Job Summary:
Participate in decision making and collaborating with the other IT teams in department wide projects. Plot team schedules and ensure that support coverage and on-call schedules are defined and communicated accordingly. Support ticket auditing is needed to ensure all of the team's tickets are handled within the established SLAs.
Job Responsibilities:
- Monitoring and managing end user support, site services, and VIP support functions to ensure optimal service at the site
- Maintaining high performance levels for service-related processes, and executing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that established Global systems, procedures, and methodologies are implemented to support outstanding service delivery
- Providing feedback for improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Supervising Site End User Support Team to facilitate continual improvements in the desktop environment
- Enabling high-level performance benchmarks with the end user environment and site services.
Job Qualifications: (Knowledge, Skills, Experience)
- 5+ years of relevant functional experience in similar roles
- 2+ years of experience proficiency in leading both physical and virtual teams in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery with an foundational understanding of ITIL (Information Technology Infrastructure Library) principles
- Strong organizational skills and an ability to manage and prioritize tasks efficiently
- Capacity to train and guide junior team members
- Solid resource planning and problem-solving skills
- Strong Written and Spoken Business English and a strong native speaker in the Geo you will support (Spanish, French, German, Tamil, Chinese)
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