Information Systems Mgr - Deskside Support Services

Lets do this. Lets change the world.

Roles & Responsibilities:

• Act as the Regional Service Delivery Lead for Deskside Support Services, representing DSS across regional IS and business teams.
• Lead and manage the MSP to ensure effective delivery, performance, and continuous improvement of deskside services.
• Partner with global DSS service owners and regional IS leads to align regional service models with global strategy.
• Monitor and govern SLAs, KPIs, and operational metrics, ensuring service excellence and proactive remediation of issues.
• Supervise hardware asset management and device lifecycle processes, including procurement, deployment, and retirement.
• Leverage platforms like ServiceNow to maintain accurate inventory, asset tracking, and compliance reporting.
• Drive year-over-year cost optimization, innovation, and continuous service improvement through benchmarking and collaboration.
• Create and maintain documentation including Visio diagrams, process flows, technical guidelines, and operational runbooks.
• Participate in and support global governance and regional leadership forums to influence strategic decisions and share standard processes.
• Act as the primary regional critical issue point and advisor for deskside support enhancements, issue resolution, and service evolution.
• Collaborate with global teams to evaluate and pilot emerging technologies that enhance end user services.

Basic Qualifications:

Doctorate degree / Master's degree / Bachelor's degree and 8 to 13 years

• Vendor Management Expertise: Demonstrable ability to manage Managed Services Providers (MSPs) in a global, distributed service delivery model, ensuring service excellence and accountability.
• Service Delivery & ITIL Framework: Solid experience with IT service management frameworks (e.g., ITIL), including managing SLAs, KPIs, and operational metrics for deskside or end user support services.
• Hardware Asset Lifecycle Management: In-depth knowledge of hardware lifecycle processesfrom procurement through retirementand asset tracking using platforms like ServiceNow.
• ServiceNow Proficiency: Practical experience with ServiceNow, particularly in asset/configuration management and reporting capabilities to enable service governance and compliance.

• ITIL v3/4 Foundation Certification (preferred)
• SAFe Product Owner/Product Manager (preferred)
• ServiceNow Fundamentals (nice to have)
• Project or Portfolio Management Certifications (e.g., PMP, PPM) (nice to have)