Job Listing

JOB DESCRIPTION

Summary

• As the business and technology landscape continues to evolve at the company, IT Service Management and support approaches require continuous improvement to ensure optimal efficiency and heightened communication that is in alignment with business priorities.
• Build support model and technology to support rapid merger and acquisition (M&A) activity.
• Identify and manage strategies, roadmaps, and improvement implementations for IT support and services.
• The Global Service Desk Manager may help fulfil or backup key hands-on roles as needed to ensure optimal delivery.

• The Global Service Desk Manager is responsible for the direct supervision of the Service Desk teams as well as any related operations and regional IT projects. The incumbent is accountable for ensuring that service and support is provided to our customers at agreed-upon levels and expected quality.
• Manage the 24x7 IT Service Desk team with a focus on associate development, escalation assistance, KPI measurement, and overall service delivery.
• Function as a process owner for multiple ITSM/ITIL processes which include but are not limited to Incident Management, Knowledge Management, Service Desk, etc.
• Act as a member of the global team, working closely with peers to initiate the maturity of our global operations related to policies, standards, service delivery approaches, and overall efficiency.
• Provide technical guidance and identification of technology solutions to meet departmental and business needs.
• Define and manage project schedules and workflows to support intake, prioritization, delivery, and result measurement.
• Provide input for departmental budget, forecasting, and manages expenses within the scope of responsibility.
• Serve in multiple team roles. Serves as leader, contributor, facilitator, consultant, technical expert, arbitrator, and evaluator according to the needs of the team and task.
• Assist in managing vendors, negotiating contracts, and evaluating service levels.
• Build and maintain positive business relationships at all locations within the accountable area.
• Keep abreast of industry innovation, trends, and changes regularly to plan, recommend, and deliver new technologies, processes, integration, and automation.
• Create systems to monitor, report on, and measure team performance and customer satisfaction.
• Select, optimize, and maintain technology used to support functions (ticketing system, call centre technology, etc.)
• Ensure compliance with ITSM/ITIL best practices.
• Identify and pursue continuous improvement opportunities within the IT Service Delivery space with a focus on automation, ease of use, and internal efficiency.
• Lead investigations to address complex system and hardware issues that require a multi-disciplinary approach.
• Make timely and effective decisions, consider alternatives, use sound judgment, and achieve closure of work.
• Travel to office sites to build and maintain relationships, lead deliverables, and assist with project activity as needed.
• Lead process integration efforts with other tools and processes.

• Bachelor’s degree, desired in Computer Science or related field.
• Experience leading large IT teams in an enterprise environment.
• 5+ years’ experience with Call Center (Service Desk) and/or Onsite Support (Desktop Field Service).
• ITIL Foundations Certification (v3 or v4) required; ITIL intermediate preferred.
• Strong analytical problem-solving skills.
• Established time management skills with the ability to direct multiple projects simultaneously.
• Proven skills in leadership, development, and team building.
• Excellent written and verbal communication skills with the ability to present complex information in a clear and concise manner to a variety of audiences.
• Poses working knowledge of IT methodologies and principles.
• Strong ability to set and achieve deliverables, as well as hold others accountable.
• Experience in managing customer relationships, understanding business imperatives, shaping service and solutions propositions, and negotiating win-win outcomes.
• Significant experience with IT Service Management Tools; ServiceNow experience desired.
• Ability to prepare reports, and dashboards, and speak to the metrics displayed; develop metrics and reporting tools that can be used to measure the effectiveness and efficiency of processes.
• Demonstrated experience and passion for Service Management and customer service.
• Preferred experience: Mergers & acquisitions, manufacturing industry, and global support leadership.