Team Lead, It Corporate Service

Your role
Are you passionate about solving end user issues, and providing solutions to enable a modern and productive workplace? Here within Digital Realty's IT department, we pride ourselves in our ability to focus on improving the value that Digital Realty gets from its investments in technology. Join the Digital Realty IT Engineering and Operations team to work closely with IT Corporate Services, IT Engineering, and other groups to implement and maintain quality and customer focused solutions.
What you'll do
The Team Lead, IT Corporate Services, is responsible for ensuring that the IT Corporate Services team member's deliver IT services to our end users according to identified objectives and agreed service levels. The Team Lead, IT Corporate Services, will need to have a strong customer service ethos, and be capable of interacting with both users and management to drive customer focused technical support to the Digital Realty end user in the support of IT services including workstations, laptops, operating systems, applications, software, hardware, and peripherals. The incumbent must be detail oriented, capable of leading a global team of technicians delivering technical solutions, exhibit critical thinking and problem analysis, and communicate professionally in a timely manner with the ability to adapt in a constantly evolving environment and learn new skills quickly.
Provide leadership and accountability to the local and regional IT Operations team members for daily responsibilities in support of IT end user and infrastructure services.
Provide leadership and accountability to the IT Operations team members inclusive of managed service team members to ensure proper levels of customer service are continuously delivered and ensure maximum engagement in a 24x7 operating environment.
Identify and prioritize tasks and assignments as needed for the IT Operations team members, while collaborating with peers and managers to maximize efficiency.
Work cross functionally with all areas of IT including, Application, Project Management, Engineering, Architecture, Productivity and Collaboration, Infrastructure, Network, Systems, Voice and Conferencing, Mobility, Managed Services, and IT Cyber Security
Participate in ticket coordination and overflow at identified thresholds.
Manage on-site and remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals.
Lead team member in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies.
Manage software and system images for multiple OS and hardware standards while adhering to deployment process and mentoring team members to ensure process compliance.
Collaborate with Cyber Security and IT Engineering on patching for end user compute infrastructure to minimize vulnerabilities and achieve maximum compliance.
Manage the support various for mobile device platforms while driving compliance with mobile device policy and processes.
Drive improvements in the ServiceNow platform impacting the end user experience by development of reporting, dashboards, service catalog items, service levels, customer surveys and future ServiceNow capabilities.
Maximize use of the current IT Service Management tools in the areas of incident, request, problem, change, and configuration management database, while mentoring team members to reach expert skills in ITSM process management.
Ensure that incident and request management procedures are adhered to by monitoring metrics, providing training, and coaching to team members and managed service providers.
Lead team members in best practices for incident management including detailed ticket documentation, and application of analytical skills to identify root cause and quickly determine the resolution.
Research reported problems as assigned to determine the current state, timelines, identify root cause or known error, corrective actions, and assign tasks as needed to resolve the problem within agreed service levels.
Drive optimization of the knowledge management tools to enable quick resolution for known errors, configurations, and common issues by authorizing and maintaining technical documentation and educating team members how to leverage the knowledgebase for scalability and efficiency.
Responsible for preparing weekly/monthly reporting on IT service delivery metrics and key performance indicators.
Lead recruiting activity, screening, and interviewing for IT operations candidates as directed.
Lead projects and feature enhancements meetings and calls as directed to ensure delivery as agreed.
Drive continual improvement using metrics and data to coach or train the team members and managed service providers.
Drive the delivery of end user communications, training, and programs to ensure rapid adoption of IT services.
Maintain supervisory oversight of vendor relationships and ensure compliance with licensing and support agreements.
Travel to remote office locations as directed.
What you'll need
A Bachelor's degree in Computer Science or related degree preferred, or a combination of education, training, and work experience.
Minimum 8 years' experience in increasingly complex roles supporting end users.
Minimum 2 years' experience in a leadership capacity
ITIL Foundation V3 Certification preferred with experience implementing IT service operations processes: incident management, problem management, request fulfilment, access management, and related IT Service Management tooling within ServiceNow.
Experience in working with managed service providers for IT operations support.
Subject Matter Expert in the delivery of desktop systems and applications in eight or more of the following areas with a focus on leadership and management:

Microsoft Windows 10/11 endpoint lifecycle via Autopilot, GPO, Intune, Endpoint Manager, and Azure AD

Proven leadership experience with outstanding interpersonal and communication (written & oral) skills.
Mac OS 13.x (and later) managed endpoints using JAMF PRO with Apple Business Manager and JAMF Connect
Microsoft 365 and Office 2021 (macOS and Windows)
Active Directory Administration
PowerShell or VB scripting
Application packaging and deployment Intune/Endpoint Manager, Company Portal
Print and Multifunction Device Management
ServiceNow Reporting
Process Development
Vendor Management – professional Services, cloud services, hardware and software, vendor/product scorecard, QBR
Experience with the delivery of desktop services including Windows Autopilot management and the support of the desktop application and security stack.
Demonstrated experience in working within a global organization.
Asset Management – Lifecycle maintenance of workstation inventory including tracking the status of IT assets for end user including laptops, desktops, and all peripherals. Create inventory reports upon request. Refresh laptops and desktops that become out of warranty.
Experience with vendor management and purchasing.
Experience managing licensing agreements, e.g., MS EA, Adobe, Autodesk
A bit about us
Digital Realty supports the world's leading enterprises and service providers by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, our global data center platform, gives customers a reliable foundation for scaling their digital business and efficiently managing data gravity challenges. The size and scale of our business puts us in a unique position to offer customers access to 310+ facilities in 50+ metros across 25+ countries and six continents.
A bit about our Digital team

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IT
Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it's a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.
What we can offer you
Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.
Join us and you'll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you'll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We'll also give you plenty of development opportunities so you can build a rewarding and successful career with us.
Our Compensation Philosophy
Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.
This is an exciting time to join our business so apply now and make your mark on our future.
Notes:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.
Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.
Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.
"I enjoy coming to work each day to support the team and their growth."

Isaac S.
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