End User Support Services Technical Lead

Company:

The IT Global Infrastructure Operations Technical Lead is responsible for functional/Operational leadership of the cross-regional IT service delivery, IT projects and solutions implementation.

Main responsibilities:

• Develops and maintains cross-regional IT technical tools and processes.
• Owns and maintains cross-regional IT technical knowledge base and process library
• Develops technical processes and procedures, gathers contribution and feedback from regional technicians.
• Provides guidance to regional Infrastructure Operations Support teams.
• Establishes technical training and coaching to regional Infrastructure Operations Support teams.
• Flow down new tools and product support processes.
• Coordination of tools and processes delivery for special projects.
• Reach back to technical experts in Information Technology & Operations, other IT organizations and service providers within the Boeing Enterprise.
• Provides Incident escalation support to the regional Infrastructure Operations Support team. Participating in Major Incident Management.
• Ensures consistent support tools and processes within the Boeing Enterprise.
• Leads Global Technical Forum participation for Infrastructure Operations Support teams.
• Engages in both global and regional Technical Information exchange meetings
• Coordinates executive support for the region where necessary.

The Technical Lead reports to the IT Global Infrastructure Operations Product Manager, acts as functional/operational leadership to the regional Infrastructure Operations Support team members located in, but not limited to:

Bristol, Milton Keynes, Middle Wallop, Yeovil, Gosport, Birmingham, Lossiemouth and other designated sites.

Consistently interacts with End User Support Specialists in Global locations as well as liaising with Global Fulfillment Specialists, Asset Management Teams, Business Partners and Technology Designated Experts, as well as being the BDUK Interface to other IT Infrastructure teams and Information security organizations.

The amount of travel may reach up to 30% of working time as driven by new projects, continual service improvement activities and site visits where needed. Expected significant amount of off-hours activities to coordinate dispersed teams and incident escalation support.

Competencies:

• Strong Technical skills
• Extensive knowledge of a broad range of computing systems hardware and software
• Superior knowledge of IT Infrastructure, standards and solutions
• Leadership and organizational skills
• Strong oral and written English communication skills
• Ability to take initiative
• Process and details oriented

Typical education/experience:

• At least 5 years of experience in Industry, or three years within Boeing IT.
• Technical Professional certifications highly desired.
• A degree in computer science or engineering is desirable but not essential.

Language Requirements:

Education:

Relocation:

Security Clearance:

Visa Sponsorship:

Contingent Upon Award Program

Shift: