Service Desk Manager
Job #: 23-01278
Pay Rate: Not Specified
Job type: full time
Location: Allentown, PA
Pay Rate: Not Specified
Job type: full time
Location: Allentown, PA
Job Description:
Experience of working on a Global Account,(30k user base) managing Global Teams, through Matrix Management environment, we would like to hear from Candidates that have strong experience in End User Computing Management and Strong Stakeholder Partnership.
Responsibilities:
Manage contracted services and SLA's related to all the EUC team especially with Deskside Support and AVD Operations
Contracted promises made to clients are delivered on-time within budget.
Build relation and proactively engage with clients to address problems and identify opportunities for increasing client satisfaction.
Manage delivery teams to performance management goals - Ensure efficient and effective operations.
Manage a culture of continuous improvement by continually fine-tuning and updating systems and processes.
Maintain and develop rigorous reporting systems and culture within the team and to the Executive Team
Participate and drive Operation calls and reviews / weekly / monthly and strategic meeting as per the governance.
Ensure team is clear about their role and responsibilities and have the necessary skills to perform their job effectively.
Ensure service delivery is managed profitably and in-line with our business plan goals.
Point of contact for all service delivery issues/ escalations
Identify Skill gaps and plan for training / knowledge adaptation.
Suggests new technologies and design changes.
Required Skillsets:
Experience in Desktop EUC environment using Windows (7,10) and MacOS
Experience in Troubleshooting and administering Office 365, SCCM Server/Client and AVD Operations
Administered the End User machines Vulnerability program and keep the EUC environment complaint with necessary patches and updates
Act as people manager to a team of Desktop and Field service engineers, take the responsibility for the operational management of the team
Produce breach and other reports that are necessary for the daily operations
Work Experience and Personal profile
Tenacious and innovative problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong negotiation skills, a good level of business awareness and commercial acumen with solid understanding of financial terminology
Ability to create wow / delighter moments with customers* Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Professional Services experience would be beneficial
Technical certifications ITIL certification/Prince 2 desirable
Key Competencies and skills
Service Improvement
Ownership and Leadership
Results Driven
Service Review Governance
IT Standard, Compliancy and Methodology
Relationship-building
Time Management
People Management
Experience of working on a Global Account,(30k user base) managing Global Teams, through Matrix Management environment, we would like to hear from Candidates that have strong experience in End User Computing Management and Strong Stakeholder Partnership.
Responsibilities:
Manage contracted services and SLA's related to all the EUC team especially with Deskside Support and AVD Operations
Contracted promises made to clients are delivered on-time within budget.
Build relation and proactively engage with clients to address problems and identify opportunities for increasing client satisfaction.
Manage delivery teams to performance management goals - Ensure efficient and effective operations.
Manage a culture of continuous improvement by continually fine-tuning and updating systems and processes.
Maintain and develop rigorous reporting systems and culture within the team and to the Executive Team
Participate and drive Operation calls and reviews / weekly / monthly and strategic meeting as per the governance.
Ensure team is clear about their role and responsibilities and have the necessary skills to perform their job effectively.
Ensure service delivery is managed profitably and in-line with our business plan goals.
Point of contact for all service delivery issues/ escalations
Identify Skill gaps and plan for training / knowledge adaptation.
Suggests new technologies and design changes.
Required Skillsets:
Experience in Desktop EUC environment using Windows (7,10) and MacOS
Experience in Troubleshooting and administering Office 365, SCCM Server/Client and AVD Operations
Administered the End User machines Vulnerability program and keep the EUC environment complaint with necessary patches and updates
Act as people manager to a team of Desktop and Field service engineers, take the responsibility for the operational management of the team
Produce breach and other reports that are necessary for the daily operations
Work Experience and Personal profile
Tenacious and innovative problem solver, will own issues until full resolution
Excellent communication skills, both written and verbal with great attention to detail
Strong rapport and relationship building skills with both internal departments and external customers
Strong negotiation skills, a good level of business awareness and commercial acumen with solid understanding of financial terminology
Ability to create wow / delighter moments with customers* Strong organizational, time management and prioritization skills
Able to take a creative approach to situations and problem solving
Professional Services experience would be beneficial
Technical certifications ITIL certification/Prince 2 desirable
Key Competencies and skills
Service Improvement
Ownership and Leadership
Results Driven
Service Review Governance
IT Standard, Compliancy and Methodology
Relationship-building
Time Management
People Management