On-site Technology Support Team Lead

Ernst & Young Advisory Services Sdn Bhd; Philippines; On-site; PHP 1,500,000 - 1,900,000; Full time

Job summary

EY is seeking an On-site Technology Support Team Lead (Assistant Director) to manage a large, multi-site end-user support team within Enterprise Technology. You will drive service delivery, stakeholder engagement and vendor governance while ensuring compliance with EY policies.

The role requires hands-on leadership in EY Cebu operations and availability for travel within the geography. The successful candidate will have 6+ years leading large teams in customer software/hardware support,

Qualifications

• Exceptional communication, interpersonal, organizational, project and time management skills.
• Exceptional customer service attitude.
• Established vendor relationship management experience
• Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment
• Ability to liaise, establish strong relationships and work effectively with key local office and engagement leadership
• High level proficiency in all aspects of communicating with team members, supervisor and peers
• At least 6 years of leading large teams in customer software, hardware and technology support

Responsibilities

• Leverage multiple resources and co-ordinate team initiatives to meet customer needs consistent with EY Technology support processes and expectations.
• Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues.
• Develop action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.
• Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.
• Build and maintain productive relationships with Senior Management and Stakeholders within the geography supported.
• Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.
• Work independently and or lead projects as assigned to successful completion.
• Maintain and manage vendor relationships including oversight of adherence to SLA targets and assist as required to develop, negotiate and maintain local vendor contracts.
• Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction.
• Maintain an understanding of EY Technology organization and service offerings to address customer needs and incidents.
• Have a thorough understanding of technology needs of key engagements in the supported geography and communicate needs to EY Technology personnel.
• Understand and apply Talent policies for the geography supported in a consistent and fair manner.
• Participate with and provide technical consultation to senior EY Technology management as requested.
• Provide out of hours service as needed and travel within geography as required.
• Serve as the primary OSTS Lead for the GDS Cebu Center, providing local technology leadership and coordination.
• Drive implementation, governance, and continuous compliance of OSTS processes in line with EY policies, controls and risk management requirements.
• This role is required to physically work in an EY office.

Skills

Leadership

Communication

Vendor management

Project management

Team management

Customer service

Interpersonal skills

Education

Bachelor's degree or equivalent

Job description

At EY, you'll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

On-site Technology Support Team Lead (Assistant Director)

Enterprise Technology (ET) Enterprise Technology provides reliable, secure and resilient technology services and solutions to support over 300,000 EY people. As part of Enterprise Technology, you’ll be at the forefront of enabling innovative technologies including emerging collaboration tools and world-class technology infrastructure. Our aim is to build an outstanding customer experience with clear investment in innovation, alongside operational excellence that delivers efficient, quality services and solutions. You will work with technologists and business specialists to meet the increasing pace of our business. That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.

The opportunity

As part of Enterprise Technology, the On-site Technology Support’s (OSTS) mission is to help our customers fulfil their purposes and contribute to building a better working world by providing a fit for purpose support service. The On-site Technology Support Team Lead provides this support to customers within a large geography of a large office or multiple sites by managing a large team performing the highest level of multiple technology support activities for end users. The position is also responsible for all aspects of staff management for their team. This professional has accountability for all aspects of end-user support for the assigned customer base in the defined geography, ensuring that metrics and performance standards are achieved and maintained. This professional anticipates technology support issues and creates solutions and provides support with appropriate consultation.

Your key responsibilities

• Leverage multiple resources and co-ordinate team initiatives to meet customer needs consistent with EY Technology support processes and expectations. Facilitate the implementation and support of defined solutions.
• Anticipate technology support issues and act creatively to prioritize tasks, interpret information, and apply technical knowledge to facilitate the implementation of technical and business solutions to technology needs and issues.
• Develop action plans and strategies; oversee team members to ensure that appropriate tools, techniques, and standards are being utilized.
• Analyse the impact of decisions; and mentor others through the solution process in order to satisfy customer needs.
• Build and maintain productive relationships with Senior Management and Stakeholders within the geography supported.
• Act as a liaison between OSTS and customers supported by the local OSTS team to ensure effective communications flow on matters related to customer support.
• Work independently and or lead projects as assigned to successful completion.
• Maintain and manage vendor relationships including oversight of adherence to SLA targets and assist as required to develop, negotiate and maintain local vendor contracts.
• Document and track the status of inquiries, coordinate appropriate responses, and follow up to ensure customer satisfaction. Provide team oversight to ensure support metrics and key performance indicators are achieved.
• Maintain an understanding of the Firm’s business, organization and strategy and business drivers sufficiently to resolve and anticipate end user technology issues that affect productivity of Firm personnel.
• Maintain a thorough understanding of EY Technology organization and service offerings in order to identify how best to address customer technology needs and incidents.
• Have a thorough understanding of technology needs of key engagements, accounts and offices located within the supported geography and have the ability to communicate unique needs and customer feedback to appropriate EY Technology personnel to ensure business imperatives are anticipated and addressed and responded to as appropriate.
• Understand and apply Talent policies for the geography supported in a consistent and fair manner.
• Participate with and provide technical consultation to senior EY Technology management as requested.
• Provide out of hours service as needed and have ability to travel within supported geography as required.
• Serve as the primary OSTS Lead for the GDS Cebu Center, providing local technology leadership, stakeholder engagement, operational oversight, and coordination with local operations and business leadership to ensure seamless delivery of technology services.
• Drive the implementation, governance, and continuous compliance of OSTS processes, ensuring all operational activities, technology support services, asset management practices, and vendor engagements are executed in strict accordance with EY policies, standards, controls, and risk management requirements.
• This role is required to physically work in an EY office.

Skills and attributes for success

• Advanced analytical skills are required to address major end-user incidents impacting the geography supported.
• Work independently with limited oversight from a supervisor
• Decision making responsibilities include the prioritization of work for the OSTS team and determining approaches to effectively address service delivery concerns of customers as necessary.
• Advanced technical ability to resolve customer issues
• Co-ordinate the daily activities of a large team across potential different locations including virtual interaction.
• Demonstrated ability to manage all aspects of team management including hiring, development and counselling.
• Demonstrated experience in the project management of IT product support
• A Bachelor's degree or equivalent work experience is desirable.

To qualify for the role you must have

• Exceptional communication, interpersonal, organizational, project and time management skills.
• Exceptional customer service attitude.
• Established vendor relationship management experience
• Demonstrated ability to work on multiple projects simultaneously in a fast-paced environment
• Ability to liaise, establish strong relationships and work effectively with key local office and engagement leadership
• High level proficiency in all aspects of communicating with team members, supervisor and peers.
• At least 6 years of leading large teams in customer software, hardware and technology support

What we offer

• Continuous learning: You'll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We'll provide the tools and flexibility, so you can make a significant impact, your way.
• Transformative leadership: We'll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You'll be accepted for who you are and empowered to use your voice to help others find theirs.

We ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request accommodations.

EY is committed to being an inclusive employer, and we are happy to consider flexible working arrangements. We strive to achieve the right balance for our people, enabling us to deliver excellent client service whilst allowing you to build your career without sacrificing your personal priorities. While our client-facing professionals can be required to travel regularly, and at times be based at client sites, our flexible working arrangements can help you to achieve a lifestyle balance.

Join us in building a better working world.

EY | Building a better working world

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