IT Field Operations Technical Lead

What You'll Do

Serve as the go-to technical authority for user support, providing top-tier diagnosis, troubleshooting, and resolution for all complex issues, problems, and critical situations encountered in the field.

Work closely with the Problem Manager, contributing in-depth technical information and research to facilitate rapid and effective resolution of systemic issues.

Act as a coordinating lead for optimizing workflows, managing technical workloads, developing team skills, and facilitating critical information sharing.

Assist in the development of high-quality training materials for field operations personnel, ensuring technical proficiency and consistent service delivery standards.

Drive continuous improvement initiatives within field operations, with a strong focus on identifying, evaluating, and implementing automation opportunities.

Represent IT Service Management (ITSM) as a key technical subject matter expert on IT project teams, ensuring field operational requirements and considerations are integrated into new production roll-outs.

Build and nurture strong relationships with other technical leads across various organizational units to foster collaboration, align technical strategies, and share best practices.

Ensure timely and proper escalation of unresolved incidents to the next level of support. Proactively follow up with customers, provide consistent feedback, and maintain end-to-end ownership of problems and requests through to resolution and verified satisfaction.

Maintain a comprehensive understanding of company software, hardware, and relevant procedures and policies (including IT, Human Resources, Finance, Cyber Security, and Technical Security) that impact the user work environment and field operations.

Minimum Job Requirements

• Bachelor's degree in engineering/science/information technology discipline.
• OR Master's degree in engineering/science/information technology discipline.
• OR Applicants without a bachelor's degree may be considered based on a combination of at least 8 years of completed education and/or relevant experience.

Department of Energy (DOE) Order 426.2A Requirements

• Strong technical aptitude with proven problem-solving skills in diagnosing and resolving IT issues.
• Excellent customer service orientation and interpersonal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in utilizing service management tools.
• Knowledge of common operating systems, network concepts, and peripheral devices.
• Ability to research and apply technical information from various sources (e.g., internal knowledge base, vendor documentation, online resources).
• Proficiency with ServiceNow for incident management.
• Adept at working in a technically demanding and rapid-pace environment.