On-Site Sys Support Assoc Mgr @ Juniper Networks

Manage and refine Service Desk service level commitments and response times in consultation with end users and established corporate IT policies. Establish problem resolution expectations and timeframes along with a closed communication cycle that includes an end user feedback loop.

Continual process improvement of the function through the implementation and management of quality improvement methodologies.

This will also include the assessment of staff skill level, identification and development of individualized development plans, including necessary training and skills enhancements.

This roler will collaborate with other departments and business units to extend the functionality as new services are developed and delivered to the end users. This position will also conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts. Provide necessary vendor management to ensure the organizational strategies are achieved. Lead activities required to select vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Operational Management

Manage the processing of incoming service request via, MS Teams, Service Now and e-mail to ensure courteous, timely, and effective resolution of end user issues. Design and enforce request handling and escalation policies and procedures. Coordinate and assign necessary resources to solve issues at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

Monitor and test fixes to ensure problems have been adequately resolved. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution and self-help methodologies.

Train, coach, and mentor resources and other staff as required to improve operational effectiveness and efficiency. Maintain knowledge management process and procedures to improve function capability.

Conduct monthly feedback and participate as necessary in voice of the customer activities to ensure overall function continues to improve its customer satisfaction ratings.

Essential Duties and Responsibilities will include :

1. Responsible for budget management and forecasting.
2. Communicate openly and effectively with peers and subordinates. Mentor and coach team members on effective communications techniques.
3. Provide vendor management and product selection leadership when necessary. Establish team goals and thresholds for SLA and resource allocations.
4. Develop and demonstrate effective negotiation skills.
5. Ensure actions adhere to the direction of the company vision and values, while setting a positive example for other team members to follow.
6. Foster an environment of trust and teamwork, while recruiting and obtaining the best talent available.
7. Lead team members with respect and unyielding integrity while driving to meet company objectives.
8. Responsible for establishing IT strategy within function.
9. Responsible for developing realistic succession plans within function.
10. Participate in service development design review meetings, as appropriate.
11. Participate in IT project and service review meetings, as appropriate.

Minimum Education Qualification Requirements : Bachelor s Degree in Computer Science, Business Administration, Information Systems, Electrical Engineering, or equivalent combination of education and experience is required. Master s Degree is highly preferred.

Minimum Experience Required : Desired: Relevant related experience in Information Technology Engineering and Information Technology functions. Experience in a large global corporate environment preferred.

Specific Skills Required :

Significant business acumen coupled with strong understanding of IT and Support methodologies.

Well-developed leadership skills and demonstrated project management skills.

Demonstrable business linkage, customer service, relationship management, change and transformation management experience. Ability to translate business needs into technical strategy and IT requirements.

Planning and budgeting ability.

Analytical & conceptual skills. Strong communication and negotiation skills.

Excellent communication skills in writing, presenting, informing and active listening, team player, excellent people skills, out-of-the-box thinker, and ability to interact with all levels of resources in an organization.

Demonstrated ability to collaborate across multiple organizations and achieve results. Possess creative ability, consulting skills, leadership qualities, credibility, and self-confidence.

Broad technology knowledge (Windows and Mac environment, Networking (LAN/WAN), Security, Mobility management, etc.).

Familiarization with SIAM relationships and ITIL4 methodology and advantage.

Independence and ownership: Work with a minimum of direct supervision or guidance from others. Takes ownership for actions, seeks feedback and takes direction to support Juniper IT goals.

Desired Qualifications: Consistently shows initiative, strong teamwork for communications and collaboration, high productivity, strong organization skills, high quality/accurate work products, experience working in a global, virtual team, experience in Dynamic Leadership/conflict management training and concepts.