DSS Site Lead

Responsibilities

• Ownership of Site day-to-day operations and performance.
• Technical leadership and Incident oversight.
• Leading onsite L2 and L3 DSS Technicians Training, Onboarding, and Development.
• Communication with onsite Technicians and onsite leadership.
• Setting standards for behavior and leadership.
• Physically fit to walk through large areas, able to work after hours and weekends if necessary or required by the customer.
• Knowledge of using ServiceNow as the ticketing tool.
• SPOC for TMNA Site Manager, acting as an IT business partner on site and collaborating with site leadership and other local stakeholders.
• Maintaining a friendly relationship with TMNA Users and TMNA Managers.
• Managing the DSS team at the site; conducting Daily Standups.
• Managing day-to-day operations in the Site.
• Managing work assignments to the DSS site team.
• Managing people tasks including Shift Schedule, Leaves management, Overtime Management, Training Requirement etc.
• Aiding with on-boarding, training, and mentoring new L2 employees.
• Taking ownership of critical incidents and service failures, coordinating with relevant stakeholders until resolution or service restoration.
• First level of escalation contact.

Qualifications

• BACHELOR OF COMPUTER SCIENCE

Pay

Salary Range- $80,000-$85,000 Per Annum

Benefits

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.