Manager - Service Desk, Command Center Operations

Description

• Oversee the daily operations of the Service Desk team, ensuring efficient and effective technical support, and acting as an escalation point for all requests and incidents.
• Manage compliance with legal and regulatory requirements such as SOX.
• Provide regular updates and communication to senior management and stakeholders on the status of the Service Desk, including any issues or delays.
• Develop and maintain Service Desk processes and procedures, ensuring that they align with industry best practices and meet the needs of the business.
• Monitor and analyze Service Desk performance metrics to ensure high levels of customer satisfaction, areas for improvement, and recommend changes to processes, procedures, and technology.
• Stay updated with the latest industry trends and technologies to ensure the Service Desk remains current and effective.
• Manage ticket escalations and resolve any technical issues, oversee requests, incidents, and problems, and coordinate urgent and complicated support issues.
• Establish Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for the Service Desk function and ensure that they are regularly measured and reported.
• Conduct regular team meetings and provide ongoing coaching and support to Service Desk staff.
• Participate in the creation and maintenance of the IT Service Continuity Plan and Disaster Recovery Plan, ensuring that Service Desk processes are integrated and tested regularly.
• Responsible for Run and Maintain of the ITSM tool suite.
• Collaborate with other IT teams and stakeholders, including IT Service Management, IT Security, and Business Continuity, address complex technical issues and improve service delivery.
• Attend work as scheduled on a consistent and regular basis.
• Oversee IT Service Desk Budget.
• Identify opportunities for process improvements and implement changes to enhance service efficiency.
• Escalate and participate in P1 and P2 Major incident Management. Manage process for communicating outage/emergency activities to the organization.
• Utilize laptop and standard keyboard to perform essential functions of the job.
• Provide strategic leadership, and manage the Service Desk team, ensuring that Team Members are trained, motivated, and aligned with the IT Operations department's goals and objectives.
• Support the IT Operations function with its primary goals of Run, Maintain and Sustain.
• Monitor Service Desk team performance for quality control.
• Manage the Service Desk ticketing system and ensure accurate documentation of all service requests.

Requirements

• Relevant certifications such as ITIL, HDI or similar are a plus.
• Strong knowledge of IT service management frameworks (e.g., ITIL).
• Should have significant experience with developing or supporting enterprise applications from end-to-end.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, and dust.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Domain expertise for ITSM, including improving the domain knowledge capabilities of the Team Members.
• Highly organized and comfortable remaining so in multi-faceted environments while multi-tasking.
• Must be able to obtain and maintain any certification or license, as required by law or policy.
• Attention to details: excellent organizational, time management skills, sharp analytical and problem-solving skills.
• Experience with service desk ticketing systems and performance metrics.
• Experience in designing and improving support processes in large IT organizations.
• Demonstrated experience in a Service Desk or IT support role with at least 3-5 years in a supervisory or management position.
• Willing to work with remote teams in different geographies and time zones.
• At least 21 years of age.
• Strong interpersonal skills with the ability to communicate effectively and interact appropriately with management, other Team Members and outside contacts of different backgrounds and levels of experience.
• Extensive experience in technical design, strategic planning, budgeting and allocation, implementation, information security, and technology assessment.
• Ability to represent information in graphical forms including using modeling languages, developing process flows, creating data and topology diagrams, etc.
• Ability to provide understanding and direction in aligning the strategic roadmap with the business vision, strategy and priorities.
• Ability to communicate clearly in a multicultural, multinational environment with both technical and non-technical business stakeholders, as well as executive level management.
• Strong communicator who can explain complex technical concepts to both IT management and business stakeholders in a consumable fashion.
• Physically access assigned workspace areas with or without reasonable accommodation.
• Demonstrable experience building cross-functional partnerships.
• Proof of authorization to work in the United States.
• 10+ years of relevant work experience on multiple IT platforms.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance