Director – End User Experience

by Devendra

Director – End User Experience

Summary:

Director in the field of Information Technology to oversee the day to day operations of Field Service, IT Service Desk, End User Computing, Mobility and IT collaboration on a Global level. Responsible for managing and advancing support of end user service requests and computing issues. Implements operational best practices and continuous Service Management improvement. Ensures service levels are met and end-user satisfaction is achieved. Provides technical expertise for both tactical and strategic initiatives. Ensures IT processes are service oriented and business focused. Provides detail and summary reporting for key metrics. Leads, mentor and develops team members.

Responsibilities:

• Lead global teams providing IT service desk and technical end user support.
• Monitor for continuous service and process improvement.
• Develop, manage, measure and report on key metrics, KPIs, including user satisfaction, average response time, mean time to repair, incident avoidance, call deflection and end user productivity.
• Deliver End User Experience projects on time with high quality standards; operate within budget.
• Ensure “How To’s” and FAQs are documented and organized in a knowledge repository for user reference
• Coordinate and deliver technical support (Break/Fix) as needed for corporate, business and other remote site events.
• Build and manage a world class 24 x 7 Service Desk Team, including:
  • Workplace Remote Services
  • Workplace Field Services
  • Drive service desk efficiencies, ITIL, and continual process improvement across the IT organization
• PC Image Management.
  • Migrate to Microsoft’s Auto-Pilot to build profile-based images based on user roles.
  • Image Delivery
  • Application Packaging and Distribution
  • Workstation Patching
• Promote self-service tools, automation, catalog of services and the knowledge repository as mechanisms to improve service levels, end user satisfaction and productivity.
• Perform trend analyses and develop action plans for improving productivity, service responsiveness and cost efficiencies.
• Stay current in end user support, management, technologies, sourcing, compliance, policies and procedures.
• Ensure standards are followed; provide evidence for internal and external audits.
• Oversee the provisioning, deployment, management and tracking of all end user equipment and disposal.
• Manage device lifecycle replacement; maintain unit forecasts.
• Establish & Manage device standards and user profiles for device deployment.
• Own and manage Hardware and Software Vendor management for vendors that play in this space (Microsoft, Lenovo, ITS, etc.).
• Own and manage eMail Messaging services (MS O365).
• Own & manage Mobility services.
• Own & manage Collaboration technology (End User facing) and Meeting experiences.
• Own and manage migration to standard cloud storage services (MS OneDrive).
• Develops service and business level agreements to set expectations and measure performance.
• Develop Risk Mitigation strategies and Business Continuity plans.
• Employee Onboarding, specifically as it aligns to ensuring user has all required technologies available on their Day One.
• Lead direct reports and their technical teams, provide challenging assignments, training and career opportunities.
• Develop department goals, objectives, and operating budgets.

Financial Responsibilities

• Will be accountable for End User device budget and spend (approx. $4M per year). Including end-user productivity software (Microsoft O365) approx. $13M per year.

Qualifications:

• Bachelor Degree in Computer Science / Computer Engineering, Science or Business Administration.
• Relevant technical and process certifications (ITIL, HDI)
• 10+ years leadership experience within IT Operations; at least 5 years as a Director.
• Exceptional leadership skills, including the ability to supervise, lead, coach, motivate and work through others to achieve desired results.
• Experience in project planning, implementation and management.
• Experience supporting multi-OS platforms (Windows, MAC, Mobile); physical devices and VDIs.

Knowledge and Skills:

Must be able to perform complex tasks and handle multiple priorities, and can perform exceptionally under high stress conditions. Ability to demonstrate a thorough understanding of Active Directory management, Group Policy, Deployment tools, Telecom systems, and Windows Server technology.

• Engaging person that builds relationships based on trust and delivering on promises.
• Strong customer service mindset and knows the meaning of service excellence.
• Demonstrated ability to manage multiple/disparate projects at the same time.

Director, Global Network Services

by Devendra

Director – Global Network Services

Position Summary:

The Director of Global Networks will be responsible for managing global network services engineering (Build) and operations (Run) teams supporting all locations in the area of Data, Voice, & Video. This global role will report to the VP, Operational Excellence. 

This role will be responsible for managing and developing a diverse set of global resources in the areas of network engineering (implementation, capacity analysis, integration of new services, interaction with planning and architecture), network operations (network incident resolution, change implementation, capacity management, technical vendor management, network life cycle), and Voice Services (VoIP, Call Center technologies, Call Routing, etc.). This includes developing and enhancing existing technologies and processes in the areas of network transport, network security, application performance monitoring (infrastructure), and ensuring high availability, reliability, and resiliency.

Additionally, the Director will ensure that the global team adheres to all related SOP’s, policies, standards and best practices. This role will interact with other OE management, financial management, and Global IT staff including database, application, data center, IT Security, and will be integral to help manage the global infrastructure environments. This role will also collaborate directly with other IT colleagues, business partners, vendor resources and other contracted resources to ensure that the global network services team delivers best practices, continuous improvement, and to ensure our services meet and exceed business expectations.

Responsibilities:

• Manage and develop the global network organization to support the relevant country, regional and global infrastructure environments. Responsible for engineering and operational support in addition to evaluation and implementation services for new products, technologies and solutions to address corporate business requirements.
• Participate and lead Global / Regional technology and leadership discussions whenever necessary.
• Responsible for services related to network engineering and operations including private and public cloud.
• Responsibilities include, but are not limited to: Life Cycle Management, patching, capacity management, device maintenance, incident management, network security and vulnerability management, audit compliance, equipment and service decommissioning and provisioning. Manage regular maintenance and support of existing environments, as well as next generation environments and services.
• Provide leadership of Global P1 incidents.
• Identify network services gaps and lead the development of solutions including process, procedures, tasks and options to address the detected situations.
• Ongoing process improvement whereby the entire team participates in drafting support documentation and operational procedures and applying automation to operational procedures where possible.
• Working with Regional and Global IT will be involved in the support of new technology solutions and helping where necessary to map the business requirements to systems/technical requirements.
• Present new concepts and ideas to IT Management to establish or update standards on an ongoing basis.
• Assist in all compliance requirements around Qualification, change control, IT CMDB administration, helpdesk ticketing and supplier SLA/SLO’s. Produce and report on key operations metrics to prove out KPIs, key operational performance measures, SLA’s at Operational and Executive level.
• Engage all necessary support personal internally and externally as needed and resolve the issues to meet the goal of business stability.

Qualifications:

• Must be a versatile and experienced IT leader with the ability to perform under pressure, highly motivated and results oriented.
• Undergraduate degree in IT/MIS is required.  Also, related IT certifications are a plus.
• 10+ years’ experience in Enterprise IT Leadership role.
• Experience in planning, organizing and developing information technology tasks, projects, policies, procedures and best practices.
• Practical experience developing and managing IT Infrastructure operations.
• Experience operating within a large complex network environment with large number of diverse equipment and services (internal and external).
• Practical experience in dealing with and managing situations with vendors.
• Telecom services and expense control management.
• Vendor management of carriers (AT&T, Tata, etc.).  
• Broad range of experience with enterprise voice systems (Avaya, Cisco, Siemens, Mitel, etc.).
• Experience with UCaaS implementations and management preferred.
• Strong communications skills in English (written and oral), particularly with managing IT operations. Must be able to communicate across all levels of IT and Business users.
• Demonstrated ability to apply IT related knowledge and experience in solving problems or complex issues or faults. 
• Strong knowledge of business acumen, business processes, operations management, budgeting and IT business office operations.
• Good understanding of large enterprise applications solutions including database and server connectivity designs is preferred.
• Solid understanding of project management principles.
• Disaster Recovery and Business Continuity (DRBC) in large complex IT organizations is required.

Knowledge and Skills:

• Key in this role is the ability to develop and sustain durable partnerships with business leaders. Must provide relevant insights, expertise and advice on Network Services. Will lead and participate in operations reviews with IT senior leadership. Drive all Network support for maximum availability and reliability in compliance with IT standards.
• Business Analysis experience will assist with developing deep and broad business functional and application domain knowledge as context for the network supported business services.
• Drive Strategic Sourcing Relationships by developing relevant support sourcing strategy and Review existing service provider agreements for improvement opportunities and implement appropriate changes.

Creative Director

by Devendra

Job Title: Creative Director

Location: Miami

Type: Perm / On-site

SherlockTalent is seeking a full-time Creative Director who can guide all projects and be responsible for the overall quality of work produced by the creative department. The Creative Director is a dynamic position with varied responsibilities. The role requires being a reliable leader, mentor and manager for the creative team, creating the big ideas, being a savvy business-minded pitch veteran, while maintaining the ability to roll up the sleeves and keep one foot in the trenches when needed. The Creative Director will also manage two FTEs; an Associate Creative Director, and a Senior Art Director.

Essential Job Functions:

• Manage the creative process from concept to completion.
• Translate marketing objectives into clear creative strategies.
• Work closely with multidisciplinary project teams, especially IT.
• Lead and direct the creative team in the production of all marketing collateral.
• Ensure visual communication and brand standards are met.
• Oversee client pitches and proposals.
• Oversee profitability, deliverables, timelines, and budgets.
• Meet with clients or upper management to explain campaign strategies and solutions.
• Review work, troubleshoot and provide feedback to creative teams.
• Remain actively involved in hiring and training creative staff.
• Manage and cultivate the career development of staff members, including designers, art directors, copywriters, photographers, and web developers.

Requirements:

• Bachelor’s degree in related field or equivalent experience.
• Minimum 7+ years of experience leading creative ideation, concept creation, design, and production.
• Exceptional communication, presentation, problem-solving and project-management skills.
• Experience performing or managing a range of creative positions, such as graphic designer, art director, and copywriter.
• Expert knowledge of the business side of design and creative.
• Very strong soft skills that enable them to inspire creativity and work well with different personality types — all while juggling various projects.
• Strong understanding of industry trends and creative tools, such as Adobe Creative Suite, Animate, Google Studio, and other tools relevant to the field, including HTML and CSS.

Competencies:

• Problem-solving.
• Initiative and accountability.
• Polished verbal/written/presentation skills.
• Strategic thinker.
• Detail-oriented with strong organizational skills.
• Team-player.
• Great attitude and a desire to learn is always a plus.

Office-based, Non-remote position.

Prefer local South Florida (Miami-Dade and Broward Counties) candidates.

SherlockTalent loves to share a $500 referral bonus!

U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. Currently, we are unable to sponsor.

Project Manager – Security/IAM

by Devendra

Type: Contract/Temp to Perm

Position Summary:

SherlockTalent is seeking a seasoned Information Security Project Manager who will be responsible for managing and delivering on Identity & Access Management (IAM) project(s), within the constraints of scope, quality, time, and cost associated with the project.

Essential Duties and Responsibilities:

• Planning: Facilitate cross-team planning and estimation of IT Security project(s). Facilitate scope discussions and help ensure there is alignment on what is in scope across the involved teams and leadership.
• Prioritization: Help facilitate prioritization conversations if resource contention, or other project-related issues, arise. Facilitate appropriate escalation to leadership if conflicts cannot be resolved.
• Project Management: Manage and monitor inter-connected IT / IAM projects across various teams to ensure dependencies are exposed and scope is well understood.

• Track and monitor project status, ensuring risks are reviewed & mitigated, issues are escalated & resolved, and changes are documented & approved (utilizing a PPM solution).
• Facilitate periodic synchronization meetings, with key stakeholders, to help ensure a holistic and thorough solution/view of your project(s).
• Ensure proper and timely project communication to all internal and external stakeholders (status reports, steering committee, resource managers, etc.).
• Facilitate reviews of IAM project(s) with Sr. Management, as needed.

• Team Structure & Staffing: Ensure your project teams are adequately staffed for flawless execution. Forecast and track team resource needs.
• Budget Management: Proactively and accurately manage IAM project financials to meet department planning, forecasting, and reporting deadlines.
• Risk Management: Own tracking and mitigating risk & issues across IAM project(s).
• Communications Management: Develop and maintain strong working relationships with technical and non-technical teams involved with information security (e.g., IT, Business, Windows, Systems, Finance, Vendors, etc.).

Financial Responsibilities

• Acts as a steward of the company in ensuring that IAM project budgets, under management, are best utilized to achieve stated scope so that anticipated benefits are realized.
• Accountable for delivery of IAM projects within budget, on schedule, and of quality.
• Solid understanding of accounting rules for expense and capital activities.

Qualifications:

• Bachelor’s degree (preferred) or equivalent experience.
• 3+ years of Identity & Access Management experience.
• 3+ years of Information Security experience.
• 5+ years of Information Technology experience.
• 5+ years of experience in managing teams and projects.
• Relevant certification in project management (preferred).

Knowledge and Skills:

• Very strong leader
• Excellent written & verbal communication skills required.
• Expert with Microsoft Office suite of applications.
• Strong with PAM skills
• Familiarity with PPM solutions (e.g., Workfront, Jira) for managing projects.
• Deep and broad experience with IT environments including network, data centers and related technology applications.
• Familiarity with information security frameworks such as with NIST or ISO 27001.
• Demonstrated experience with stakeholder management, project management, and leading through influence.
• Proven ability to collaborate with technical peers and management, experience at building effective working relationships throughout the organization.
• Proactive, self-starter able to jump in, ramp-up and lead without a lot of oversight or direction.
• Must have ability to adapt to shifting priorities and align activities to meet organizational goals.
• Remains current with industry trends, especially as related to contemporary project management techniques as they impact corporate objectives.
• Accepts accountability.

Physical Demands:

• Should be able to show up at office environment and work at least 8 hours a day for 5 days a week.

Work Environment:

• Office environment

SherlockTalent loves to share a $500 referral bonus!

U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor currently.

Technology Manager

by Devendra

Title: Technology Manager
Location: Miami
Job Type: Full-time
Salary: $60 – $80K

SherlockTalent is actively seeking a Technology Manager to support the marketing team as the "Go-To" person for all things tech. If you can figure it out, do it. If you can’t figure it out, then manage the vendors responsible for delivering the solutions or take a quick tech training class to be able to support the platform.

This position is responsible for managing the entire company’s IT needs. From dealing with software support, to helping find new more efficient software and ways to automate tasks, to ensuring all of the software we use is maintaining a 99% up time. Most of the software we use is listed below.

You will have the "go getter" attitude and always be thinking about how to make the process better for everyone!

Requirements

• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure.

• Help define IT infrastructure strategy, architecture, and processes.

• Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.

• Assess vendors and develop test strategies for new hardware and software.

• Troubleshoot hardware and software issues related to internal IT.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience.

• 2-5 years of experience working in IT operations.

• Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies.

• Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and phone systems.

• Strong critical thinking and decision-making skills.

• Excellent project management skills and strong ability to prioritize.

• Firm grasp on IT infrastructure and operations best practices.

Experience with the following is a HUGE plus

• Information Technology: 2 years (Preferred)

• G-Suite Products: 1 year (Preferred)

• Salesforce: 1 year (Preferred)

• WordPress: 1 year (Preferred)

• Zapier: 1 year (Preferred)

• Microsoft 365: 1 year (Preferred)

• Zoom: 1 year (Preferred)

• HubSpot: 1 year (Preferred)

• API Integrations: 1 year (Preferred)

• HTML, CSS, PHP Knowledge: 1 year (Preferred)

• CareCloud: 1 year (Preferred)

• Last Pass: 1 year (Preferred)

• QuickBooks: 1 year (Preferred)

SherlockTalent loves to share a $500 referral bonus!

"U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time."