Global IT Service Desk Manager

The Global IT Service Desk Manager is responsible for providing overall leadership and oversight to the Service Desk team and direct management of the Service Desk Coordinators. This role is expected to execute the planning, designing, and improvement of the Service Desk according to industry's best practices, while ensuring a high level of customer service across all offices. In addition, the Service Desk Manager will be responsible for ensuring the standards and processes in place are followed and effective, as well as staffing levels and coverage to meet support requirements.

Essential Duties & Responsibilities

• Plan and coordinate the daily workflow of Service Desk Operations.
• Contribute to a quarterly roadmap adhering to business initiatives.
• Create and manage annual hardware budgets for the US, European Union, and UK.
• Develop and implement Service Desk policies, processes and procedures to include responsibility for effectively communicating status of all Service Desk operations.
• Establish and manage processes to ensure effective support coordination between IT Service Desk and other lT teams.
• Develop Service Desk management strategies and needs, identifying staff, tools and support requirements as necessary to ensure that Service Desk operations and support processes are working as expected.
• Ensure Service Desk Coordinators are providing quality customer service and incident resolution in a timely manner.
• Oversee problem resolutions to identify trends or problem areas and ensure that support procedures are being followed; identify opportunities to eliminate issues. 
• Coordinate effective projects and knowledge transitions.
• Serve as point of contact for escalation on major service disruptions to the offices and ensure appropriate communication channels are used effectively to notify end users and stakeholders. 
• Build and continually develop relationships with the teams across the organization.
• Evaluate key metrics, KPI's, perform analysis and provide reporting to leadership to drive consistency and an understanding of incident trends.
• Build out OKRs for the Service Desk team in accordance with the needs of the business. 
• Collaborate with staff and leadership to ensure executions are effective and efficient.
• Direct and oversee the work of Service Desk professionals, including training, mentoring and ensuring professional development.
• Improve hardware/assets distribution strategy.
• White glove support and development of white glove support amongst Analysts.
• Establish continual service improvement plans, manage and track the progress of plans.
• Experience with integrating and managing outsourced IT service staff to meet SLAs and support our growing business preferred.

Qualifications

• Bachelor’s degree from an accredited institution or equivalent professional experience.
• 4 years of experience providing end user support.
• Advanced knowledge of Service Desk operations using Jira Service Management and/or Zendesk
• Experience handling 3rd party vendors.
• Broad understanding of IT concepts, development practices, and architectures.
• Strong interpersonal skills, detail oriented and able to manage tasks simultaneously
• Windows and MAC OS support.
• Android and iPhone support.
• On-call and occasional hours outside normal business according to business needs.
• Experience supporting applications; such as – Salesforce, Dialpad (VOIP), Office365, Workday, Dropbox
• Experience with AV technologies; such as – Google Meet, Zoom, Skype for Business, WebEx, Poly
• Proven ability to build a strong partnership with selected outsourced managed IT services providers.