Position Summary:
This role is the global leader responsibility for Service Desk, Deskside Support and End user device asset management/life cycle for all regions including North America, Asia, India and Europe. This role is responsible for leading a distributed global team, internaltional travel required to visit different Lam sites (1-3 times/quarter)
Job Responsibilities:
- Set and seeks to continually improve and reinforce the service standards for end user support and assest management.
- Establishes benchmarking for end user support. Identifies/implements improvements for service level, user satisfaction and KPIs.
- Escalation point for complex or longstanding support issues.
- Provides guidance and professional development to team members. Foesters 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 ans tracks quaterly 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 continous improvement projects within the IT support domain.
Job Requirements:
- 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.
