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Service Desk Regional Leader

Client
Nashville, TN Full Time
POSTED ON 1/13/2025
AVAILABLE BEFORE 4/9/2025

Service Desk Regional Leader

Location : Nashville, TN

Full Time Position

The role is an executive support / management position, the individual should be capable of assisting the team and leading by example. Experienced in service delivery support for SaaS / Cloud based services through standards and policies. Sets processes, leads project teams, rectifies reliability issues, monitors progress, tracks KPIs, tracks assets, and manages budgets. The Global Service Desk team provides employees with quality support, and personalized training. Our concierge-style service empowers our customers to leverage technology to work more effectively.

Responsibilities :

  • Service Desk Regional Leader will manage all procedures related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, and coordination of all service delivery functions related to those requests specific to your region.
  • Understand complex end-user requirements & find solutions to solve business challenges.
  • Provide a concierge level of support to all end-users in the organization including C-Suite and VIP clients.
  • Serve as the lead point of contact for staff and other department leaders regarding service delivery operations acting as an escalation point for service operations and chasing the resolution of incidents.
  • Establish and maintain mature working relationships with co-workers and end-users that represent IT in relation to service delivery and service quality.
  • Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied
  • Organize regular Service Review meetings with team and furnish metrics to communicate performance expectations.
  • Assess feedback from end-users and (proactively) identify issues.
  • Provide input into service improvement initiatives, planning, strategy and change discussions.
  • Seek for continuous improvement and suggest process improvements.
  • Ensure the staff is educated and trained on the tools and processes necessary to performed at the highest levels.
  • Ensure that customers are informed of service performance issues and significant issues.

Required Capabilities :

  • Prior experience (7 years) in IT Service Management and Service Delivery leadership role, managing complex operations in a multinational organization against existing processes and SLA's.
  • Comfortable working in a demanding fast-paced, service-focused organization, undergoing change and rapid growth.
  • Flexibility to adapt to shifting priorities, coupled with a sense of urgency and desire to 'roll up their sleeves' when needed.
  • Ability to manage a team of 10 , including the capacity to train the staff on End User Technology productivity tools and company processes.
  • Experience operating with a high level of autonomy and the ability to meet deadline through others.
  • Hands-On experience with Microsoft 365, Window / Mac OS, and other company applications
  • Familiarity with Workday, Azure Cloud, Salesforce, and other company platforms
  • Work effectively with both team and / or work group including those outside the formal span of control to resolve issues and fulfil end-user requests.
  • Knowledge of industry-standard computer hardware, software, including cybersecurity systems
  • Knowledge of ServiceNow intake, escalation, and reporting processes

    • Desired Capabilities :

  • Cybersecurity, threat prevention, and NIST familiarity
  • Knowledge of networks, VPNs, and wireless technologies
  • ITIL Foundation 3.0 Certified
  • PMP or project management training
  • Excellent verbal and written communication skills
  • Bachelor's degree in IT, computer science, or a related field and / or experience

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