Team Lead - Enterprise Service Delivery
Description
The Enterprise Service Delivery Team Lead works with team members to meet the systems administration needs of State Enterprises by ensuring tasks are completed on time and work is of high quality. This may include technical support, hardware and software support, incident troubleshooting and resolution, and project management.
The Enterprise Service Delivery Team Lead is responsible for managing the daily operation of a System Administration team and prioritizing work to ensure State Enterprise incident, project and day-to-day tasks are completed in a timely manner. They ensure new and current staff are trained on the technologies and products they support and will coordinate cross-training as needed. They leverage their technical expertise and product knowledge, as well as that from their team and others in the organization, to provide direction to the rest of the team. Will work closely with the Director of Enterprise Service Delivery to identify learning opportunities as knowledge gaps and/or new requirements dictate.
Responsibilities
- Setting priority of work among their team.
- Ensuring team tasks are completed on time and deadlines are being met.
- Create and maintain a culture of ownership and accountability by demonstrating to the team how to own and manage technical issues.
- Takes the initiative to learn new technologies as technical landscapes change.
- Work with multiple business units to define and document technical requirements for new projects and enhancements to existing solutions.
- Ability to listen and understand client issues and requests, define problems, collect data, establish facts, and draw valid conclusions.
- Independently research, determine level of urgency, and identify the best solution to each technical issue in a timely and appropriate manner.
- Exhibits ability to prioritize workloads and understands when issues should be escalated to senior leadership or assigned to another team.
- Ability to troubleshoot escalated issues, digging into the root cause and working with other teams to resolve the issue as needed.
- Maintains communication with customers until an incident or issue is resolved.
- Act as an escalation point for team members and works directly with other teams and departments to resolve issues.
- Communicates effectively with multiple personality types while maintaining a calm and confident composure.
- Applies knowledge in ways that help to create, refine, and improve processes and procedures.
- Ability to develop plans to test and implement solutions without disruption to the daily business.
- Prepares and implements training plans for team members.
- Contributes to the development of constructive and cooperative working relationships within the team and helps maintain them over time.
- May assist in recruitment of new staff members.
- Works with team members helping and assisting as second level of support based on high level of knowledge. Will also work with other department team members as needed.
- Conducts one on one meetings with team members to discuss current expectations and performance, and additionally, correct any poor performance.
- Conducts yearly performance evaluations of team members.
- Approves PTO, Sick, and volunteer requests.
- Approves timesheets where applicable.
- Approves expenses where applicable.
- Occasional travel to Tyler DSD locations possible.
Qualifications
- Technical troubleshooting experience (Minimum of at least 5 years).
- Technical degree(s) and/or certification(s) recommended.
- For internal candidates, minimum Solid review rating in all areas on performance evaluation.
- Demonstrated excellent leadership skills.
- Prior Systems Administration experience or similar role experience (Minimum of at least 5 years) in a Linux and/or Windows environment.
Additional desired skills
- Experience with AWS
- Experience with Azure
- Experience with Terraform
- Experience with Docker and/or other containerization products.
- Experience with both Linux and Windows server environments
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