Workplace Operations Technical Lead Americas

At WSP, we are driven by inspiring future-ready pioneers to innovate. We're looking to grow our teams with people who are ready to collaborate in building communities and expanding our skylines. To do this, we hire candidates of all experiences, skillsets, backgrounds and walks of life. We actively foster a work environment and culture where inclusion and diversity is part of our fundamental structure.

This is delivered behaviorally, through our policies, trainings, local partnerships with professional diverse organizations, internal networks and most importantly with the support and sponsorship of our leaders who help drive our commitment to an inclusive, diverse, welcoming and equitable work environment. Anything is within our reach and yours as a WSP employee. Come join us and help shape the future!

WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. WSPs vast global network is today comprised of over 1,000 offices, 29 data centres, 1,300 data circuits, and used by over 65,000 users.

To ensure the efficient operation of WSPs internal Workplace services in the AMERICAS Hub, we are seeking a talented and experienced Operations Technical Lead. This role will be part of the IT Operations team and report to the IT Infrastructure Operations Manager in the designated Hub. The overall team is dedicated to support IT infrastructure operations which includes network, compute, cloud, and workplace systems and services.

You will manage and maintain all aspects of Workplace operations with a primary focus on the services within the designated Hub.

• Acting as senior agent representing all operational activities.

• Mentoring and providing oversight, coaching, and training to technical support staff.

• Guiding team members with troubleshooting technical issues.

• Supporting the specialists to manage, monitor, and tune overall service performance, stability, and security.

• Contributing to all operational activities as needed.

• Oversight and support of all related service supplier and/or manufacturer activities.

• Be the point of contact when it comes to technical escalations.

• On-board new technical support team members.

• Monitor service performance and report on metrics.

• Establish work specifications and technical direction.

• Actively work with the Build and Service Excellence teams to stay informed on service improvement opportunities, regulations, trends, emerging technologies, and best practices.

• Participate in a follow the sun model to ensure global support.

• Participate and collaborate in implementing redundant systems, policies, and procedures for business continuity.

• Participate and collaborate in implementing new requirements and/or new services.

• Participate and coordinate the work associated to preventive maintenance.

• Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation.

The ideal candidate would meet all, or most of the below criteria:

• Bachelor's degree in information technology, Computer Science, Engineering, or related field. Master's degree an asset.

• At least 8+ years relevant and practical experience in a Workplace operations role and technical leadership.

• Advanced in-depth and broad knowledge of Workplace services and infrastructure.

• Vendor certifications not a requirement, proven practical experience preferred.

• Experience working in large/global enterprise IT with multiple distributed branch/campus sites.

• Experience of…