Date Posted: 2022-04-14

  • Full Time
  • Remote

Job ID: EB-1282482905
Category: Analytics & Data Sciences
Location: Remote, 

Fantastic VP position available!

Our client has an immediate need! They are seeking a Vice President of Global Client Service. This role will oversee their enterprise support function that extends to approximately 5500 employees and contractors (customers) in 27 countries and growing.

This role will ensure customers receive timely and quality support, guide the global support team, coordinate the day-to-day support operations, and collaborate with other stakeholders. The Vice President of Global Client Service will provide strategic direction and recommend new projects, operational standards, and customer service procedures. This role will be act as a key member of the client’s IT leadership team and report directly to the CTO.

What you will be doing:

  • Lead a global customer support team ensuring best in class customer support
  • Create, track and report on service levels and KPIs
  • Identify opportunities for ongoing improvement in support systems and processes
  • Identify training requirements – internal and external – to reduce support overhead and cost to serve
  • Define and implement a support model that provides coverage after hours including weekends and country-specific holidays leveraging our global footprint
  • Lead customer issue resolution, and regularly inform the leadership team of major product or service challenges
  • Ensuring the IT Service Desk staff is meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks.
  • Provide direction of the overall workplace technology experience and roadmap
  • Continuously drive productivity and efficiency within the Service Desk function
  • Develop and execute plans to reduce ticket volumes and implement automation
  • Run IT projects, Service Desk improvements or ITSM implementations
  • Training, coaching, and mentoring service desk specialists including career development
  • Build strong relationships and act as a bridge between IT, the Business Departments and support functions.

What you bring to the table:

  • 12+ years of Enterprise-Level Service Desk experience including solid team-leading and people management (20+ FTE) experience.
  • Direct experience creating and deploying global service desk processes and technologies for organizations exceeding 5000 employees in 20+ countries
  • 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
  • Knowledge and understanding of the business processes and employees’ work patterns the technology supports, to help prioritize and develop decision-making criteria for major projects
  • 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
  • A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards
  • Experience in managing and negotiating complex vendor and services contracts
  • Multi-lingual preferred
  • 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.

BrainWorks is a premier executive search firm that delivers superior talent to drive business performance. Our consultants are experts in their practice areas, which include Information Technology; Consumer Products, CRM, Direct/Database Marketing and Customer Sciences/Advanced Analytics; Accounting and Finance; Private Equity and Portfolio Companies; Digital Marketing and eCommerce; and Consumer Insights and Market Research

Our Technology Practice has deep expertise understanding how technology executives drive business performance. We have placed mid to senior level talent including CIOs, CTOs, and leaders in Development, Infrastructure, Data Management and E-Commerce.

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