Team Lead - Enterprise Service Delivery

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Responsibilities

• Setting priority of work among their team.
• Ensuring team tasks are completed on time and deadlines are being met.
• Create and maintain a culture of ownership and accountability by demonstrating to the team how to own and manage technical issues.
• Takes the initiative to learn new technologies as technical landscapes change.
• Work with multiple business units to define and document technical requirements for new projects and enhancements to existing solutions.
• Ability to listen and understand client issues and requests, define problems, collect data, establish facts, and draw valid conclusions.
• Independently research, determine level of urgency, and identify the best solution to each technical issue in a timely and appropriate manner.
• Exhibits ability to prioritize workloads and understands when issues should be escalated to senior leadership or assigned to another team.
• Ability to troubleshoot escalated issues, digging into the root cause and working with other teams to resolve the issue as needed.
• Maintains communication with customers until an incident or issue is resolved.
• Act as an escalation point for team members and works directly with other teams and departments to resolve issues.
• Communicates effectively with multiple personality types while maintaining a calm and confident composure.
• Applies knowledge in ways that help to create, refine, and improve processes and procedures.
• Ability to develop plans to test and implement solutions without disruption to the daily business.
• Prepares and implements training plans for team members.
• Contributes to the development of constructive and cooperative working relationships within the team and helps maintain them over time.
• May assist in recruitment of new staff members.
• Works with team members helping and assisting as second level of support based on high level of knowledge. Will also work with other department team members as needed.
• Conducts one on one meetings with team members to discuss current expectations and performance, and additionally, correct any poor performance.
• Conducts yearly performance evaluations of team members.
• Approves PTO, Sick, and volunteer requests.
• Approves timesheets where applicable.
• Approves expenses where applicable.
• Occasional travel to Tyler DSD locations possible.

Location

Overland Park, Kansas

Travel

0-5%

Qualifications

• Technical troubleshooting experience (Minimum of at least 5 years).
• Technical degree(s) and/or certification(s) recommended.
• For internal candidates, minimum Solid review rating in all areas on performance evaluation.
• Demonstrated excellent leadership skills.
• Prior Systems Administration experience or similar role experience (Minimum of at least 5 years) in a Linux and/or Windows environment.

• Experience with AWS
• Experience with Azure
• Experience with Terraform
• Experience with Docker and/or other containerization products.
• Experience with both Linux and Windows server environments