IT Service Desk

Job Responsibilities:

• Team Management: provides team development, support operations and builds capacity to achieve goals while understanding technology functionality, standard operating procedures, common issues, and solutions across Core Operations in ITSS Space.
• Strategic Planning and Communication: responsible for developing and implementing strategic plans and aligning with the overall goals of the larger organization. Effective communication of directions and strategies from upper management which results to higher employee experience.
• Process Optimization: Ensuring efficient and effective service delivery by continually optimizing ITSS processes and procedures to enhance productivity, customer experience and overall quality of service
• Primary responsibility is to grow, develop, implement, and manage business aligned IT services and service level management.
• Oversees all aspects and day to day activities of Global ITSS Service Desk delivery which includes incident and request management functions.
• Manages service delivery teams composed of 150 L1 and L2 employees, individual objectives, performance, and development using broad set of service level management tools.
• Monitors and reports service delivery metrics and overall performance of handled accounts
• Understand technology functionality, standard operating procedures, common issues and solutions
• Maintain up-to-date knowledge about deployed technologies and how they affect the business
• Empathize with end-user needs and provide technology guidance
• Stay current on technology trends
• Assesses team resource needs and adapts based on desired outcomes
• Recommends new technologies or modifications that improve business outcomes
• Communicates effectively has the industry knowledge needed to accomplish objectives
• Provides team development support and builds capacity to achieve goals and mentor talent
• Synthesizes technical information, learns, and applies the best lessons of experience
• Reviews process, performance, activities, roles and responsibilities with a focus on continuous process improvement
• Holds themselves and the team accountable for achieving goals
• Demonstrates responsiveness by conveying critical information to decision makers
• Clearly communicates expectations and holds each delivery member accountable for their objectives
• Develops talent through feedback, job assignment and coaching

Job Qualifications:

• Bachelor's degree in computer Engineering/science/IT, or a related field (or equivalent work experience).
• Proven experience in, IT Service Desk, Service Management, Stakeholder Management, or a similar role.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent organizational and multitasking abilities, with a keen attention to detail.
• Proficient in ITIL, ITSM and Service Desk Tools

Required Skills / experience:

• ITSM experience is a must
• ITIL certified

• Lean Six Sigma trained / experienced

• Min of 10 years of managing multiple teams, 3 years of which should be at least 150 team members

• Experience in managing all Tech support channels (Voice, Web, Chat & Level 2 support teams)
• Service now hands on experience
• Hands on experience in Customer management, daily SLA management, Vendor management
• Contribute to cost optimization to meet the organizations financial targets and create efficiency programs to support cost savings attainment
• Develop and inspire next in line leaders to promote succession planning and develop more experts for the Global Service Desk capability in the Philippines

Preferred Skills / experience:

• COPC certified
• Microsoft certification
• Innovation, Automation & infrastructure experience (Telephony infra, AI platforms etc.)
• Accounts financial management experience