Management of Tier 2 support staff including day to day operations of a Global Tier 2 helpdesk serving as the escalation point for VDI related issues.
Leverage tools such as ServiceNow, MS Teams, and Confluence to meet SLAs that align with business strategy.
Monitor progress of service requests and tasks along with taking ownership and responsibility for communication with necessary staff to ensure closure within SLA timeframe.
Management of VDI migration and onboarding projects leveraging a variety of tools such as MS Teams and Jira to meet project deadlines.
Collaboratively design VDI solutions to achieve overall business goals.
Managerial responsibilities include mentoring, coaching, and counseling staff, assist in hiring, training, and developing new staff members as needed and conducting performance appraisals.
Work with the Director of VDI Services to support Projects and Continuous Improvement initiatives such as Shift Left, Expanding Knowledgebase, Process Improvement and User Acceptance Testing.
Help develop and implement policies, procedures, documentation, and best practices.
May require On Call rotation.
Other responsibilities and duties as assigned.
Preferred Skills :
Excellent customer service skills
Ability to work within a team environment as well as independently
Successful at prioritizing the team’s work on a day-to-day basis
Strong organizational skills
Ability to monitor / track multiple tasks
Strong written and verbal communication skills
Comfortable collaborating across teams
Thinks outside the box and challenges others to do the same
Good understanding of VDI operational processes, monitoring, and reporting
Strong knowledge of Windows OS (10 & 2019 Server) and Virtual environments
Familiarity with tools such as ServiceNow and Jira to create and monitor Dashboards to drive efficiency and report on progress.
Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.
SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan.
SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.