Brink's is hiring: Director - Global End User Experience in Coppell

Brinks Texas License #C00550

About Brink's :

The Brink’s Company (NYSE : BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100 countries.

Brink’s has been a trusted partner in securing commerce for more than 165 years. Together, every Brink’s Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse backgrounds, ideas, and perspectives.

Job Description

The Director in the field of Information Technology is responsible for developing and implementing the global strategy for End User Computing across all 4 regions, overseeing the day-to-day operations of Field Service Support, IT Service Desk, End User Computing, IT Collaboration, and Unified Communications on a Global level. Responsible for managing and advancing support of end user service requests and computing issues. Implements operational best practices and continuous Service Management improvement. Ensuring service levels are met, and end-user satisfaction is achieved. Provides technical expertise for both tactical and strategic initiatives. Ensures IT processes are service-oriented and business-focused. Provides detail and summary reporting for key metrics. Leads, mentors, and develops team members.

Responsibilities :

• Build and implement a global strategy for End User Computing across all 4 regions along with execution.
• Lead global teams providing IT service desk and technical end user support.
• Monitor for continuous service and process improvement.
• Develop, manage, measure, and report on key metrics and KPIs.
• Deliver End User Experience projects on time with high quality standards; operate within budget.
• Own and manage Hardware and Software Vendor management for vendors that play in this space.
• Own and manage eMail Messaging services (MS O365).
• Own & manage Collaboration technology (End User facing) and Meeting experiences.
• Own and manage migration to standard cloud storage services (MS OneDrive).
• Ensure “How To’s” and FAQs are documented and organized in a knowledge repository for user reference.
• Coordinate and deliver technical support (Break / Fix) as needed for corporate, business, and other remote site events.
• Build and manage a world-class 24 x 7 Service Desk Team, including :
• Workplace Remote Services
• Workplace Field Services
• Drive service desk efficiencies, ITIL, and continual process improvement across the IT organization.
• PC Image Management.
• Image Delivery.
• Application Packaging and Distribution.
• Workstation Patching.
• Promote self-service tools, automation, catalog of services, and the knowledge repository as mechanisms to improve service levels, end user satisfaction, and productivity.
• Perform trend analyses and develop action plans for improving productivity, service responsiveness, and cost efficiencies.
• Stay current in end user support, management, technologies, sourcing, compliance, policies, and procedures.
• Ensure standards are followed; provide evidence for internal and external audits.
• Oversee the provisioning, deployment, management, and tracking of all end user equipment and disposal.
• Manage device lifecycle replacement; maintain unit forecasts.
• Establish & manage device standards and user profiles for device deployment.
• Develop service and business level agreements to set expectations and measure performance.
• Develop Risk Mitigation strategies and Business Continuity plans.
• Employee onboarding, specifically as it aligns to ensuring user has all required technologies available on their Day One.
• Lead direct reports and their technical teams, provide challenging assignments, training, and career opportunities.
• Develop department goals, objectives, and operating budgets.

Financial Responsibilities

Will be accountable for End User device budget and spend including end-user productivity software (Microsoft O365).

Qualifications :

Knowledge and Skills :

Must be able to perform complex tasks and handle multiple priorities and can perform exceptionally under high stress conditions. Ability to demonstrate a thorough understanding of Active Directory management, Group Policy, Deployment tools, endpoint management, and collaboration technology.

Engaging person that builds relationships based on trust and delivering on promises.

Strong customer service mindset and knows the meaning of service excellence.

Demonstrated ability to manage multiple / disparate projects at the same time.

What’s Next?

Thank you for considering applying for a job at Brink’s. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink’s.

Brink’s is an equal opportunity / affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink’s is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

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