Hireright has an opening for a Technology Service Center Manager/Workplace Support Manager focused on North American Operations. Exact position location to be determined. Manage and coordinate the handling of incidents, problems, Non-Service Catalog Requests, and Service Catalog Requests for a large-scale, Service Center supporting 4,000 users globally. Manage the full life cycle of end-user technology related incidents, problems, and service requests including fulfillment, verification, and closure of incidents. Serve as the primary representative to the Enterprise for matters related to all end-user compute, software, and support. Develop procedures that support execution of Workplace Support activities, to include process flows, defined roles and responsibilities, knowledge articles, and reporting schema to enable the establishment of appropriate touch points and engagements. Identify and implement opportunities for performance improvement of hardware, software and any supporting infrastructure and supporting services by employing IT Service Management (ITSM) best practices. Ensure the delivery of on-site base/post/station technical support and incident resolution to all end users. Provide direction and guidance for investigating, resolving, documenting, and reporting the causes and corrective actions in the Incident Management System for all incidents assigned by the Technology Service Center. Employ continual improvement processes to effectively measure and enhance Technology Support performance, productivity, and knowledge based on performance metrics. Manage and maintain Service Level Agreements (SLAs) for each service in the Service Catalog. Establish KPI metrics, reports and goals that are aligned with the long-term strategic direction of the Global Technology Services division.
Yes. Domestic travel required 25%; potential for international travel
High School or better.
10 years: Experience working in fast paced environments supporting end user computing platforms running varying versions of Windows Operating Systems.
2 years: Prior experience in hiring of technology staff for service desk
5 years: Service fulfillment via an ITSM platform