Service Desk Lead Technician - Management Services

Service Desk Lead Technician
Management Services Department

Bermuda Monetary Authority (Authority or BMA) is seeking the services of a skilled and capable individual to work as a Service Desk Lead Technician in our Management Services Department. Reporting to an Assistant Director, the Service Desk Lead Technician will be responsible for managing the day-to-day operations of our Service Desk Support team, offering high-level support on a multitude of IT issues, maintaining our Service Desk Institute certification, and driving continuous improvement in our service delivery in accordance with ITIL principles.

This is a key role for the Authority, and the post-holder will be responsible for but not limited to:

• Overseeing daily operations of the Service Desk Support team who are imaging laptops, patching management of laptops and desktops, closing incidents, service requests and change tickets, monitoring ticket queues and ensuring compliance with SLA standards, providing escalation support for tickets with the ITSM system, maintenance asset management system and creating, managing and redeploying solution articles for our KB article system, and assisting when necessary.
• Providing advanced technical support for desktop computer systems, video conferencing equipment and meeting setups.
• Providing advanced technical support for all desktop operations, to ensure prompt resolution of technical issues for the end-users.
• Maintaining and also identifying and implementing improvements to enhance our Service Desk Institute (SDI) Certification.
• Ensuring alignment with ITIL principles in service operations and continual service improvement.
• Utilising a range of technology such as Workspace One, VMware Virtualization, MS Intune, Windows 10 and 11, as required.
• Identifying and implementing security protocols, leveraging best practices aligned with Security+ certification guidelines.
• Conducting research for opportunities to automate the end-to-end delivery within our IT service management (ITSM) system.
• Managing and motivating performance and overseeing the development of direct reports in the achievement of desired results through the effective use of teamwork.
• Providing managerial direction, leadership and supervision to the assigned team(s) in addition to providing support for technical and administrative issues which lead to the achievement of Departmental goals.
• Monitoring the performance of individual team members and providing routine mentoring and feedback and preparing formal performance appraisal reports as prescribed by the performance management process.
• Identifying training needs of employees and in conjunction with core competencies and L&D, establishing programmes for their development by way of formal training courses, special projects or on-the-job exposure.
• Performing other related work and special projects as assigned by management in accordance with competencies normally associated with the post.

Applicants for this position are required to have a technical and business background. Therefore, the post-holder must hold:

• A master’s degree in a computer science discipline from a recognised institution or professional body or a bachelor’s degree in a computer science discipline from a recognized institution together with a recognised technical designation (e.g. CNCT, MCDST, MCTS, MCA, CETma, CISM, CIS). Certifications in ITIL Foundation and/or Security+ would be an advantage.
• A minimum of seven (7) years of desktop support experience with three (3) years at a senior level and working knowledge of current protocols, operating systems and standards including Office365.
• Previous experience in a similar role in an IT environment would be highly advantageous.
• Must be proficient in Active Directory, Azure AD and Azure SSO.
• Understanding of Workspace One, VMware Virtualization, and Windows 10 and 11.
• Familiarity with MS Intune is a significant advantage.
• Outstanding written and oral communication skills.
• Excellent analytical and problem-solving abilities, with keen attention to detail.
• Self-motivation, strong organisational capabilities and the ability to effectively execute tasks under pressure.
• Continuous learning and developing of IT service delivery skills and staying current with system information, changes and updates.
• Willingness to work outside normal business hours, if required.

The Bermuda Monetary Authority is the integrated regulator of Bermuda’s financial services sector. We provide various opportunities for broad exposure to international regulatory issues, special projects, and work experiences.

If you are looking for a challenging opportunity in a team environment, we invite you to submit your application online via our ‘Careers at BMA’ page at www.bma.bm. Applications for this position must be received no later than 3 December 2024.

Bermuda Monetary Authority is an Equal Opportunity Employer
Individual Excellence…Collective Strength