IT Support Lead (f/m/d)

IT Support Lead (f/m/d)

This technical, hands on position is responsible for managing the delivery of day-to-day IT operational support team working with IT staff and service provider resources..

Achieving a high degree of client intimacy, this position will support the local Operations IT Manager in day to day and performance management of the local IT team that delivers the required level delivery, follow-up, ownership and collaboration.

Your Role:

The role of the IT Tech Lead is to ensure effective, service for all site based Users and associated ‘work from home’ Users with emphasis on an enhanced level of support for the Executive Officers, VIPs and their Executive Assistants.

The role also includes technical Event management, assisting remote teams in support of local applications, hosting, network and security services. This position will work closely with the SIAM suppliers in maintaining effective support for the site

Responsibilities:

The individual who fills this role is responsible for managing outcomes and results, improving the overall delivery of service and all communications, and support of staff’s use of enabling technologies. These include:

• Prioritization of key staff issues to successful and fast closure. Communication to all associated parties on these issues including local Leads, Executive Assistants and Executives.

• Manage all IT User service deliveries from the local team — coach, counsel and mentor team members and suppliers as required to provide effective integrated services

• Hands on technical includes troubleshooting and fix implementation of Windows, User hardware, Print management, WAN/LAN/Wifi, Meeting and Conference technologies, various Aptiv applications and tooling.

• Hands and Eyes Support for remote Server and Network teams

• Develop strong collaborative working relationships with key, local staff

• Engage IT Dublin team manages a high quality operational response that demonstrates ownership, follow-on and appropriate escalation where required

• Establish and maintain regular communications with the local Lead

• Oversee site incident management, communication to IT and business leadership, status reviews, root cause analysis approvals and follow-up actions.

• Work with the local to maintain the demand forecast for User equipment to match staffing, infrastructure capacity, and event growths

• Manage business escalations and complaints

• Prioritize IT services work within the assigned sites and keep a working log of top issues and status (managed and maintained by ServiceNow).

• Ensure effective IT Change and Problem management execution, following the ITIL framework and Aptiv standards and processes

• Provide recommendations for improvements and execution of agreed actions

• Maintain an inventory for all User related equipment including (but not limited to) PCs, Phones, printers and all other related User equipment and tooling.

• Take ownership of the User Support elements of IT Projects such as building developments, PC refresh cycles, security and other patching programs.

3 to 6 Month Deliverables:

• Effective IT/business support and communication measured by personal contact with the key business contacts at the site, and establish regular meeting and reporting cadence

• Demonstrated methodology for issue prioritization

• Ensure that the IT Team security awareness is fully up to date

Your Background:

• Bachelor’s degree in computer science/engineering or information systems

• ITIL Foundation certification

• The IT Operations Support Lead will be an overall effective customer support champion and excellent communicator. She/he will be a proven team leader, who will possess energy, and help in delivering service excellence.

• 5+ years of relevant work experience

• Demonstrated experience in leading an IT Service team addressing and solving IT and business issues with suppliers and clients

• Experience of successful support C-level Executive staff

• Excellent written and oral English skills

• Flexibility, within standard total working weekly hours, reflective of a 24/7 production environment

• Strong interpersonal, written, and oral communication skills

• General technical knowledge of IT service delivery for applications, global hosting, end user computing, and networking

• Experience of supplier management from a technical viewpoint

• Proven ability to make sound and logical judgments

• Proven ability to prioritize and execute tasks in a high-pressure environment, and make sound decisions in emergency situations

• Able to present ideas in user-friendly language

• Highly self-motivated and directed with attention to detail and excellent time management skills

• Strong customer service orientation

Some see differences. We see perspectives that make us stronger.

Diversity and inclusion allow us to be especially innovative and creative, which is critical to Aptiv’s success and the foundation of our competitive advantage.

Every day, our colleagues come together and, as a team, drive innovation, pursue new approaches to solutions, and take on challenges by each applying their unique skills, perspectives, and talents. Together, our teams are shaping the future.

When you become part of our team, you’ll be encouraged to think boldly and make your case. Thinking innovatively becomes a habit at Aptiv.

Some see technology. We see a way to make connections.

At Aptiv, we don’t just see the world differently; we work to change reality.

That means developing technologies that push the boundaries of what’s possible to make transportation safer, greener, and more connected. Over 180,000 people work at Aptiv today, spread across 44 countries and united by a common purpose. Join us, and let’s shape the future together

Are you interested in this job? Awesome! We look forward to receiving your application .

If you have any questions or would like to find out more about the position and Aptiv, please contact Mr. Sebastian Timmer, Talent Acquisition Specialist. He is happy to assist you and is available at 00 49 202 291 1243 or by e-mail at sebastian.timmer@aptiv.com

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Aptiv is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other characteristic protected by law.