Job Description
Added - 09/27/24
36370 | Service Desk Manager
Technology
Apharetta, Georgia | Direct Hire
Job Description
Role Competencies:Operations:
- Manage Regional Support Service strategies and Roadmaps for all End User Desktop and peripheral devices.
- Accountable for Regional support remediations, including the interactions between other functional teams and leads
- Regional Vendor Management and Support
- Staff management in line with business expectations
- Contribute to global forums and projects as a representative for Client Services.
- Risk Mitigation strategies
- Contribute to a Reliable and Robust End User compute environment
- Development and empowerment of IT staff members.
- Manage the lifecycle and operational use of assets in relation to this role (i.e., licensing, computers, printers & mobiles)
- Strong stakeholder management and engagement.
- Maintain a reliable and secure environment adhering to corporate standards including vulnerability management and enforcement.
- Strong focus on change management and delivery of new technologies and solutions from other areas of IT.
- Management of the onboarding/offboarding process in relation to client services and integration of other departments and tools.
Projects:- Be competent to Lead regional, and country level IT projects, including developing project plans and documentation.
- Ensure continuous improvement activities are defined in current state with a clear roadmap to deliver end state.
- Identify strategies to ensure high level operational uptime in line with best practice, whilst ensuring security, compliance and governance is adhered to at a global and regional level and appropriate escalations are in place.
- Look for new opportunities to improve the operational effectiveness of the End User Compute environment.
- Establish and manage test environments prior to any operational deployment and relevant documentation.
- Review and action customer feedback and implement appropriate plans to address.
- Monitor and improve quality of support provided from internal and external support
Documentation:- Process alignment to ITIL (including, change, Incident and problem) and work with other functional teams for alignment.
- Planning and coordination of ongoing user training and education
Experience:- Proven track record of L1/L2 Support model in a similar regional environment
- Leadership experience and leads by example.
- Ability to work across cultures and time zones.
- Proven track record of risk mitigation in a similar environment
- Exceptional customer service skills
- Outstanding communication skills - Ability to communicate at all levels of the organization, with the written or spoken word
- Excellent documentation skills
- Ability to Self-Manage and think “outside the box”
- Technical expertise of Microsoft operating systems and Applications, PC and server level (Windows 10, Windows server 2012+ and Active Directory administration)
- Exposure to multi-domain, multi-site networks
- Familiarity with Dell, Lenovo and/or Toshiba hardware
- Project Management (waterfall and agile) methodologies
- Ability to work with externals, including consultants and vendors
- Strong negotiation skills
- Proactive “can do” attitude
- Licensing and compliance experience
- Strong Hardware troubleshooting skills
- Strong written and spoken English language skills with cultural awareness
- Effective listening, constructive advice and the ability to understand others.
- Resolution and handling of tickets and queues
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