PRIMARY PURPOSE
Manages Service Desk services including overseeing and monitoring all aspect of Service Desk functions to ensure a positive experience for all enterprise customers. Ensures all services are performing at optimal levels and meet business expectations. Provides advice, guidance and daily operational support to end users. Defines and directs initiatives related to improving Service Desk functions.
KEY ACCOUNTABILITIES
Leads Service Desk service strategy and develops operational plans that meet the functional needs of the organization. Manages a diverse cross functional team to maintain highly reliable services with a focus on quality, business enablement and improving customer experience. Ensures service delivery meets established standards and service level agreement.
Oversees the day-to-day execution of incident processes including the logging, classification and assessment of incidents, escalation for resolution, and action to the appropriate IT resource or support partners.
Manages the Service Desk team, ensures staffing is scheduled to provide support for the optimal delivery of Service Desk services and functions, including the use of technology, systems, and automated tools. Provides recommendations into the preparation of the department budget.
Manages the recruitment, selection, training, motivation, performance, competency, and skill development of the Service Desk team. Participates in the weekly Change Advisory Board (CAB) meetings; reports on trends and issues relating to the implementation of applications and system functions and provides recommendations on improving overall service. Defines and directs initiatives related to improving the Service Desk functions.
Establishes policies and processes to provide efficient and effective support to end users of distributed systems. Liaises with the Service Management Team to assess incidents, to provide input in determining the root cause and to ensure solutions are promptly executed and documented.
Participates in technology projects and upgrades which require processes and procedures for first-line support. Responsible for ensuring that proper support documentation and training has been provided as it relates to service desk functions and responsibilities.
Collaborates with internal support teams to ensure a seamless and consistent delivery of system and desktop services to the customers.
Builds partnerships with Business Leaders at various levels to guide strategic decision making and influence how IT can enable new sources of value. Fosters collaboration and develops highly responsive working relationship with cross functional IT teams. Champions innovation and recommends best practices as it relates to Service Desk.
Contributes as a key member of the IT delivery team in identifying and acting on risks and opportunities associated with Service Desk functions and alerting senior management to critical issues. Providing reports and presentations for senior management as required.
Serves on internal committees as assigned; actively involved in the development of enterprise technology standards, processes, and performance metrics to ensure that Service Desk delivers value to the enterprise. Provides customer-centric advice and services in assessing evolving business requirement, shaping, and prioritizing technology needs, developing and delivering solutions.
