Fluor Associate IT Operations Specialist II in Muntinlupa, Philippines
The Service desk Shift lead is responsible in overseeing & managing the day-to-day operations of the team assigned to them under the Global Service Desk Operations Center, by working closely with the GSOC specialists & different support groups to ensure that the IT service delivery targets are met. The Shift Lead acts as the primary contact for escalations, communications, employee development, process & quality improvement and administrative related concerns.
Roles & Responsibilities:
Performs the tasks/responsibilities of GSOC specialists should the need arises
Responsible in managing the day to day operations of their designated team
Provides support & assistance to their team members as needed
Ensures Team SLOs and other key metrics are met and exceeded
Collaborates with different IT services teams to ensure end user support is met at a timely manner
Conducts monthly performance reviews
Attend meetings/conference calls with IT counterparts as needed
Coach and drives personnel to follow and comply to all Fluor processes and procedures in relation to their assigned scope of work
Manages process related escalations, conducts RCAs to derive action plans
Implements processes, changes and continuous improvements
Provides timely feedback to direct reports as needed & coordinates employee issues to their respective personnel agency managers
Provides recommendations on staffing and schedule assignments
Provides data, analysis and reports as required by the business
Conducts RCAs to analyze trends and employee performance gaps
Provides feedback & recommendations to Tower leads for any gaps to drive continuous improvement
Conduct regular team briefings/meetings to ensure team members are fully aware of any new updates or changes within the IT environment
Ensure that all Service Desk specialists comply with company policies and procedures.
Provide activity reports as and when required (e.g. open tickets, SLO compliance, etc.)
Job ID: 125353BR
State: National Capital Region
We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.
We are an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by federal, state or local law.