Service Desk Manager

Job Title

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 compliant 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