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Global Service Desk Manager- Information Technology

Keywords / Skills : "IT Manager", IT Infrastructure, Infrastructure Manager, IT Head, Systems Manager, Information Technology

8 - 18 years
Posted: 2019-02-26

Industry
ITES/BPO
Function
IT
Role
System Analyst/Tech Architect
System Administrator
Network Administrator
Posted On
26th Feb 2019
Job Description
You Will Do:
  • You will own all application services delivered by a diversified team providing end to end services from Help Desk, core application support, and Infrastructure by:
  • Lead revenue and cost, aligning the business and delivery model to the Practice and solution requirements
  • Setup the team and underlying tools to run this function internally and for our clients
  • Engaging with support delivery teams to provide required Governance, as well as in grooming and mentorship to keep them challenged and minimize attrition.
  • Effectively manage a platform agnostic environment (e.g. Google Cloud, AWS, Azure, on-premise installations, etc.)
  • Manage performance of Level 1 & Level 2 technical services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
  • Maintain high performing service support functions including IT Service Desk, Desktop Support and the Corporate ChromeOS & GSuite environment
  • Improve the overall team support capability by contributing to solution maturity and growth, as well as practice competency.
  • Own the ITIL processes including Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • Own the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
  • Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
  • Develop and deploy Change Management processes that allow for the proactive surfacing of unplanned mission and critical issues that impact the service levels of all service offerings
  • Leverage emerging technologies, processes, and disciplines to deliver best class methods
  • Ensure all operational activities comply with enterprise, industry and government standards
Requirements:
  • 8+ Years experience working in large/complex application management engagements, including maintenance and transformation services, spanning multiple competency groups and regions
  • 5+ experience in leading a Technical Service Desk, Operations Management, and/or End-user Support, preferably in a geographically distributed organization, with 3+ years managing and deploying technologies and applications including cloud-based technologies and platforms
  • Deep Understanding of supporting a range of Application types and Infrastructure & Cloud Managed Services
  • Familiarity with industry-related products including networking, VoIP, AV/Video Conferencing, and collaboration technologies
  • Experience with a global organization or ITO/BPO is essential
  • Demonstrated experience in a hands-on approach in building the processes and teams from the beginning or early stages of a Managed Service Support function 
  • High proficiency in Agile approaches, ITSM, ITIL and other process automation tools – including Incident Management, Problem, Configuration Management, Demand Management, including and configuring the tools
  • Formal experience with managing Service Desk teams to fulfill client SLA’s, including response time, resolution time (MTTR), and first-call resolution (FCR)
  • Experience in participating in senior client management and pre-sales activities
  • Experienced in leading and owning critical customer communications, including regular status reviews, to ensure effective delivery and customer satisfaction
  • Bachelor’s degree in relevant discipline 
  • Superb interpersonal skills. There are multiple key partners – internal and external. Your ability to work with them is key to this role.
  • Skilled in mentoring and leading high performing teams


About Company

GroWorx is an exciting global firm that brings modern consulting and outsourcing services to drive real organisational value in digital, operational and marketing performance.

With industry veterans and strategic partnerships with the leading cloud technology platforms, we bring tremendous breadth and strength to our people and our clients. It allows to build from the ground up a cloud only, digital native business, where we are driven by the ennobling premise— to help companies and communities achieve their potential.
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