Job Description
ICT Team Leader Job ID: 177845 Posted: 29-Jul-2024 Service line: GWS Segment Role type: Full-time Areas of Interest: Administrative, Data & Analytics, Digital & Technology/Information Technology, Facilities Management Location(s): Athlone - Westmeath - Ireland Purpose of Job Role: Lab Site Operations (LSO) or Lab Ops, is a unit responsible for the operation and maintenance of the clients R&D test environment/lab/datacentre. The ICT Team Lead is responsible for the delivery of all aspects of the LSO agreement to ensure a consistent and high level service delivery through developing an excellent relationship with the internal client and external suppliers. Performance leadership of site – based account staff. Key Responsibilities: Acts as single point of contact and develops positive relationships with the client for all facilities management services issues in Ireland. Responds to problems and concerns; implements policy, rules and regulations. Manages contractual relationships and works with the clients representative to assure excellent service delivery to clients location; reviews and monitors performance in line with agreed KPI or SLA. Supports account management team to monitor and modify services deliverables in accordance to the change of business needs. Reviews and establishes procedure playbooks that demonstrate performance is being consistently delivered. Manages the effective implementation of Health, Safety and Environmental policies and procedures to minimise risk exposure to the client. Reviews and manages contract documents to ensure consistency and adherence with client master contract and CBREs corporate standards. Ensures superior delivery of all contract deliverables including measurable value – add, innovation, continuous improvement and ‘dark green’ customer satisfaction feedback. Typical Interfaces: Colleagues in various units and specifically in Lab Site Operations (LSO) and in other Lab Operations units, other technicians and engineers, Line Management, Project Management, Local Facility Management Organization, 3rd party suppliers, etc. Tools & Resources: The ICT Team Lead is expected to have broad-based technical competence and to be familiar with IT and networking concepts. He/She will have a passion for IT and will have an enthusiastic curiosity for technology. Networking skills and a degree of comfort with data handling would be an advantage. Familiarity with IT hardware e.g. servers, storage, switches, routers, etc, and how they work together is definitely desirable. As well as using the Microsoft Office suite of applications, the LSO team manages and maintains the datacentre relying on a number of proprietary tools and databases, some of which are indicated below. Training will be provided for any proprietary tools or applications. Microsoft Office suite including Excel, Word, PowerPoint, Outlook, Visio. Collaboration tools e.g. MS Teams, Sharepoint. Web applications as necessary e.g. browsers, search engines, document archive systems e.g. Eridoc. eStart, a Lab Ops application for request handling and incident management. Hydra, a Lab Ops tool for data centre management. Equipman, a Lab Ops tool for asset administration. Confluence, a web-based tool for ordering and prioritising tasks/tickets in a collaborative and agile way of working. Check_MK, a monitoring tool deployed across Lab Ops technical spaces. Kill Disk – A tool for sanitising media. Other tools as appropriate and applicable. Behavioural Competences: Delivering results and meeting customer expectations. Applying expertise and technology. Able to work in a structured but dynamic environment. Following instructions and procedures. Developing competence in line with future trends. Flexibility to engage in all lab operation activities. Good team player. Self-starter. Curious and proactive. Ethical and conscientious. Qualification & Technical Competency: The ICT Team Lead will have a third level technical qualification or a minimum of two years’ experience in a relevant role. Ideally the candidate will be familiar with data centres from an ICT perspective. Familiarity with commissioning, decommissioning, and repurposing of IT hardware. A good knowledge of operational health and safety (OHS) as it pertains to working in an IT environment. Future Trends & Concerns: As Lab Ops is supporting the move into new business areas, complexity is increasing, and more demands are put on ICT Team Lead. Trends in ICT show a growing need to enhance technical competencies. The job role description of the ICT Team Lead and the competence needs connected to the job role is constantly reviewed to align with business needs. #J-18808-Ljbffr