Title: FSO/Desktop Manager/Lead

Location: Atlanta, GA

FullTime (Permanent) Position

Scope of Support, Roles and Responsibilities

• Manage and Lead the Local IT Support team providing Hands and feet in HCL client’s computing environments consisting of end user devices, device installed software and access to remotely managed Application Systems across Customer end user profile types, including:

o Corporate office end users o Remote/Home office end users

o Cement & Ready-Mix manufacturing facility end users o Mobile end users

o VIP end users

• Work closely with WestRock IT leaders and ensure HCL’s deliverables are delivered as per agreed Service Level Agreement (SLAs)

• responsible to manage HCL deliverables described in Master Service Agreement & End User Services Scope of Work document

• responsible to review and update the existing process documents, flow charts to illustrate sequence of steps must follow and to describe logical operations involved in HCL’s deliverables for End user services

• responsible to ensure HCL’s Local IT resources working in dedicated and dispatch sites are fully adhere to Health and Safety guidelines of WestRock

• required to visit various WestRock Offices/sites to meet local business leaders and collect their feedback for the IT Services provided by HCL

• Supervise, Lead and govern the entire team across regions to ensure HCL technicians provide a quality service to WestRock end users

a) Lead the entire Local IT(FSO) team

b) Work along with other tracks for any coordination

c) Motivate team members and control attrition.

d) Have good customer connect

e) Should be able to share operational reports as agreed.

f) Support Installations, Moves, Adds, and Changes (IMACs) requirements.

g) Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and Changes for all EUC Equipment, Software, and related Services at designated Customer Sites;

h) Coordinate, plan, and schedule IMACs with all affected IT functions (whether the function is included within the Services provided by Provider, as a Customer-retained function, or a Third Party); and

i) Coordinate all internal and external functions and activities to achieve high-quality execution of the IMACs, to meet Service Levels, and to minimize any operational interruption or business disturbance.

j) Recreate and document the processes to enable IMAC execution for each Software and/or Equipment Component, and obtain Customer's approval for such processes and documentation;

k) Obtain from Customer a list of individuals authorized to approve IMAC and Project IMAC Service Requests, including specific approval and authorization required for IMACs that include Changes to Software. This list

may change from time to time and should be updated on a regular basis;

l) Receive IMAC related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization;

m) Communicate with Authorized Users if there is any issue with an IMAC related Service Request and attempt to resolve or escalate same appropriately;

n) Coordinate and communicate with designated Customer personnel or other Third Parties, concerning scheduling and requirements so as to minimize the impact on Authorized Users;

o) Conduct, or confirm a Site survey has been conducted, to determine the location(s) of the IMAC and any special requirements at the location(s);

p) Coordinate any physical space requirements as determined during the

Site survey review;

q) Confirm that all Equipment, Software, parts, Network, Cabling, or any other services necessary to execute the IMAC will be available as of the date(s) scheduled for the IMAC;

r) Confirm the new and/or existing Configuration of the Equipment and Software associated with performing the IMAC.

s) Confirm that the installation and/or de-installation procedures associated with performing the IMAC are valid for execution of this IMAC, including Backup, contingency, and test procedures;

t) Schedule and dispatch appropriate technicians, including Third Party

Vendors to the IMAC location;

u) Treat every client like a VIP, strengthening the relationship as well as engaging users who otherwise might disengage from IT

Education & Skills

Details of qualifications and essential skills:  Bachelor’s degree or equivalent

• Preferred MCP/MSCE/MSCA or HDI CSS

• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and

Change Management preferred

Soft Skills:

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Good working knowledge of MS OFFICE (Including MS Project and Visio)

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive HCL’s value and its methodology

Other Skills:

• Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.

• Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

• Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

• Ability to learn new information quickly and the willingness to do so at all times

• Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.

• Customer Focus  Teamwork

• Technical Expertise

• Interpersonal Effectiveness

• Concern for Order and Quality

Job Type: Full-time

Salary: $40.00 - $42.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Deer Park, NY: Relocate before starting work (Required)

Work Location: On the road