Business Services, Business Support, Channel Support, Customer Support/Service, Desktop Hardware, Desktop PC, Emerging Technology, Maintenance Services, Network Architecture/Engineering, Operational Improvement, Operational Support, Operations Management, Policy Development, Product Testing, Productivity Management, Requirements Management, Scripting (Scripting Languages), Security Patches, Service Level Agreement (SLA), Software Administration, Systems Administration/Management, Systems Maintenance, Team Lead/Manager, Technical/Engineering Design, Test Design, Testing
Serve as the lead in the design, testing, and deployment of new IT solutions, hardware, and software for end-user services. Partner with support services team members, network engineers, and systems administrators to source, design, and deploy new tools, processes, and solutions to support services and DFA overall. Lead and provide direction to the Level 3 technical team in pursuit of team goals. Level 3 team members perform application administration and system maintenance services for the service operations group.
Preferred location with hybrid work schedule: Kansas City, KS or Dallas, TX
Job Duties and Responsibilities:
- Coordinate and participate in daily objectives and priorities for Level 3 team
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
- Manage all Level 3 tickets and recurring duties to completion and according to established SLAs
- Work with service operations management to identify opportunities for improvement in service operations
- Define requirements, gather input form stakeholders, and develop design solutions for technical initiatives
- Investigate, design, and build new solutions for support services and business units
- Package applications for prompt and seamless deployment by Level 1-2 staff members
- Define and maintain default images for all DFA desktop deployment hardware
- Assist in sourcing of appropriate hardware and software for DFA entities; work with vendors and management to source and test products
- Develop scripts to automate repetitive tasks within support services operations
- Continually investigate new tools and methods to improve value of support services to DFA
- Coordinate security and maintenance patching and updates for all of desktop deployment
- Monitor technical trends to ensure team leadership is aware and prepared for changes that may affect productivity
- Work with service transition leads to ensure new designs are well defined, tested, and ready for successful deployment
- Design solutions for the business and support services as needed
- Perform testing on all proposed changes to ensure compatibility with existing deployments
- Ensure all Level 3 duties are managed effectively and within established policy
- The requirements herein are intended to describe the general nature and level of work performed by employee, but is not a complete list of responsibilities, duties, and skills required. Other duties may be assigned as require
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Dairy Farmers of America Inc