at WSP USA in Portland, Maine, United States
Workplace Operations Technical Lead Americas
Req ID 16655
Workplace Operations Technical Lead Americas
Who We Are
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 andmaintaininga robust IT operation to support our employees worldwide.WSPs vastglobal networkis todaycomprisedof over1,000offices,29data centres,1,300 data circuits,and used by over65,000 users.
To ensure the efficient operation ofWSPsinternalWorkplaceservices in theAMERICASHub, we areseekinga talentedandexperienced OperationsTechnical Lead.This rolewillbe part oftheIT Operations teamandreport totheITInfrastructure OperationsManagerin the designated Hub. Theoverallteamisdedicated to supportITinfrastructureoperationswhich includesnetwork, compute, cloud, and workplace systems and services. You willmanageandmaintainall aspects ofWorkplaceoperationswith a primary focus on theserviceswithin thedesignated Hub.
Related toWorkplaceservices and infrastructure:
+ Acting as senior agentrepresentingall operational activities.
+ Mentoringandprovidingoversight, coaching, and training to technical support staff.
+ Guiding team members with troubleshooting technical issues.
+ Supporting the specialists to manage,monitor, and tuneoverallservice 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 andService Excellenceteams to stay informed onservice improvement opportunities,regulations, trends, emerging technologies, and best practices.
+ Participate in a follow the sunmodel to ensureglobal support.
+ Participate and collaborate in implementing redundant systems, policies, and procedures forbusiness continuity.
+ Participate and collaborate in implementing new requirements and/or new services.
+ Participate and coordinate the work associated to preventive maintenance.
+ Ability toprovideon-call support and extended working hours when called on and willingness to accept periodic rotation.
ACADEMIC AND EXPERIENCE REQUIREMENTS
The ideal candidate would meet all, ormost ofthe belowcriteria:
+ Bachelor’s degree in information technology, Computer Science, Engineering, or related field.Master’s degree an asset.
+ At least8+years relevant and practical experience in aWorkplaceoperations roleand technical leadership.
+ Advancedin-depthand broadknowledge ofWorkplaceservices 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 organisation.
+ Knowledge of the core Microsoft services:
+ Active Directory
+ Exchange and Exchange Online
+ Teamsand SharePoint
+ Practical knowledge of Microsoft 365 applications and services, includingIntune and MDM.
+ Knowledge ofMicrosoft Endpoint Configuration Manager.
SKILLS/ COMPETENCIES/ OTHER REQUIREMENTS
+ Excellent written and spoken English isrequired.
+ 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 advisorand contribute to overall IT service performance.
+ Can translate complex business and technical needs intoobjectivesand deliverables.
+ Ability to work independentlyacross multiple areas with general business direction, as needed.
+ Strongability tolead,coach, and mentor employees at all levels.
+ Strong organizational and project managementskills, with excellent documentation abilities.
+ Excellent analytical and diagnostic problem-solving skills with the ability ofprovidingsolutions tohighly complexproblems.
+ Demonstrated experience in understanding anddemonstratingcompliance 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.
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-Sava