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Lead Regional Support Analyst



IT, Customer Service
Westlake, TX, USA · Covington, KY, USA · smithfield, ri, usa
Posted on Tuesday, June 11, 2024

Job Description:

This position will be responsible for project management in the Investor Center/Remote Office space, including technology rollouts, new site openings, remodeling or relocation of Investor Centers, etc. The qualified candidate is proficient in project planning, establishing milestones / schedules, maintaining and reporting project status, and interpersonal skills. (S)he is experienced in working with virtual teams, spanning multiple time zones.

This role will also be responsible for most of the hands-on work involved in these projects, including infrastructure and desktop planning and deployment. Clear communication, professionalism, follow-up, commitment, attention to details is mandatory. Additional duties for this group include resolving hardware and software related issues, coordination and follow-up on user questions or problems and escalation to internal Fidelity departments where appropriate. Travel required for certain projects to coordinate and implement onsite technologies at Fidelity locations.

The Expertise You Have and The Skills You Bring

  • Under minimal supervision, coordinate project schedules and assignments for multiple projects

  • Oversee the health and success of Remote Offices programs / projects small to large in size

    • Creating and maintaining project plans to track projects and maintenance items

    • Run regular meetings with the team to review and prioritize maintenance items

    • Manage project scope effectively

    • Provide regular formal and informal updates to both technology and business management

  • Partner with sponsors within the technology and business units, effectively managing positive relationships and open communication

  • Collaborate with partners/vendors to define project schedules, assumptions and dependencies, issue resolution, and risk management

  • Produce and distribute status reports

  • Communicate project plan information, objectives and deliverables to the team

  • Provide guidance and training to enable other project team members to meet/exceed expectations

  • Research innovative software and hardware solutions to improve management and maintenance of the environment, present to manager and team member’s these ideas and solutions.

  • Troubleshooting Win 10-11 based desktop and laptop computers, OS X based laptops, iOS tablets, phones and desktop peripherals including printers, blackberries, displays, etc

  • The hours for this position will be flexible to cover planned or unplanned events which may include nights and or weekends

  • 5+ years managing technology projects preferably in the Financial Services industry

  • Tools: Microsoft Office Suite, Microsoft Project, Outlook, SharePoint, team collaboration tools, Visio, HP/Cisco IOS, Poly

  • Outstanding project management skills, with experience managing multiple projects

  • Must have a flexible attitude and be able to comfortably accommodate change

  • Effective problem solving, negotiation and risk management capabilities

  • Ability to work independently and in a team environment, to deal with constant change, and to participate in continual process improvement

  • Experience working in an enterprise AD environment

  • Experience installing software, patches, software updates on desktops and laptops

  • An understanding of TCP/IP communications protocol

  • Knowledge of Low voltage, telecommunications technologies

  • An understanding of HP Network IOS system administration a plus

  • An understanding of Avaya system administration a plus

  • Although travel could be up to 40% or more, it will occur on a periodic basis vs. traveling each week.