The Global Service Desk manager is responsible for managing IT service desk operations and client workplace solutions, summarized major responsibilities as follows :
Managing the Service Desk function including staff assignments, shift coverage, performance monitoring, reporting and providing direction in prioritizing activities
Enhancing enterprise ITIL process including Incident Management, Problem Management, Knowledge Management and Service Request processes
Effectively managing, developing, and training the service desk team. Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
Coordinating and collaborating all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
Conducting and sharing results from service and operation performance reviews, derives continuous service improvement by monitoring the critical service level KPIs.
Being aware of and managing the costs of running the service desks, being able to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk
Identifying and acting on opportunities to improve IT workplace solutions including client software and systems
Developing and implementing IT policy and best practice guides for the organization
Designing communication protocols and vehicles to promote or rollout IT services
Exceptional customer relationship skills with experience managing and developing technical staff and teams.
Customer advocate and relentless passion to solve issues quickly.
Broad knowledge in the following areas : Client OA environment, PC administration, Microsoft productivity tools, Security solutions (CyberArc etc).
Strong analysis capabilities and skills in structured problem solving.
Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
Solid communications and collaboration skills across the global End User Services Team
Experience with ITSM tools (Remedy, Jira Service Desk, Service Now, etc), ITIL Intermediate Certification Preferred
Solid project planning and management experience in enterprises, team management experience is plus.
English communication capability is required.