IT Team Lead

 Assist with developing improvements to team processes and procedures

 Build and manage a small team that focuses on delivering end-user support to clients
 Champion the platform by continuously looking for ways to enhance and improve its use
 Create and manage accounts in Active Directory and Exchange
 Create and track key performance indicators, staffing ratios, trends, and benchmarks
 Creates and manages accounts in Active Directory, Exchange, and supports a video
conferencing system
 Expert knowledge in server side network configurations, patch cabling, and other network
related tasks
 Perform periodic preventive maintenance; manage backup and disaster recovery strategy
according to departmental policy
 Perform troubleshooting procedures and design resolution scripts
 Perform troubleshooting, analysis and resolution of critical applications and batch process
issues; working with vendors and other teams as necessary
 Proven success in transforming services with the focus on optimizing the use of a staffing
across internal and external service providers
 Provide input to technical writers
 Responsible for ensuring delivery of IT services, service providers, and cloud partners
 The IT Manager will develop and report metrics on network health and security status
 The IT Manager will develop strategies and direction for network systems solutions using
current and emerging technologies
 The IT Manager will monitor network performance, ensure capacity planning is performed.
Assess and make recommendations for improvement
 The IT Manager will perform detailed analysis of packet captures to determine network and
application performance
 Track, maintain, and create key metrics and client satisfaction measures focusing on the
continuous improvement of the service
 Work on automation efforts of SDL’s product line by developing modules for deployment,
configuration management, service automation, etc
 Consult with clients and team members to develop technical solutions to complex
business/information problems
 Direct and participate with team members in the analysis, development and delivery of all
support and project work for assigned application(s)
 Initiate and execute mid- and long-term improvement projects
 Line management of the other members of the IT support team
 Manage elements of our internal infrastructure to support software deployments including
being part of the out of hours support rota
 Manage the engineer teams for all covered technologies: vmWare based virtualization,
storage systems and UNIX platform
 Participate in all phases of development starting with a conceptual model through functional
and detailed design to implementation, debugging and deployment of the software solution
  Participate in the development and evaluation of Requests for Information and Requests for
Proposal
 Perform resource planning, deployment, tracking and reporting for all assigned team
members
 Provide business process based solutions to complex problems. Act as team leader for
projects with moderate budgets or of a short to intermediate duration
 Respond to enquiries from customers in relation to the installation, functionality and
performance of supported products
 Take leader role to guide and support internal IT BA team for smooth delivery and
maintenance during daily work
 Take project leader role from IT side for CRM projects and manage both in-house and
external resource
 Take project leader role from IT side for Non-ERP projects and manage both in-house and
external resource
 Training and mentoring of the team and the team members in terms of their job performance,
behaviours and competencies
 Work with China Commercial team to keep improving CRM platform to fulfill business
change and growth
  Assist and train other IT Specialists
  CCNA Video trained/certified to manage Audio & Visual Conferencing technologies
  Develops, documents and implements standard operating procedures and customer
service guidelines
  Negotiation and vendor management
  Provides status updates and communicates frequently with/to end-users as well as with
local, regional and global support and management teams

IT Service Desk

 Align, support, and recognize staff to maintain a high performing team with high morale
 Assisting with the detection and recording of possible Problems
 Assisting with the fulfillment of Service Requests
 Assists with on-boarding of new teammates
 Demonstrates management basics-planning, organizing, directing, developing and
supervising
 Drives change, fosters team spirit, and builds a winning team
 Ensure Service Desk phones are answered, voicemails and e-mails responded to and
physical space staffed during business hours
 Escalating the process as necessary per established escalation policies
 Everyone deserves a GREAT manager - Be one! Develop your staff and nurture the next
leaders in the team
  Keeping affected business partners informed about progress
 Leverage service desk best practices and process frameworks, such as ITIL foundations, to
drive continuous process improvement
 Maintaining accurate hardware and software inventory and configuration information
 Manage on-call rotation for Service Desk teams
 Manage relationship with Tier 3 teams to drive continuous improvement while identifying
opportunities for additional Tier 1 involvement in incident resolution
 Monitoring the status and progress towards resolution of assigned Incidents
 Occasionally works during evening or weekend hours when warranted
 Perform occasional “remote hands” support for enterprise Networking, Storage or Systems
Admin teams
 Performing Incident investigation diagnosis and resolution
 Provides technical support to the organization's internal users of computer applications and
hardware
 Supervises team, including having responsibility over hiring, firing, and discipline
 Working knowledge of MS operating systems and applications

Skills IT Service Desk

 Analyzing Incidents to identify service restoration actions to be taken

 Provide hardware and software support for all supported Personal Computer and Mobile
Devices plus associated peripherals
 Provides basic support of telephony and UC systems
 Provides support of conference room audio video equipment
 Ability to manage multiple efforts simultaneously
 Ability to prioritize workload
 Ability to work in teams an in a team environment
 Ability to work well under pressure, remaining focused and calm in the face of distractions,
changing priorities in a fast-paced environment
 Detail oriented, self-starter with strong interpersonal skills
 Excellent troubleshooting and problem resolution skills
 Experience with and detailed knowledge of customer systems such as ACT!, SuiteCRM, or
Salesforce
 Platform and application knowledge
 Strong analytical and problem solving skills
 Strong business acumen, as well as strong analytical and strategic thinking abilities to draw
conclusions based on data