• IT Service Desk Delivery Manager

    Posted Date 3 weeks ago(10/2/2018 11:14 AM)
    Posting Location
    Fort Mill, SC
    Req #
    R0014267
    Category
    Information Technology
  • Overview

    Interested in managing talented technology professionals supporting support some the world's most recognized companies? CompuCom recently became a member of the Office Depot family of companies. We are a growing Global IT Support, Infrastructure, and Cloud provider who is recognized as an Industry Leader and Challenger by Gartner Group & Forrester. We are searching for an IT Service Desk Delivery Manager. We place a high value on growing your career and promoting work-life balance and would love to have you join our team in our brand new Fort Mill, SC office.


    On any given day our 10,000+ associates support:
    • Over 4 Million End Users, 5.1 Million Devices, 48 Data Centers, 317K Servers
    1.3 Million Peripherals, 331K Network Devices and over 3.5 Million Desktops and Laptops
    • All with over a 90% First Call Resolution Rate

     

    Responsibilities

    IT Service Desk Delivery Managers are responsible for delivery of service desk services as described in the Statement of Work (SOW) in collaboration with CompuCom’s Service Delivery Manager (SDM) and the Global User Services Service Line.

    Role priorities are:

    • Manage performance of Level 1 & Level 2 services and support to clients while ensuring service levels are achieved and customer expectations are met or exceeded.
    • Responsible for ensuring staff are meeting/exceeding expectations in regards to performance and defined SLA metrics/benchmarks
    • Ensure that appropriately skilled and trained resources are working in accordance with agreed internal and customer procedures and standards;
    • Train, coach and mentor Service Desk Analysts (Level 1 - 2) including career development. Oversee staff activities. Builds/obtains training material for support staff. Manage the employee work schedule and provide backup support.
    • Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan);
    • Ensure financial objectives are met. And service profits/losses meet expectations
    • Manage all service desk resources with responsibility for legal and company internal policies compliance of all employees under manager jurisdiction
    • Act as the SPOC for the service, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.

    Required Qualifications

    • Have led Tier 1 & Tier 2 IT Service Desk teams
      • Proven people management and leadership skills and at least 12 months of relevant experience;
      • Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
      • P&L experience a plus
      • Able to pre-empt problems before they arise, plan effectively for future activities and manage unplanned events in a controlled manner;
      • Experience in dealing with client contacts at a senior level;
      • Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;
      • Service delivery background in Infrastructure Management preferred;
      • Work on site at the CompuCom Service Desk location on a daily basis
      • Able to travel if required for meetings.

    Soft Skills
    • Demonstrate strong leadership skills
    • Hands-on operational approach: generate confidence with own team by providing direction, ideas; leadership
    • Highly developed negotiating, presentation and communication skills
    • Resilient, focused and performance driven in a dynamic and fast moving environment
    • Quality oriented in all aspects of delivery
    • Customer service focus

     

    #CB #CompuCom #IT #Knowledge

    #LI-WDP

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