Job Description
| Essential Responsibilities: |
This exciting role will be the catalyst for delivering an integrated End User Experience in Europe. You will need a passion for innovation, change and a strong operational flair to ensure the ‘Next Generation’ Service Desk anticipates and meets the needs of our changing workforce. This role will also have operational responsibility for Mobile and Collaboration Technologies. It requires strong vendor management skills, a technical background and a laser focus. You will be working with senior business stakeholders around the region and excellent communication and negotiation skills are a must.
- Full lifecycle management of the Incident process to our end users, including Level 1, Level 2 and Level 3 resolvers. Responsible for escalations, ticket management, proactive communications and continuous improvement
- Develop metrics to show End User experience for the businesses across all resolvers, channels and ticket types
- Management and monitoring all Service Desk activities to ensure we meet all contractual SLA and that our efforts produce measurable improvements with material, financial and business impact
- Create and execute a strategy to increase self service for users
- Create and execute a strategy to increase choice of support channels for users and create engaging content and communications to support this
- In partnership with our Businesses, vendors and L2/L3 teams, lead efforts to improve and simplify End-User experience by reducing the overall volume of tickets
- Full operational management for mobile technologies, including Airwatch, MDM, BES, Good for Enterprise and Mobile Iron
- Full operational management for Tele-presence and HD Video Conferencing environments
- Problem management, capacity management, project support and service request management for Mobility and Collaboration as required
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| Qualifications/Requirements: |
- Minimum 7 years of technical hands-on experience supporting or delivering IT services in a large, outsourced environment
- Minimum 5 years regional IT leadership experience in a large, outsourced environment
- Bachelor’s Degree in Computer Science, Information Systems, or other technical discipline
- GE FOL, BELS graduate
- ITIL Foundation certificate
- Minimum 3 years project leadership experience
- Ability to manage technical issues in complex, difficult or stressful situations
- Strong analytical problem solving and interpersonal skills
- Excellent communication skills across all levels of the organization
- Vendor Management and negotiation
- Change Agent, able to create compelling vision focused on customer outcomes and execute
- SSCHU
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| Desired Characteristics: |
- Availability during off-hours to respond to and lead resolution of urgent, service-affecting issues
- Ability to work with global teams, act independently and as part of a team
- High level of energy and enthusiasm with the ability to thrive in a rapidly changing environment
- Working knowledge in the following subject areas – General networking concepts and technologies, including but not limited to F5 Load Balancers, Firewalls, IPS, and Packet captures, BlackBerry 10
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How to Apply
Please apply via the following link:
https://xjobs.brassring.com/TGWebHost/jobdetails.aspx?partnerid=54&siteid=5346&OReq=2032115&Codes=WB2609
Job Categories: IT. Job Types: Full-Time.
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