Job Description

On-site Technology Support Team Lead (Supervising Associate)
Enterprise Technology (ET) Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, youxe2x80x99ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure. Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.
The opportunity As part of Enterprise Technology, the On-site Technology Supportxe2x80x99s mission is to help our customers fulfil their purposes and contribute to building a better working world by providing a fit for purpose support service. The On-site Technology Support Team Lead provides this support to customers within a limited geography or site by managing a small team performing the highest level of multiple technology support activities. The position is also responsible for all aspects of staff management for their team. This professional has accountability for all aspects of end-user support for the assigned customer base, ensuring that metrics and performance standards are achieved and maintained. This professional anticipates technology support issues and creates solutions and provides support with appropriate consultation.
Your key responsibilities

• Coordinate team initiatives in order to meet customer needs consistent with EY Technology support processes and expectations. Facilitate the implementation and support of defined solutions.
• Participate in providing customer support on as required by the work demands within the supported geography.
• Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues
• Develop action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.
• Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.
• Build and maintain productive relationships with a wide range of customers within the geography supported by the local OSTS team.
• Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.
• Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.
• Maintain an understanding of the Firmxe2x80x99s business, organization and strategy and business drivers sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel.
• Maintain a thorough understanding of EY Technology organization and service offerings in order to identify how best to address customer technology needs and incidents.
• Have a thorough understanding of technology needs of key engagements and accounts located within the supported geography and have the ability to communicate unique needs and customer feedback to appropriate EY Technology personnel to ensure business imperatives are anticipated and addressed as appropriate.
• Understand and apply Talent policies for the geography supported in a consistent and fair manner.
• Participate with and provide technical consultation to senior EY Technology management as requested.
• Provide out of hours service as needed and have ability to travel within support geography as required.
• This role is required to physically work in an EY office.

Skills and attributes for success

• Advanced analytical skills are required to address major end-user incidents impacting the geography supported.
• Work independently with limited oversight from a supervisor
• Decision making responsibilities include the prioritization of work for the OSTS team and determining approaches to effectively address service delivery concerns of customers as necessary.
• Advanced technical ability to resolve customer issues
• Co-ordinate the daily activities of their team including possible virtual interaction.
• Demonstrated ability to manage all aspects of team management including hiring, development and counselling.
• Experience in the project management of IT product support
• A Bachelor's degree or equivalent work experience is desirable.

To qualify for the role you must have

• Exceptional communication, interpersonal, organizational, project and time management skills.
• Exceptional customer service attitude.
• Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment
• Ability to liaise, establish strong relationships and work effectively with all levels of customers and IT personnel.
• Ability to communicate effectively with team members, supervisor and peers.
• At least 4 years of leading teams in customer software, hardware and technology support

What we offer As part of this role, you'll work in a highly integrated, globally diverse team with the opportunity and tools to grow, develop and drive your career forward. Here, you can combine global opportunity with flexible working. The EY benefits package goes above and beyond too, focusing on your physical, emotional, financial and social well-being. Your recruiter can talk to you about the benefits available in your country. Herexe2x80x99s a snapshot of what we offer:

• Continuous learning: Youxe2x80x99ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: Wexe2x80x99ll provide the tools and flexibility, so you can make a significant impact, your way.
• Transformative leadership: Wexe2x80x99ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: Youxe2x80x99ll be accepted for who you are and empowered to use your voice to help others find theirs.

We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.
EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Make your mark.
Apply now.