Global It Service Desk Manager

Reports Directly to

Position Overview:

The Global IT Service Desk Manager is responsible for planning, designing, analyzing and management of the organizations Global IT Service Desk according to best practices while ensuring high levels of customer service, quality, timeliness and availability. The Global IT Service Desk Manager is responsible for providing excellent customer service while focusing on first call resolution. They must lead and motivate a team of IT professionals to solve customer problems while driving improvements into established SLA’s. They must provide continuous improvement by analyzing metrics to identify opportunities to bring automation, technology, employee development, user training, process documentation, etc.

Primary Responsibilities:

• Lead team of IT support specialists in a high-volume technical support environment
• Manage all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and coordination of Service Desk functions.
• Manage service quality ensuring accurate and timely resolution of all incidents and service requests
• Manage the refinement & adherence of Service Level Agreements (SLAs) to establish problem resolution expectations and timelines.
• Implement Policies and procedures that outline how problems are identified, documented, assigned and corrected, performance of Service Desk activities and documented resolutions
• Identify problem areas; and devise and deliver solutions to enhance quality of service and prevent future problems
• Perform capabilities gap analysis and drive continual service improvement across end user support services
• Manage in accordance to known best practices and frameworks (preferably ITIL)
• Challenge traditional support methods by evaluating new techniques, products in the range of automation in IT workplace services
• Responsible for support readiness for new sites, internal and external clients
• Good understanding of IT Service management frameworks, Windows Server, Networks and Security operations.
• Creates, utilizes and manages to Key Performance Indicators
• Exhibits a wide degree of creativity and drives innovation across service offerings by evaluating innovative solutions
• Drives knowledge management to include retention strategies and easily searchable knowledge
• Drives IT/Business Alignment and enables department growth

Minimum Qualifications:

• Education Requirements:

• A 4 year degree is preferred in Business, Computer Science, or related field of study

• Field Experience:

• At least 12 years of experience in the IT field

• Position Experience:

• At least 5 years of experience in a Customer Support, Service Desk, or relatable management position

• Other Qualifications:

• Must have strong interpersonal and organizational skills as well as technical skills related to the Service Desk processes.
• Experience with various operating systems such Windows, Linux, Android, and iOS.
• Experience supporting and troubleshooting enterprise email systems such as Office 365.
• Experience supporting identity management and access control systems such as Active Directory.
• Experience in leading and managing technology projects
• Must have solid leadership capabilities
• ITIL certification a plus
• Ability to assist with customer inquiries and SLA deliverables
• Broad knowledge of technology fundamentals across all disciplines, e.g. software delivery, datacenter environment, network architecture, IT security, IT project management. - Preferred
• Experience working in an ITIL environment. Knowledge of industry standards for Incident Management, Problem Management, Change Management, Release Management, Configuration Management. ITIL Foundations certification (v3 or v4) - Preferred
• Experience using IT Service Management workflow systems such as ServiceNow, Remedy, Service Manager, etc. - Preferred
• Background of IT delivery in multiple industries and locations. Experience working in both matrix and pyramid organizations. - Preferred

Required Skills:

• Strong communication and interpersonal skills.
• Please send you profile to sameer.shetye@datamark.net