The Director of IT Service Desk provides analysis and strategy for the Service Desk team and is responsible for driving support activities. This individual assists in the development of Service Desk roadmaps and strategy and manages the process and execution of enterprise systems analysis. The position is directly responsible for facilitating the team in attaining key performance indicators and business goals of the Service Desk area. The Director of IT Service Desk will work with IT and business process leaders to define and implement the support platform and business strategies. This person will work with the Change management team, the Problem Management team, along with the Incident management team in order to drive high availability and process improvement for our business.
Leads and mentors managers and team members; provides direction through development plans and performance evaluations, monitors workload, project workloads and responsibilities in support of the vision, goals, and standards of behavior.
Develops training plans for the growth and advancement of the Service Desk and Analysts
Collaborates with other IT leaders in discussions with customers to analyze their needs and ensure processes in areas of responsibility are utilized optimally to improve business resulting in alignment with supported critical business strategies and goals.
Also, performs rounding and follow up with applicable business leaders to identify potential customer service enhancements.
Creates and manages operational budgets for responsible areas. In addition, participates with Information Technology Leadership in planning and managing strategic plans.
Develops processes and standards, adhering to industry best practices and promotes and ensures compliance with those processes and standards for Service Desk.
Provides direction for these processes for all activities including implementations, upgrades, and maintenance. Serves as a key decision maker for complex issues in areas of responsibility.
Responsible for ensuring the integrity, reasonable response times, and availability of IT Service Desk and inventory and asset management.
Accountable for adherence to Service Desk Service Level Agreements including escalating and steering resolution of SLA compliance issues.
Develops processes and standards, adhering to industry best practices and promotes and ensures compliance with those processes and standards for inventory and asset management.
Provides direction for these processes for all activities including ordering, processing, and maintenance agreements for selected hardware.
Serves as a key decision maker for complex issues in areas of responsibility.
Responsible for ensuring the integrity, accuracy, and availability Inventory and asset management process.
Accountable for adherence to inventory and asset management practices including escalating and steering resolution of ordering, and software and hardware compliance issues.
In collaboration with other IT leaders, reviews survey feedback, evaluates SLA data, and drives deep ticket analysis to identify and implement improvement opportunities to include a focus on accurate first-time ticket assignment, decreasing ticket reopen rates, increasing efficiencies in ticket management, and reducing ticket closure time.
Strengthens Service Desk ticketing system knowledge base and tiered support model including developing strategies to enhance first call closure rate and the IT customer service experience, while ensuring alignment with business processes, tactical planning, and strategic vision.
Analyzes data and key performance indicators to develop and publish Service Desk performance metrics to include organization-wide dashboard reporting. Also, performs trend reporting and identifies opportunities for continual customer experience enhancements.
Ensures records are organized, up-to-date, and auditable.
Also, collaborates with other IT lead
Min. Work Experience
Candidate must possess at least a Bachelor's Degree in a Computer Science/Information Technology discipline or equivalent.
Minimum 10+ year(s) of working experience in leading a Service Desk team, preferably from an IT BPO domain and with Shared Services experience.
This is a full time Position working on a Night Shift Schedule
Position is Currently work from home
Candidate must be amenable to work in Quezon City/Fairview once we resume in office work
Commonwealth, Quezon City, Metro Manila, Philippines
Computer & IT
About Global BPO Company
We are a U.S. based company, expanding to the Philippines. We have 5,000 U.S. employees and more than 75 years of success. We partner with well-known companies and brand names, and it’s our job to represent our clients through millions of conversations with their U.S.-based customers. They trust us with their customer relationships, and we earn that trust, day-in and day-out.