We are currently seeking an experienced IT Service Desk Director (Director) to support both internal and external users. The Director will be a leader and member of the Global Service Desk (GSD) organization within the Information Technology department. The Director provides support for incident resolution and requests reported to the GSD. Responsibilities include technical (hands-on) management of the service desk organization for initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. This position is responsible for collecting information through a customer conversation, accessing support tools, and additional support staff if needed. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner level 3 IT resources.
Essential Duties & Responsibilities:
•Direct and coordinate service management activities for services provided to client and internal user environments, including facilitating ITIL-based processes for incident and problem management for internal/external customers and third parties.
•Own incident escalations and coordinate to resolution including customer and stakeholder communications, root cause analyses, and follow up.
•Interface with customer representatives for ongoing service engagement, discussion on service levels, incident follow ups, and new opportunities. Maintain positive relationships with customers and stakeholders.
•Utilize the Service Desk Management System to maintain incident and service level metrics, trend reports, and systems availability statistics; share results with key stakeholders; participate in disaster recovery and business continuity exercises.
•Manage contractual SLAs. Create dashboards and identify trends and resolution/automation opportunities. Manage Helpdesk financials, including budget, invoices & service level tracking.
•Continuously improve service management processes through innovation, collaboration, and sharing/transparency.
•Maintain a positive working environment; ensure department policies and procedures are adhered to; act as a single point of contact for key stakeholders regarding GSD issues, queries and reporting.
In addition to the essential duties listed above, the role requires a Director who;
•Builds and Directs a Help Desk team comprised of Tier 1 and Tier 2 resources.
•Helps identify and resolve team conflicts and eliminate obstacles affecting performance.
•Assists in guiding and motivating the team to achieve goals outlined in established policies
•Obtains teams commitment to meet objectives
•Assists with researching and recommending improvements to current processes and procedures
•Assists in communicating departmental requirements, and effectively works with other groups within department
•Provide customer-facing support to internal employees and external customers.
•Directly involved with project-based work, both in lead and support positions.
•Respond and resolve all tickets within SLA agreements appropriate for ticket priority.
•Updating tickets regularly with detailed resolution details and journal entries.
•Provide input for hardware and software purchases based on knowledge of business side systems.
•Ensures knowledge transfer of active issues follow a handoff process across support shifts and tiers.
•Taking ownership of customer issues reported and seeing problems through to resolution.
•Properly escalate unresolved issues to appropriate internal teams.
Required Experience & Skills:
•Implemented Self-service platform (ServiceNow preferred), Cloud technologies (Azure, O365), Workplace Management tools (InTune) and tools automation.
•Managed contractual SLAs. Created dashboards, identifying trends, and resolution/automation opportunities. Managed Helpdesk financials, including budget, invoices & service level tracking.
•Performed data analytics on call data and initiated/implemented helpdesk optimization efforts;
•Remained aware of current trends in the support services area; bringing these innovative ideas to IT leadership
The position requires individuals with the following length of experience:
•Minimum 7 years of experience in IT technical environment
•Minimum 5 years of experience managing vendors and service providers
•Minimum 5 years of experience as a Service Deliver Manager managing KPI, OLA and SLAs
•Minimum 3 years of experience with ITSM tools such as HP Service Manager or ServiceNow
•Minimum 3 years of experience and knowledge in training of Service Desk agents in managing customer expectation, customer service, and effective technical support.