Manager of Global Service Desk

Location US-IL-Lincolnshire
Job ID
45568
Function
IT

Overview

Candidate directs the efforts of the Global Service Desk, that reports into the IT Infrastructure organization. This position entails the responsibility for managing and advancing the first-level service and support of end-user service requests and computing issues. The position requires strong managerial skills, a deep commitment to end-user satisfaction and experience in driving process improvement.

Responsibilities

  • Oversee 100% of the requests, incidents and problems coming through to the Service Desk. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. Manage process for communicating outage/emergency activities to the organization.
  • Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed meetings. Will drive Ticket analysis and develop strategies for improvement. Work to make Service Desk the single source of truth and service delivery channel for IT. Monitor and manage phone and chat support queues (participating in escalated calls/chat sessions as needed).
  • Manage vendor relationships and operations as it depends on daily operational needs. PO review and approval/budgeting responsibility. Ensure that all major KPI’s and SLA’s are being met by the Vendor partner and continually identify and improve Service Operations. Review satisfaction survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
  • Develop and promote self-service tools and the knowledge management as mechanisms to improve end-user satisfaction and reduce costs. Advance the use of knowledge management and implement Knowledge Centered Services (KCS) methodology within the Service Desk, and eventually throughout the IT organization.
  • Build the relationships with all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
  • Be an active member of the change, asset and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
  • Work with Service Desk management to perform trend analyses, and develop action plans for improving service timeliness and reducing costs. Work with Service Desk management to stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on service desk services.

Work Arrangements:

  • Direct the Service Desk operations to manage the service desk 24/7 throughout the year with a combination of primarily managed service provider, and small global staff to aid in operational support activities listed above.
  • The service desk director works with the manager who must have
    • Sound communication skills and experience working alongside other IT and business management professionals.
    • Foster relationships with end users and must become the champion of end-user satisfaction.

Success Evaluation Criteria:

Success will be evaluated by IT senior management and business input, and through standard performance indicators, for example:

  • End-user satisfaction ratings
  • Service-level goals being met and exceeded
  • Staff retention and advancement
  • Process efficiency improvements

Qualifications

  • Preferred Education:
    • Bachelor's Degree or equivalent experience
    • ITIL Foundations Certification (Strongly Preferred)
    • Knowledge Management and KCS methodology (Strongly Preferred)
  • Preferred Work Experience (years):
    • Minimum of 5+ years of experience required
  • Key Skills and Competencies:
    • Experience managing support staff and Managed Service Provider
    • Ability to provide input to budget planning and maintenance
    • Demonstrated ability to identify and implement process improvements
    • Ability to frequently interact with team members and peer groups
    • Demonstrates technical ability and day-to-day management skills
    • Ability to drive process improvement to continually improve service and reduce costs

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