Workplace Operations Technical Lead Americas
WSP Global Inc.
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Job summary
WSP Global Inc. is seeking a Workplace Operations Technical Lead for the AMERICAS Hub to ensure efficient operation of internal workplace services. You will lead the IT Operations team, mentor staff, and coordinate with global teams on service performance, security, and continuity.
The role requires 8+ years in workplace operations with strong Microsoft 365 and ITIL experience, and the ability to work across global sites with occasional on-call rotation.
Qualifications
- Bachelor's degree in information technology, Computer Science, Engineering, or related field.
- At least 8+ years relevant and practical experience in a Workplace operations role and technical leadership.
- Advanced in-depth and broad knowledge of Workplace services and infrastructure.
- Experience in large/global enterprise IT with multiple distributed sites.
- Experience working in ITIL-aligned Service Management.
- Knowledge of core Microsoft services: Active Directory, Exchange/Exchange Online, Teams and SharePoint.
- Proficiency with Microsoft 365 applications including Intune and MDM; SCCM knowledge.
Responsibilities
- Act as senior agent representing all operational activities.
- Mentor and provide oversight, coaching, and training to technical support staff.
- Guide team members with troubleshooting technical issues.
- Monitor service performance and report on metrics.
- Establish work specifications and technical direction.
- Collaborate with Build and Service Excellence teams on improvements.
- Participate in follow-the-sun global support.
- Contribute to business continuity through new policies and redundancy.
Skills
Education
Tools
Job description
At WSP, we are driven by inspiring future-ready pioneers to innovate. We're looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure. This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!
WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. WSPs vast global network is today comprised of over 1,000 offices, 29 data centres, 1,300 data circuits, and used by over 65,000 users.
To ensure the efficient operation of WSPs internal Workplace services in the AMERICAS Hub, we are seeking a talented and experienced Operations Technical Lead. This role will be part of the IT Operations team and report to the IT Infrastructure Operations Manager in the designated Hub. The overall team is dedicated to support IT infrastructure operations which includes network, compute, cloud, and workplace systems and services. You will manage and maintain all aspects of Workplace operations with a primary focus on the services within the designated Hub.
Acting as senior agent representing all operational activities.
Mentoring and providing oversight, coaching, and training to technical support staff.
Guiding team members with troubleshooting technical issues.
Supporting the specialists to manage, monitor, and tune overall service performance, stability, and security.
Contributing to all operational activities as needed.
Oversight and support of all related service supplier and/or manufacturer activities.
Be the point of contact when it comes to technical escalations.
On-board new technical support team members.
Monitor service performance and report on metrics.
Establish work specifications and technical direction.
Actively work with the Build and Service Excellence teams to stay informed on service improvement opportunities, regulations, trends, emerging technologies, and best practices.
Participate in a follow the sun model to ensure global support.
Participate and collaborate in implementing redundant systems, policies, and procedures for business continuity.
Participate and collaborate in implementing new requirements and/or new services.
Participate and coordinate the work associated to preventive maintenance.
Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation.
The ideal candidate would meet all, or most of the below criteria:
Bachelor's degree in information technology, Computer Science, Engineering, or related field. Master's degree an asset.
At least 8+ years relevant and practical experience in a Workplace operations role and technical leadership.
Advanced in-depth and broad knowledge of Workplace services and infrastructure.
Vendor certifications not a requirement, proven practical experience preferred.
Experience working in large/global enterprise IT with multiple distributed branch/campus sites.
Experience of working within ITIL aligned Service Management organization.
Knowledge of the core Microsoft services:
Active Directory
Exchange and Exchange Online
Teams and SharePoint
Practical knowledge of Microsoft 365 applications and services, including Intune and MDM.
Knowledge of Microsoft Endpoint Configuration Manager.
Excellent written and spoken English is required.
Competency in French or Spanish is an asset.
Excellent interpersonal and communication skills, able to interact with all layers of management, across Hub and workstream boundaries.
Able to serve as a strategic advisor and contribute to overall IT service performance.
Can translate complex business and technical needs into objectives and deliverables.
Ability to work independently across multiple areas with general business direction, as needed.
Strong ability to lead, coach, and mentor employees at all levels.
Strong organizational and project management skills, with excellent documentation abilities.
Excellent analytical and diagnostic problem-solving skills with the ability of providing solutions to highly complex problems.
Demonstrated experience in understanding and demonstrating compliance with information security requirements.
Knowledge and experience in performing information security practices in the management and delivery of infrastructure and operations.
WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee's career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.
Compensation: Expected Salary (all locations): $92,500 - $213,000 WSP USA is providing the compensation range that the company in good faith believes it might pay and offer for this position, based on the successful applicant's education, experience, knowledge, skills, abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, and/or federal law.
Expected Salary (Colorado only): $92,500 - $213,000
WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant's education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, and/or federal law.
- To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.
- Travel Required: 10%
- Job Status: Regular
- Employee Type: Full
- Primary Location: NEW YORK - PENN PLAZA
- All locations: US-AK-Anchorage, US-AL-Mobile, US-AZ-Tempe, US-CA-El Centro, US-CA-Irvine, US-CA-Long Beach, US-CA-Los Angeles, US-CA-Oakland, US-CA-Walnut Creek, US-CO-Aurora, US-CO-Colorado Springs, US-CO-Greenwood Village, US-CO-Pueblo, US-CT-Rocky Hill, US-DC-Washington, US-FL-Florida City, US-FL-Fort Myers, US-FL-Holly Hill, US-FL-Jensen Beach, US-FL-Palatka, US-FL-Panama City Beach, US-FL-Pompano Beach, US-FL-Sarasota, US-FL-St Petersburg, US-GA-Gainesville, US-GA-Kennesaw, US-GA-Savannah, US-GA-Warner Robins, US-ID-Boise, US-IL DeKalb, US-IL-Chicago, US-IL-Springfield, US-KS-Wichita, US-KY-Fort Knox, US-KY-Hebron, US-KY-Lexington, US-KY-Louisville, US-LA-Baton Rouge, US-MA-Westborough, US-MD-Baltimore, US-MD-Columbia, US-MD-Hagerstown, US-MD-Millersville Maryland, US-ME-Augusta, US-ME-Eliot, US-ME-Portland, US-MI-Holland, US-MI-Kalamazoo, US-MI-Port Huron, US-MI-Traverse City, US-MN-Minneapolis, US-MO-Creve Coeur, US-MO-Kansas City, US-MO-St Louis, US-MT-Helena, US-NC-Camp Lejeune, US-NC-Durham, US-NC-Greensboro, US-NC-Raleigh, US-NC-Wilmington, US-NE-Grand Island, US-NE-Lincoln, US-NH-Portsmouth, US-NJ-Jersey City, US-NJ-Marlton, US-NM-Albuquerque, US-NM-Questa, US-NM-Socorro, US-NV-Fallon, US-NV-Las Vegas, US-NY-Binghamton, US-NY-Buffalo, US-NY-Clifton Park, US-NY-Goshen, US-NY-Horseheads, US-NY-Lancaster, US-NY-Long Island City, US-NY-Pittsford, US-NY-Troy, US-NY-Valhalla, US-OH-Cincinnati, US-OH-Cleveland, US-OH-Columbus, US-OK-Oklahoma City, US-OR-Klamath Falls, US-OR-Portland, US-PA-Bristol, US-PA-Ephrata, US-PA-Philadelphia, US-PA-Pittsburgh, US-TN-Knoxville, US-TN-Nashville, US-TX-Austin, US-TX-Corpus Christi, US-TX-Dallas, US-TX-Round Rock, US-TX-San Antonio, US-UT-Roosevelt, US-UT-Salt Lake City, US-VA-Abingdon, US-VA-Arlington, US-VA-Chantilly, US-VA-Colonial Heights, US-VA-Emporia, US-VA-Lawrenceville, US-VA-New Bohemia, US-VA-Petersburg, US-VA-Prince George, US-VA-South Hill, US-VA-Virginia Beach, US-VA-Williamsburg, US-VA-Winchester, US-WA-Seattle, US-WA-Vancouver, US-WI-Madison, US-WI-Milwaukee, US-WI-Pewaukee, US-WY-Rock Springs
WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper.
WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee's career.
At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started?
WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race/Age/Color/Religion/Sex/Sexual Orientation/Gender Identity/National Origin/Disability or Protected Veteran Status.
The selected candidate must be authorized to work in the United States.
WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment/staffing services specific to the position at hand. Any unsolicited resumes, ... will become the property of WSP and WSP will have the right to hire that candidate without reservation - no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.
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