BDO RISE is hiring - NOC Lead - Managed Service - AHM/GGN/BGLR

Job Duties:

• Monitor and manage the phone and ticket queues to ensure timely response and resolution
• Prioritize and assign tickets to appropriate team members based on urgency and expertise
• Identify and engage Subject Matter Experts to assist with complex issues
• Provides additional technical support to team members and will sometimes be a escalation resource
• Facilitate communication between SMEs and team members to ensure efficient problem-solving
• Lead incident management efforts, ensuring timely identification, communication, and resolution of incidents
• Communicate incident management status and updates to stakeholders in a clear and timely manner.
• Provide guidance and support to team members during shifts
• Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors
• Maintain accurate record of incidents, resolutions, and other relevant data
• Prepare reports on team performance and service metrics
• Coordinates with other leaders between shifts, ensuring smooth transitions between off-hours and business hours
• Provides exceptional client service and develops deliverables and/or solutions to issues
• Reviews and participates in project plans for the improvement of service delivery
• Facilitates the project plan making updates as directed by the management team
• Manages tasks closely to make sure they are being completed and in a timely manner
• Documents information from internal project meetings
• Escalates any issues to senior management, as needed
• Provides regular status updates on the implementation
• Fosters a positive demeanor, learning attitude and client service mentality with staff and seniors
• Other duties as required

Supervisory Responsibilities:

• Supervises the day-to-day workload of team members during shifts
• Ensures teams are trained on all relevant software
• Evaluates the performance of team members and assists in the development of goals and objectives to enhance professional development
• Delivers periodic performance feedback and completes performance evaluations for teams in accordance with Firm guidance
• Acts as mentor to team members, as appropriate

Experience:

• Four (4) or more years of professional experience in Service Delivery, IT or Professional IT Solution Services, required
• Four (4) or more years of experience supporting the Microsoft operating system suite of products, to include cloud and web/networked computing environments (Azure, Windows Server and Desktop, Office 365, MS Exchange, Active Directory, etc.), required
• Two (2) or more years of experience leading teams within the network operations center, service desk or help desk environment, required
• Must have experience with triage problems, design and identify solutions and the ability to appropriately escalated issues in fast-paced environment, required
• Strong understanding of IT Service management principles and practices, required
• Excellent communication and interpersonal skills, required
• Ability to work effectively under pressure and manage multiple priorities, required
• Experience with ticketing systems and incident management tools, required
• Relevant certifications (e.g. ITIL, CompTIA Network+, and Azure 104) are a plus
• Client facing consulting experience, preferred