technical service lead

Job Title: Technical Service LeadSalary Range: $75,000-$85,000/yrDuration: PermanentJob Site: 5 days a week onsite in Cleveland OhioShift: M-F 7am-3pmRequired Skills:5+ years of experience in an IT service team role in an ITIL environment5+ years of experience working with and supporting and MES system (tulip prefered)5+ years of experience working in a Service Management team5+ years of experience in Service Reporting.Experiences in identifying and implementing proactive actions to reduce Incident volumes, mitigate Security related and/or repetitive Incidents plus other Service Improvement activities. 5+ years of experience of providing IT Support within a manufacturing environment to meet our contractual obligations under Defence Federal Acquisition Regulation (DFAR) and Cybersecurity Maturity Model Certification (CMMC) standardsITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks. Broad business and technical awareness of Microsoft, Network Infrastructure, Security and application technologies, alongside end user devicesSufficient level of IS/IT business awareness. Working knowledge of the Avon's chosen service management tool or other comparable Service desk toolsets Knowledge of reporting methodologies and good communication skillsDay to Day:The Technical Service Lead is an IT Support professional with the technical capability to Resolve and assist in resolving IT related issues via email, phone, remote access and in person. This Technical Service Lead role within the IT Services team has a wider Privilege Account access capability and permissions than a Service Analyst and therefore has additional and uplifted Technical and Documentation Responsibilities plus personal Accountability requirements. On this site the focus will be on network connectivity and manufacturing system SupportIn addition, this role provides guidance in the technical, people and process domains to other members of IT Services. This is key to enable the IT Services team to deliver a highly effective, premium customer service.In common with the other members of IT Services organization the Responsibility to manage the throughput of information in IT's service operation toolset ensuring information entered in to systems is accurate and of high quality is also key to this role.

Created: 2025-01-16