Enterprise Digital & IT Lead - Global Service Desk

Parker•Cleveland, OH

57d

About The Position

Position Summary The Enterprise Digital and IT Team Lead will assist with supporting the development and management of Informational Technology systems/services. They will work closely with Enterprise and Corporate IT Leaders and staff and interact with our business partners, to manage resources to deliver efficient technology solutions while maintaining operational relationships with Parker suppliers and location contacts. Scope/Supervision and Interaction Has Direct Reports Works with Division staff and other Corporate IT staff under the direction and guidance of Enterprise management. Supervises project leaders and technical analysts. Maintains operational relationships with vendors and Parker locations.

Requirements

University Degree (or international equivalent)
Managerial experience and significant Project Leader experience
10+ Years Experience in IT
Professionalism: Excellence, timeliness and completeness of work, responsible; team attitude, quality of presentation.
Managerial skills: Supervision and coaching, customer service, planning, organization, oral /written communication

Responsibilities

Implementation and Maintenance of IT Systems and Services Implement and maintain IT systems and services while providing world class support for our global user base. This includes managing multiple teams, including Hemel SD, Cleveland SD, Irvine SD, and TechM managed services.
Efficiency and Effectiveness of Systems Continual assessment and improvement, to ensure all IT systems and services under this role's management operate efficiently and effectively. Provide solution(s) as identified securing safe and secure uptime. This includes managing all KPIs, analytics, surveys, and other supporting metrics to deliver gold standard service and support as well as drive quality assurance with accurate and transparent metrics for IT leadership.
Creation of IT Standards This role involves creating standards for IT systems and services that promote flexibility and maintainability. Establish global standards for customer support, develop and maintain corporate IT request templates and processes, implement enhanced support at HQ through the addition of “Pitstop” local support in conjunction with L2 support teams.
Identification of IT Deficiencies Identify deficiencies in IT systems and recommend solutions and improvements. This may include, for example, simplification of processes within ServiceNow, reduction and automation of call lists, enhancing support using AI. Also, will work with IT division and CORP leadership for opportunities that improve customer support functionality, cost reduction, and overall UX.
Management of Personnel and Resource Needs Ensure proper resource scaling that manages and develops in alignment with Parker's WIN Strategy and overall values and culture. Provide management with information regarding personnel, hardware, and software needs to maintain appropriate levels of systems and services. Examples include global team shift planning, application licensing needs, and seamless integration between teams.
Staff Training and Development Leadership role that ensure staff training and development opportunities support professional growth and support of IT systems, including Hemel SD, Cleveland SD, Irvine SD, and TechM managed services. Provide guidance, coaching, and drive personal growth by setting development goals that compliment annual PPP goals in collaboration and alignment with other related managed teams in this space.
Project Management Manage various enterprise IT-related projects that align with Parker division, corporate or global needs. Successfully engage and work with cross-functional teams throughout the organization to provide positive project outcomes and on-time solutions.
Training and Education Develop and train on materials and educational resources for our user community that include dynamic PowerBI dashboards, Lunch-N-Learns and individual assistance as needed. Facilitate global training to maintain consistency across all teams, create support guides and KBs for new solutions; conduct supplemental educational sessions as needed.
Personnel and Resource Needs Management Provide management with information regarding personnel, hardware, and software needs to maintain appropriate levels of systems and services. This includes addressing PC exceptions, application licensing needs and reclamation, and contractor validations.
Planning and Scheduling of IT Capabilities Direct the planning and scheduling of the development and implementation of IT capabilities. Key initiatives include global reporting, customer survey feedback, vendor assessment and management of ITSM.
Organizational Improvement Recommendations Identify organizational issues and recommend modifications or improvements. This includes addressing contractor retention issues, planning for retirements, and managing open positions within the team.