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The Manager, IT Service Desk will be tasked with the streamlined operational leadership of the IT Service Desk in alignment with the business objectives supporting all 3 companies . They will be responsible for ensuring IT incident resolution is occurring at best-in-class levels, shown through reportable metrics. They will receive feedback from Sr. Director Infrastructure and interact with other leaders in IT. This leader will provide training, mentoring, goal setting, and accountability to all service desk team members. They will lead and direct other members of the Service Desk team including handling all day-to-day support calls, crisis management and cross communication with other IT leaders.
ESSENTIAL RESPONSIBILITIES:
- Direct day-to-day operations of the IT Service Desk function , including best-in-class incident resolution, SLA Adherence, crisis management, and high levels of customer satisfaction.
- Leadership and direction around new user onboarding process, in collaboration with End User support team working out of corporate headquarters in Alpharetta, GA USA.
- Facilitate IT communications internally with Sr. Director of IT Infrastructure, Level 3 Infrastructure team, Applications Team, and other non-IT-related departments for critical support issues.
- Applies ITSM frameworks, methodologies, and standards holistically in the context of Motrex's strategic vision.
- Build and document internal processes and procedures related to duties and responsibilities of the service desk team.
- Build and maintain KPI measurements and reports to monitor service desk performance and report key data points to Sr. Director Infrastructure
- Ensures appropriate functionality and call coverage to support 24/7/365 manufacturing operations within North America.
- Drive problem identification and resolutions as required, conduct root cause analysis for hand-off to L2 amp; L3 Teams respectively.
- Identify and address common theme support issues and help facilitate automation where applicable to address critical and common support issues.
- Manage crisis management in leading crisis calls and ensure follow-up communication is going out to all applicable IT leadership and teams etc.
- Manages Service Desk coverage and makes changes as needed to shift hours, staffing, etc.
- Provide feedback and updates to customers (and other appropriate Teammates) through to the resolution of such issues.
- Tracks and maintains aging open incidents, backlogs, or tickets breaching SLA, to ensure proper response and follow through.
- Assists with onboarding of service desk team members, including the training process and continuous improvement of that process.
- Reviews performance results for the Service Desk team, including individuals, and identifies opportunities for improvement.
- Provides hands-on, individual contribution, with IT service desk tickets as necessary during peaks.
- Direct inbound ticket workflow and KPIs to ensure full utilization of technical resources.
- Facilitate regular service desk team meetings and service board reviews.
KNOWLEDGE AND SKILLS:
- 5+ years of developing, training, and leading an IT service desk team for a mid to large enterprise ($500MM+)
- 7+ years of demonstrated IT experience supporting and troubleshooting enterprise level, mission-critical applications resolving complex issues/situations, and driving technical resolution across cross-functional organizations.
- Strong communications skills preferred and fluent in English
- Manufacturing experience preferred
- International experienced preferred
- ITSM Workflow Experience
- Incident Management Experience
- BMC Remedy experience preferred
- ITIL Certification preferred
- Excellent understanding of overall service desk objectives, as well as the role and function of each team member
- Experience in analyzing existing processes and creating policies and procedures to refine existing workflows.
- Strong desire for personal development and learning
- Regular and reliable attendance is required.
Measurable outputs: • The performance of the SDM will be assessed based on the performance of the Service, Budgets, and HR assets, in their service
• Achieving project goals and timelines
• End User Customer Satisfaction, and prioritizing tasks for customers, or services
• Achievement and adherence to budgetary objectives and targets
• Adherence to and availability of SOPs
• Compliance with relevant policies and standards including but not limited to ISO 9001 and 27001
Budgetary Responsibility:
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