Global Service Desktop Support Manager

KForce   •  

Tempe, AZ

Industry: Professional, Scientific & Technical Services

  •  

5 - 7 years

Posted 54 days ago

Description

Kforce has a client searching for a Global Service Desktop Support Manager (Software Systems) in Tempe, AZ. Summary: The candidate selected will be a hands-on working manager of a team of desktop support technicians involved in the support of geographically disperse end users and a full suite of desktop applications. The candidate will provide the leadership and ITIL skills necessary to ensure high quality, quick response and customer friendly support. This position operates in a high change fast-paced environment to solve business problems through exceptional troubleshooting skills, the development and maintenance of an enterprise scale service management system, supports system users throughout the United States, Canada, and Asia, and works within a cross-functional team to assist in ensuring a high degree of user functionality. Key Responsibilities:

  • Leads a team of desktop support technicians
  • Responsible for the internal customer experience for a geographically disperse end-user population
  • Collaborates with end users, programmers and functional managers to troubleshoot and document issues with internally developed ERP application
  • Implements, trains and mentors service desk team on MOF/ITIL processes
  • Leverages tools and best practices for the issue and incident tracking, change management and systems monitoring
  • Owner of business tools such as File Shares, Anti-Virus, Patch Management, Service Desk, Office365, etc.
  • Provides level 2 support, including off-hours support when needed, to critical business applications

Requirements

  • Bachelor's degree in Computer Information Systems (CIS), Information Technology or similar related discipline or 10+ years directly related experiencepreferred
  • Minimum of 5 years leadership experience in an enterprise global service desktop support operation
  • Develop KPI's and metrics to measure service levels. Implement proactive maintenance processes for desktops, laptops, and printers
  • Proven experience implementing service desk automation for issue tracking and self-support portals
  • Build automated workflows to improve the quality and speed of common support requests
  • Superior troubleshooting skills and ability to quickly learn the warehouse operations and key functions of the ERP system in-order-to effectively provide Level 2 support; Offloading developers from L2 user support
  • Demonstrated experience implementing processes for 24x7 monitoring, alerting and escalation, integrating monitoring into issue tracking systems for automated ticket generation
  • Above average change management skills; Implement and drive the change management process and separation of duties for production releases
  • Act as change manager for all production system changes
  • Act as the owner for File Share, Office 365, AntiVirus and Patch Management tools
  • Ability to work with limited supervision in an environment where the leader, peers, and staff are geographically distributed
  • Must be able to occasionally work outside of core hours, as business conditions necessitate (e.g., implementation of new functionality, month-end processing, etc.)
  • Experience in a Desktop Software Application support role is preferred

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