Overview

As the Support Lead, you will lead and serve as the technical subject matter expert providing moderately complex operational support for the Desktop Governance & Compliance team. Enhance and strengthen execution of the vision and daily operations for desktop patch and security baseline, elevated access & records management, audit & risk management, and governance of new and upgraded software. Oversee, monitor, and report on work assignments, ticket/task management, goal completion and accomplishments. Support leadership efforts and ensure objectives and service level agreements are met in operational efficiency, asset management, performance management, security, and integrity of processes and systems. Lead special projects, agile story grooming and sprint planning, and perform moderately complex and varied tasks with moderate scope and latitude.

• Provide comprehensive day-to-day operational, technical, and troubleshooting support.
• Oversee and drive adherence to service level and operational agreements.
• Provide technical guidance and support to address concerns and escalations related to Desktop Governance & Compliance services.
• Recommend, develop, and maintain complete and accurate documentation for supported services.
• Lead the review and development of standard operating procedures and metrics reporting.
• Assess operational procedures (or lack thereof), identify hazards, recommend & implement controls, and monitor those controls.
• Evaluate and oversee creation and application of desktop policy and standards, and alignment with Information Security and ETS standards.
• Oversee and collaborate with other groups on governance of new/upgraded desktop software including the evaluation of risk, software currency, and cost/benefit analysis.
• Perform data analytics and trend analysis to measure performance, identify improvement opportunities, and document summaries and proposals.
• Take ownership and drive service delivery initiatives.
• Oversee technical adherence to organizational directives, standards, and instructions relating to systems under management.
• Support department efforts to orchestrate audit and risk responses, evidence collection, and remediation.
• Implement security controls to maintain operational efficiency and reduce organizational risk.
• Support effective and efficient allocation of staff resources to service projects and daily work efforts by scoping out the level of effort, length, and duration.
• Initiate and prioritize multiple activities for assigned support areas to complete functions.
• Perform root cause analysis to identify and resolve recurring technical problems.
• Lead task groups and serve on teams for projects/initiatives within the department and/or across the organization.
• Build and maintain effective relationships with team members, management, key stakeholders, and/or external contacts (vendors, etc.).
• Lead, guide, and mentor less experienced staff.
• Full life-cycle project management using agile and waterfall methods.
  o Establish and lead project teams.
  o Develop project plan/scope/schedule/cost/communications.
  o Manage resources/timelines/deadlines/quality.
  o Risk, Issue, and Change management.
  o Ensure successful project implementation.
• Perform other duties as assigned.

• Bachelor's degree in Information Technology, Business Administration, Risk Management, or related field, or the equivalent combination of education, training, and experience.
• 3 years' experience with ServiceNow, SharePoint, MS Office Suite and Power BI, Windows 11, MECM (Microsoft Endpoint Configuration Manager), and Defender for Endpoint.
• 3 years' experience in desktop software, application life cycle including patch management, and governing principles for software versions, impact and risk analysis.
• 3 years' experience in analyzing and testing internal processes, systems, and/or controls to ensure effectiveness in mitigating risks, maintaining compliance, and promoting operational efficiency.
• 3 years' experience in leading and guiding professional staff, with the ability to coordinate and set team priorities for multiple efforts to achieve goals and objectives.
• 4 years' experience in project management, coordination, issue and risk management & meeting facilitation while overseeing project execution.
• 4 years' experience in diagnosing system & process-oriented issues, presenting technical solutions, and establishing alternative processes.
• 4 years' experience in establishing and/or driving process improvement and/or operations framework methodologies, including Agile, Information Technology Infrastructure Library (ITIL), Systems Development Life Cycle (SDLC), etc.
• Strong ability to adapt and perform in an agile work environment.
• Strong experience with Microsoft Excel pivot tables and managing large sums of data, data analytics, dashboards, and other related tools and reporting.
• Strong experience in evaluating and drawing conclusions from Information Technology operations performance, reliability, and compliance metrics.
• Strong analytical and problem-solving skills, exercising initiative and using good judgment to make sound decisions, even in face of ambiguity.
• Strong organizational, planning, and time management skills with the ability to independently prioritize and execute.
• Strong verbal and written communication skills, able to present findings, conclusions, and other information clearly and concisely to a variety of audiences.
• Ability to use tact and diplomacy to exchange information and address sensitive issues.
• Strong experience with customer service and organizational change management.
• Experience developing and executing action plans and presenting recommendations to management for security posture and risk and compliance strategies.
• Ability to apply professional-level functional knowledge to identify and solve moderately complex problems.
• Proficient in drafting technical and end-user procedures.
• Experience working with all levels of staff, management, stakeholders, and vendors.

• CompTIA, PMP, ITIL, SAFe, and/or CRISC certification(s).