Responsibilities:

• Oversee day-to-day operations of the Team ensuring SLA adherence, standard operating procedures and processes are followed, and regular updates are communicated.

• Lead a team of IT Specialists, providing coaching and feedback to improve performance and development.

• Ensure excellent customer service is provided to end-users by monitoring satisfaction levels and communicating clearly on issue status and resolutions.

• Identify opportunities for operational and cost improvements, new technologies, and process enhancements to increase efficiency and effectiveness.

• Coordinate with other business units and departments to provide seamless support and services across the organization.

• Create, update, and maintain documentation for applicable systems, processes and policies.

• Responsible for ensuring effective change management of SOPs, including documentation, training of team members and adherence to revised SOPs.

• Responsible for handling service escalations by users and key stakeholders.

• Keep up to date with SAM and TR best practices and emerging technologies and tooling to provide best in class support.

• Ensures that proper staffing and workload management is in place to meet the operational and project targets

• Foster a collaborative and positive work environment.

• Set performance goals, provide regular feedback, conduct performance evaluations and succession planning

• Participate in the hiring and onboarding process of new support hires

Skills & Experience:

• Bachelor’s degree in Computer Science/Engineering/Information Technology

• 2-3 years experience as a lead or supervisor in an IT organization

• 5 years work experience in similar profile with a user base of 1000+

• Knowledge of Software Asset Management/Sourcing plus basic Technology resilience concepts.

• Strong leadership qualities with the ability to motivate, mentor, and improve team performance

• Excellent analytical and problem-solving skills

• Strong communication skills with ability to interact effectively with both technical and non-technical stakeholders

• Experience with Flexera and FreshService

• Oracle OneFinance knowledge an advantage

• AWS Technical knowledge is an advantage.

Career Path Opportunities:

This role provides a pathway to more senior SAM and Engineering roles, including SAM Manager and Tooling Engineer.

LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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