Date Posted: 2022-04-14

Job ID: EB-8047247670
Category: Analytics & Data Sciences
Location: Houston, TX

Great opportunity! Senior Manager – US Service Desk – Houston, Texas

This Manager role is responsible for providing technical oversight and guidance to the Service Desk Teams responsible for handling all IT issues that arise with hardware, software, and connectivity for our client’s US employees. It will lead and ensure that the Service Desk Teams provide consistent customer support and problem resolution while maintaining quality standards. In addition, this role requires a high level of technical proficiency and requires an individual with executive presence and strong collaborative relationships with key stakeholders. This position is reports to Vice President, Global Client Service.

What you will be doing:

  • Provide strong leadership and management for a diverse team, hiring strong team members, training and development, and performance evaluations.
  • Work closely with the VP, Global Client Service to improve the enterprise’s client service maturity level and move to a more customer-centric support focus for all IT services.
  • Establish and manage procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources.
  • Responsible for the development and delivery of service reporting and trending for management covering all processes, especially request and incident management.
  • Serve as the highest level of escalation for customer problems within the Service Desk Team.
  • Create service level agreements (SLO/SLAs) and key performance metrics. Ensure SLO/SLAs are being met.
  • Implement and maintain IT and customer knowledge base.
  • Develop end-user self-service support documentation.
  • Work with team leaders and service desk staff to assess and implement processes and technologies for enhancing performance.
  • Establish training materials for internal staff that educate and equip staff to deliver the highest quality customer support experience.
  • Quickly and effectively diagnose and resolve technical issues related to PC’s, mobile devices, printers, video conferencing, etc.
  • Successfully manage multiple tasks, projects, and responsibilities.

What you bring to the table:

  • 10+ years of enterprise level Service Desk experience including solid team-leading and people management experience.
  • Thorough knowledge of desktop and application virtualization including solutions from Microsoft O365, SharePoint, OneDrive, Box, Print Servers, Manage Engine, Azure VDI, etc.
  • Working knowledge profile management tools, application provisioning and patching tools
  • Comprehensive understanding of Microsoft Active Directory and Azure AD GPOs, OUs, MFA, Application and Security policies
  • Mobile device support for Windows, Android, and Apple
  • Working knowledge of Microsoft Office 365 administrative tasks including provisioning, permissions, and access modifications
  • Working knowledge of mobile device management technologies and industry-accepted security policies
  • Strong knowledge of optimization and full utilization of technology-supported, including a solid understanding of technology capabilities and limitations
  • Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors
  • Effective Customer service, leadership, and team motivational skills
  • Excellent problem solving, diagnosing, and troubleshooting skills
  • Experience in managing and negotiating complex vendor and services contracts
  • Bachelor’s degree in MIS, Computer Science, or another related field preferred.

This opportunity is a full time, direct hire position. Candidates must be authorized to work in the United States without the current or future need of sponsorship.

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