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Job Summary

Job Description Summary

Function of Role
The Executive Services Team Lead position encompasses all aspects of the Executive Services team
functions including day-to-day operations, mandatory daily administrative tasks, projects and reporting. This role is critical to the successful day-to-day operations of the ES team.

Daily Duties
In addition to providing standard "White Glove" support functions, the Executive Services Team Lead
role will be responsible for a list of daily tasks that must be concluded by the end of each business day.

The mandatory duties include the following tasks:
Executive Services team AYS open Incident and Requests report.
This report will run each morning and be sent to the Team Lead mailboxes for review each day.
The AYS report must adhere to all Incident SLA and internal SLO for the Executive Services team
Open Service Desk tickets assigned from prior day, if any.
10-minute review session with Executive Services team Manager each day before 11am
Ensure daily rounds have been completed on each Executive floor every morning
Check in on Executive Services Chat Channel each morning for check-in with team
Ensure work is distributed equally amongst location engineers
Determine if open tickets can be reassigned to remote employees when necessary for troubleshooting
and reassigned if necessary.
Ensure current Projects/critical tasks are on schedule to meet target dates



Metrics KPI’s Adherence
It is the responsibility of each Team Lead to ensure all KPI’s and Metrics are being met each day.
Daily Open Incident report
Not tickets on hold over 10 days
Ensure daily notes are entered in open tickets
Daily Open Requests report
Ensure notes are entered in ticket
Ensure all Requests are closed with 5 days of creation
Unless on-hold status has been entered
Notes are required each day up top 10 days
Future State (XLA – Experience Level Agreements are being met)
Weekly team meeting review of data points gleaned from KPI data
Assist with discovering trending data points for review management
Service desk ticket users are called within 5 min of receiving the ticket
Service desk tickets are closed after 3 business days of no response from user

Scheduling
Team Leads are responsible for ensuring adequate coverage at all Executive Services locations.
Ensure internal calendar is up-to-date with PTO and unscheduled time off
Manages events and issues to ensure that there is appropriate coverage, and that management is
updated
Updates team calendar with engineers working after-hours and business hour events.

Continual Improvement
Team Leads should set aside time to work on Proactive support processes.
Proactive support includes the following:
Gaps in coverage (staffing) and makes recommendations to prevent just-in-time adjustments
Mentors and/or coaches junior Executive Services members
Creates, updates and sunsets KB articles
Works with Management on yearly SWOT analysis

Required Job Qualifications:

Bachelor’s degree OR Technical Certification and/or College Courses and 3 years Information
Technology experience OR 6 years Information Technology experience.
Knowledge of ITIL v3 framework and ITSM systems / Knowledge of ITSM systems.
Knowledge of workforce enablement technologies.
Exemplary customer service skillset
Remote technologies; Cisco anyconnect VPN

Infrastructure domain knowledge and required technologies including 3rd party solutions.
Ability to drive the use of analytics to improve service, availability, and customer interactions.
Drive incident resolution and issues escalated by executives.
Experience working with executives in diverse situations to install, troubleshoot, resolve open items.
Provide front line executive support for the majority of incidents/problems.
Drive service introduction for new capabilities (simple/medium).
Ability to assist executives, via phone, in the evening and on weekends
Working knowledge of both Windows and MAC operating systems

Preferred Job Qualifications:
Bachelor’s degree in relevant field (IT, Engineering) or equivalent career experience.
Teams, WebEx, Jabber support

M365 applications
Cisco Conferencing equipment
Cisco anyconnect
Experience with office relocation and set-up

General Network Troubleshooting Required
DNS, ADFS, SSO, AD
SDWAN Knowledge
Solarwinds and other Monitoring tools experience a plus

Ability to work after hours and weekends as required both remote and on-site at remote locations.

Required Job Qualifications:

• Bachelor degree OR technical certification and/or college courses and 5 years of Information Technology experience OR 8 years of Information Technology experience.
• Knowledge of ITIL v3 framework and ITSM systems.
• Knowledge of ITSM systems.
• Experience with workforce enablement technologies.
• Experience working in technologies related to Workforce Enablement in supporting installation, troubleshooting, and daily support for executives.
• Knowledgeable experience with infrastructure domain knowledge and required technologies including 3rd party solutions.
• Ability to drive the use of analytics to improve service, availability, and customer interactions.
• Drive incident resolution and issues escalated by executives.
• Knowledgeable experience working with executives in diverse situations to install, troubleshoot, resolve open items.
• Point of escalation to resolve all incident / problems for executive support team.
• Drive service introduction for new capabilities (medium / complex).

Preferred Job Qualifications:

• Bachelor degree in relevant field (IT, Engineering) or equivalent career experience.

We encourage people of all backgrounds and experiences to apply. Even if you don’t think you are a perfect fit, apply anyway - you might have qualifications we haven’t even thought of yet.

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

HCSC Employment Statement:

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.