Some key focus areas for you in this role are 1) the development of the End User Services capability roadmap; 2) define, develop, and implement the End User Services catalog, knowledge base and self-service capabilities in ServiceNow; 3) revamp the new employee IT on-boarding experience; 4) research, evaluate, and deploy a solution for eDiscovery; 5) define, develop, and expand the account management practice and take an active role in the Identity and Access Management initiative and programs.
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Lead and manage the Global Service Desk, End User provisioning, Client Engineering, white glove support, and critical services such as Google Apps, Box, Crashplan, Casper, and other cloud solutions.
Build relationships with active engagement across the organization to understand improvement opportunities, as well as process quality, consistency, and efficiencies across End User Service capabilities and put plans in place to address them.
Transform the interaction with our customers through the use of modern technologies and solutions such as chats, social tools, visual workflows, task boards, etc. with ServiceNow.
Partner with IT and Enterprise Information Security leaders in prioritizing initiatives, strategic projects, and working through major incident and remediation efforts.
Operationalize delivery and support of IT services, including hardware standardization, endpoint support and security, VPN, single sign-on, and telephony.
Drive constant improvement within Service Desk with service management, metrics, self-service, knowledge repositories, and other ticket reduction approaches, including the expansion of the IT vending machines.
Be an active member of the change, asset, and problem management teams responsible for call avoidance, improved asset use, and decreased end-user downtime.
Develop and manage budgets, service cost models, workforce plans, show and charge backs to the organization.
Skills and Qualifications:
More than five years leading and managing an IT service and support function in an environment similar in size and complexity.
Bachelor’s degree in computer science or related field or related experience.
Growth mindset, persistence in face of obstacles, embrace challenges, and focus on improving self.
Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success.
Knowledge of IT service desk tools, such as ServiceNow, and other best of breed technologies.
Exceptional communication, influence, and execution skills.
ITIL certification as a plus.
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