Regional IT Service Delivery Lead - Information Technology

Thornton Tomasetti applies engineering and scientific principles to solve the world’s challenges. An independent organization of creative thinkers and innovative doers collaborating from offices worldwide, our mission is to bring our clients' ideas to life and, in the process, lay the groundwork for a better, more resilient future. We provide support and opportunities to our employees to achieve their full potential and cultivate a rewarding career.

Thornton Tomasetti is looking for an IT Service Delivery Lead who is a strong leader with a broad technical skillset, excellent communication skills and the ability to work and collaborate with the wider IT Team.

About the role

You’ll be wearing lots of different hats, making the role extremely varied:

•Service Desk Management

• Oversight of designated portions of centralised Global Service Desk as well as local IT Admin functions in Mumbai.
• Manage Regional ServiceNOW ticket queues, to ensure tickets are acknowledged quickly and resolved/escalated efficiently.
• Drive continuous improvements as it relates to Service Desk Resolution Rate.
• Look for opportunities to document known errors and knowledge base articles.

•Project and Vendor Management

• Lead projects such as PC Lifecycle for APAC Region, local coordination of office moves, support local infrastructure projects.
• Ensure that IT Asset Database is 100% up-to-date at all times.
• Monitor inventory levels across the Region and plan ahead, to ensure adequate stock for New Hires, PC Lifecycle etc.
• Liase with vendors as required, to purchase new computers and peripherals.

•Technical Support

• Provision of IT technical support to end users as required.
• Technical escalation point for issues which Local IT Team need help with.
• Lead problem investigations for complex issues requiring root cause analysis.

•Team Management

• Day-to-day supervision of a Team of five people in Mumbai and Vietnam.
• Train, coach and mentor IT Employees in APAC Region.
• Regular 1:1’s, Team Meetings and performance management, to meet individual and Team goals.

For IT professionals who like to take initiative, collaborate with a great team, and accomplish things you can be proud of, this is an unusually good place to work.

We are big enough to have interesting problems and fast-moving technology, but not so big that you will not be able to make a difference. We foster an open, communicative culture that empowers our teams to share knowledge and ideas across all levels and disciplines.

Qualifications & Experience:

•Strong technical skills and 3+ years equivalent work experience in a supervisory capacity.

•Preferred Certifications: A+, MSCA or MCSE. ITIL qualifications would be advantageous.

Thornton Tomasetti is proud to be an equal employment workplace. Individuals seeking employment at Thornton Tomasetti are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

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