• Location: USA, Florida, Saint Petersburg
  • Salary: Negotiable
  • Technology: Cisco Jobs
  • Job Type: Permanent
  • Date Posted: 6th Jan, 2020
  • Reference: ServiceD1620


DIRECTOR - SERVICE DESK TEAMS AND END USER TECHNOLOGY

PERMANENT ROLE

ST. PETE, FLORIDA



Job Description



Be part of the Technology Service Center managing multiple teams of technology professionals in the IT Help Desk and End User Technology. This role is accountable for the strategic direction and successful implementation of technologies to drive stability and improve efficiencies. Manages a department or multiple teams of Technology professionals and is accountable for strategic direction and successful implementation of technologies to drive business and/or revenue growth and/or improve efficiencies. Demonstrates knowledge of IT Service and Support industry and technology to support department and firm commercial goals and applies in-depth understanding of the business impact of technical contributions. Deals with complex and variable issues with substantial potential impact where multiple options must be considered, analyzed, prioritized and validated.





Role & Responsibilities

  • Handle Service Desk teams with call volume capacity of 1,000+ on a daily basis.
  • Ensures the Technology Service Center leadership is assisting the team to providing accurate support and quality customer service in a timely manner
  • Focuses on workforce management to accurately capture IT resource capacity involving resources (internal and/or external), processes and practices.
  • Manage multiple teams in a 24x7x365 environment.
  • Leads projects to successful completion as defined by predetermined project success criteria including those established by the business, capital expenditure and budget requirements. Influences/determines the prioritization of business unit technology projects, optimal project structure and project administration to ensure strategic business objectives are met and risk is managed.
  • Responsible for workforce management to accurately capture IT resource capacity involving resources (internal and/or external), processes and practices.
  • Partners with senior leaders to assess how technologies can best streamline processes and/or add business value.
  • Responsible for developing an organizational transformation roadmap (3 and 5 year vision)
  • Define and execute on progressive milestones driving efficiency and productivity levels.




Skills & Qualifications

  • Minimum of a B.S. in MIS, Computer Science or related degree and ten (10) years of relevant experience including management or leadership experience or combination of education, training and experience.
  • Candidate must be able to relocate to the Headquarters in St. Petersburg Florida.
  • Enterprise Service Desk background of managing over teams handling call volumes 20,000+ on a monthly basis is required.
  • Experience managing in a 24x7x365 production environment.
  • Experience with contact center phone infrastructure, utilization and reporting tools. Strong knowledge/experience with ITIL.
  • Enterprise level background on running a desk of up to 100+ Associates highly preferred.
  • Ability to build, direct, manage, and ensure effectiveness of enterprise quality monitoring and application performance tools.


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