job summary: The Systems IT Analyst Lead is responsible for managing the Systems IT Analysts, ensuring service delivery SLA's are met and consistently delivering quality customer service. The Lead will oversee the efficient delivery of services including security provisioning requests, TechConnect support, incident management and the escalation of system alerts. They will also play a significant role in communicating issues to support teams and IT Management. This is a fast-paced environment with frequent interactions with Business and Application teams. He/She will participate in small to medium size projects in support of the department objectives. location: Boston/Jersey City, Massachusetts job type: Permanent salary: $95,000 - 105,000 per year work hours: 8am to 4pm education: Bachelors responsibilities: Technical: Oversee the production activities and initiate corrective actions in a professional and timely manner when applicable.Provide and direct second level phone support for a variety of desktop, application, security and data accessibilityincidents/requests.Lead Incident Management activities, including the managing of the incident tickets, collaborating with support teams, effective communication of issues and detailed documentation of events.Identify negative trends from an incident perspective and follow-up with support teams to develop a solution.Administer and monitor the team's security access requests and ensure that established processes are followed.Conduct regularly scheduled team meetings, to ensure the team is current on new technology, procedures and system changes.Ensure that the System IT Analysts are properly trained on all support tasks.Lead the shift turnovers by reviewing changes, current incidents, special instructions, new documentation and staffing items. Client Support: Plan and organizes team roles / responsibilities to ensure proper staffing support.Establishes and maintain a culture of exceptional client service.Build strong relationships with all systems support teams to promote problem solving, innovation, and efficient troubleshooting for the end user community.Effectively handle user escalations to ensure their needs are met.Advocate for continuous improvement within the team and the IT Service Management process.Provide professional phone support to our global users and clients.Monitor transmissions from business partners and follow contingency plans, as needed.Serve as an escalation point for all system support teams.Review the quality of the team's incidents tickets to ensure the information is accurate, complete, and current. Maintenance: Provide environmental monitoring for all BBH locations globally.Direct, report and monitor vendor maintenance activities for multiple locations.Continually develop and review operational documentation, procedures and standards to ensure accuracy and effectiveness Education level and/or relevant experience(s): BA/BS Information Technology5 years' experience with Help Desk, Desktop Support, Systems Support,Security Provisioning or technical liaison role.1-3 years of progressive experience in a Lead position.Experience with Client Service-related functions. Knowledge and skills (general and technical): Basic knowledge of mainframe and distributed software toolsKnowledge of standard desktop tools, such as Microsoft Office suite and Lotus NotesUNIX and Windows servers experience a plusDemonstrate exceptional customer service skills when performing second level phone support of desktop, application and security needs.strong verbal and written communication skills Fluency in English.Experience meeting deadlines and service deliverablesAbility to multi-task in a fast-paced environmentstrong organization and prioritization skills Other requirements (licenses, certifications, specialized training, physical or mental abilities required) Ability to work flexible hoursMust work some overtime and some holidaysFlexibility, adaptability, and willingness to learn new thingsExperience in an ITIL environment. Must Have: BA/BS Computer Science or Business5 years Infrastructure / Application SupportExperience with incident/problem managementBroad analytical and problem-solving skills Nice to have: Financial Services experienceExp working within an ITIL frameworkExperience with automation and scheduling tools qualifications: Experience level: ExperiencedMinimum 5 years of experienceEducation: Bachelors skills: Desktop Support Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. For certain assignments, Covid-19 vaccination and/or testing may be required by Randstad's client or applicable federal mandate, subject to approved medical or religious accommodations. Carefully review the job posting for details on vaccine/testing requirements or ask your Randstad representative for more information.