Within the GTI organization, the Client Operations Desktop Support team is responsible for the overall operations of client support services delivering effective and efficient support, owning and resolving the majority of operational issues and reducing escalations to other teams and working towards overall volume reduction.
The Desktop Operations Manager will be responsible for the overall day to day running of their environment, be effective in the collation and presentation of data for initiatives, be able to work under pressure and effectively communicate with senior managers, peers and direct reports. This includes incident management, request fulfillment, technology upgrade initiatives, operational risk management, and continual service improvement along in addition to collaborating with global, regional and other local field operations support teams.
Provide positive leadership to all 250 staff on within region, and provide oversight for all aspects of hiring, staffing, training, and performance management.
Participate in Global forums for the strategic development of innovative improvements and world-class Service Management practices and procedures.
Monitor incident trends for problem analysis and identification and drive mitigation efforts to minimize exposure of long term issues.
Articulates the business value and impact of technical and non-technical information with ease and confidence to seek executive partnership if required.
Ensures that staff provides effective production support including accurate problem identification, troubleshooting, ticket documentation and customer/vendor dialogue on multiple levels of incidents.
Positively responds to requests from Line of Business and individual users
Projects excellent command of business knowledge and has the ability to solicit input from internal and external sources.
Documents medium-to-large scale projects and delivers presentations with autonomy.
Effectively and routinely provides feedback and strategic recommendations to management.
Affects change within sphere of influence and leads development of innovative improvements.
Responsible for daily operations for the site by setting priorities and assigning or adjusting workloads.
Fostering and maintaining relationships with your team as well as other global support teams & vendors.
Understanding of change management processes, and how this may impact the broader regional/global teams.
Negotiate contracts with vendors for staffing, software or consulting services.
Routinely review and remediate Operational Risk within the organization.
Bachelors Degree in Computer Science or related field
Minimum of 16 years’ experience in IT.
5+ years experience of managing a high performance operational team.
ITIL Certification preferred
Minimum of 3+ years experience in a Lead Role in Remote Desktop Support environment
Proven understanding of current developments in technology and standards.
Excellent oral and written communications skills
Excellent negotiation and interpersonal skills
Ability to analyze performance data and recommend improvement opportunities
Ability to deliver presentations and executive level summaries
Ability to manage multiple priorities and projects
Ability to interact with all levels of management
High degree of initiative and adaptable to change
Advanced time management, organizational and prioritization skills to meet business objectives
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