This role is the global leader responsible for ServiceDesk, Deskside Support and End user device asset management and life cycle for all regions including North America, Asia, India, and Europe. This role is responsible for leading a distributed global team, international travel required to visit different sites (1 - 3 times/quarter).
Job Requirements:
- Sets and seeks to continually improve and reinforce the service standards for end user support and asset mgmt.
- Establishes benchmarking for end user support. Identifies/implements improvements for service level, user satisfaction and KPls.
- Escalation point for complex or longstanding support issues.
- Provides guidance and professional development to team members. Fosters a positive and collaborative team culture.
- Develops/executes strategies for lifecycle of end user assets. Implements best practices for procurement, deployment, maintenance, and retirement of hardware and software.
- Manages and tracks quarterly budget forecast/adjustment, resource planning and future technology spends.
- Maintains and improves the lifecycle management systems to ensure that assets are being properly documented and adequately tracked.
- Maintains and improves procedures for incident management.
- Leads and oversees the planning, execution, and completion of operational and continuous improvement projects within the IT support domain.
Minimum Qualifications:
- BA, BS, or MS in computer science, IS/IT, or equivalent with 8 - 10 years of related experience and 5+ years in management
- ITIL certifications are desired
- Experience with ServiceNow (Incident management and Asset management) highly preferred
- Experience with managing global team with different language/culture background
