Job Abstract

Role Overview:

The responsibilities of this role include ownership of onsite support operations in North America. Working in partnership with IT Managers in other regions to further enhance the capabilities of established support services.

The aim of the role is to increase customer satisfaction and improve the user experience through:

• Business relationship management / service reviews.
• Provide input to the implementation of core ITSM principles.
• Take part in enhancing Operational & Experience Level Agreements.
• Active queue management with Tier 2 and local Walk-up desk support.
• Development of a follow-the-sun support model.
• Cultivate the growth and professional development of the team.

The manager will grow and develop a team located in multiple offices, focusing on local/remote delivery of global support. The team is responsible for end user support, walk-up desk operations, executive support, and specialized engineering support services within these regional offices. The role has responsibility for ensuring operational services are in alignment with our global support objectives. Work closely with regional counterparts to continuously improve technical and global operational support processes.

What you’ll be doing:

This is an exciting role where you will apply both your in-depth technical knowledge and mixing it with business relationship management to stay connected with each of the business department. Finding opportunities to eliminate user frictions and use data to implement strategies to improve end user experiences.

Responsibilities:

• Ensuring the timely delivery of IT Services within the established ITSM principles.
• Accountable for site/regional level escalations and coordinating end to end resolutions with all responsible parties.
• Create, maintain, and generate site/regional specific Service Now dashboards and reporting.
• Recommend benchmarks and metrics for measuring and improving support services.
• Manage the performance of the Tier 2 team and uphold established SLA/OLA
• Conduct monthly or quarterly service review with department heads.
• Ensure internal support knowledgebase are accurate and up to date.
• Take part in service readiness review and establish support processes to be applied globally.
• Lead, galvanize, and develop a strong service & support team.
• Operate onsite in San Francisco and travel to responsible sites as required.

What we’re looking for:

If you love the challenge of a complex global organization and developing a trusted team as the face of IT, this role could be for you!

Experience:

• Proven delivery of customer focus experience in an engineering environment.
• Experienced managing and working in a distributed team environment.
• Sound understanding and proven delivery of ITSM capabilities in a corporate environment.
• Proven track record on multitasking and prioritizing tasks in a fast-paced environment.
• Knowledge of networking concepts and system administration.
• Strong Support experience or knowledge of the following applications and systems:
  • Windows 10, 11, and macOS
  • Azure and M365(Teams, Outlook, Excel, Word, …etc.)
  • Okta and MS Authenticator
  • Service Now, JIRA, and Confluence
  • GSuite, Slack, and Box
  • JAMF, SCCM, Ivanti, and Intune
  • PowerShell and bash scripting

Qualifications:

• 8+ years of enterprise desktop support experience showing consistent progression in technical responsibilities.
• 5+ years of IT management experience leading a team.
• ITIL v4 Foundation certified.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience preferred.
• IT industry certifications such as JAMF, Microsoft Azure, M365, Apple, CCNA, A+, Network+, Security+ preferred.

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