, creed, color, national origin, age, ancestry, nationality, marital or domestic partnership or civil union status, sex, pregnancy, gender identity or expression, disability status, liability for military service, protected veteran status, sexual orientation, atypical cellular or blood trait, genetic information (including the refusal to submit to genetic testing), or any other category protected by law. As a Company, we value diversity of background and opinion, and prohibit discrimination or harassment on the basis of any legally protected class in the areas of hiring, recruitment, promotion, transfer, demotion, training, compensation, pay, fringe benefits, layoff, termination or any other terms and conditions of employment.