VP, Global IT Service Desk

Are you looking for your next opportunity?

Sompo has a unique opportunity for a VP, Global IT Service Desk in our Information Technology team.

The VP, Global IT Service Desk will have responsibility for the daily and operational management of the Global Service Desk function.

Location: This position will be based out of our Charlotte, NC, Morristown, NJ, Purchase, NY or New York City office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

Our Business, Your Impact, Our Opportunity

What you’ll be doing:

• Manage the daily operational activities for the global service desk. This includes incident, problem and service request management for the following:
• All Desktop and Laptop devices
• Business applications: Tier 1
• Software applications: Tier 1
• Printing services
• Video Conferencing
• Cisco desk phones
• MIM: Major Incident Management
• SLA Management
• Infrastructure Services: Tier 1
• All IT Projects and Services
• Provide direct oversight of the 24x7x365 outsourced call center providing tier 1 support including:
• Service Desk vendor management
• Knowledge Base oversight
• Lead weekly operations team meetings
• Manage MIM process
• Manage team of onsite service desk tier 2 and 3 support. This includes management of onsite service desk analysts and dispatch services providing desk-side end user support in all locations. Ensure adherence to SLAs, operations processes and standards. Perform personnel management and vendor management.
• Manage mobile device management (MDM) and video conferencing (VC) services and vendors. Ensure adherence to commitments and SLAs and provide coordination between IT and the vendors.
• Develop and implement operational and strategic improvements to the service desk to improve services, reduce ticket aging and control costs.
• Perform administrative and metrics reporting function including:
• SLA reporting
• SD metrics
• MDM metrics
• VC metrics
  

What You’ll Bring

• Bachelor’s degree in computer science or equivalent
• 15 years of experience in global service desks and infrastructure
• 7 years direct management of a global help desk call centre with large user base, multilingual and distributed globally.
• Extensive experience in a customer service-based environment, specifically managing the service desk from an operations and executive level.
• Strong knowledge within IT Infrastructure.
• Licensing, an understanding of IT hardware and vendor management required.
• Hands on experience with data centre operations.
• Exceptional communication skills, enabling clear, concise, and helpful interactions with both technical and business stakeholders at all levels.
• A detail-oriented mindset, intermediate excel skills, critical thinking proficiency and strong organization skills a must.
• Able to manage a global, large and diverse technical team, tiers 1
  
  

Salary Range: $160,000 – $205,000 Actual compensation for this role will depend on several factors including the cost of living associated with your work location, your qualifications, skills, competencies, and relevant experience.

At Sompo, we recognize that the talent, skills, and commitment of our employees drive our success. This is why we offer competitive, high-quality compensation and benefit programs to eligible employees.

Our compensation program is built on a foundation that promotes a pay-for-performance culture, resulting in higher incentive awards, on average, when the Company does well and lower incentive awards when the Company underperforms. The total compensation opportunity for all regular, full-time employees is a combination of base salary and incentives that gets adjusted upfront based on overall Company performance with final awards based on individual performance.

Summary

We continuously evaluate and update our benefit programs to ensure that our plans remain competitive and meet the needs of our employees and their dependents. Below is a summary of our current comprehensive U.S. benefit programs:

• Two medical plans to choose from, including a Traditional PPO & a Consumer Driven Health Plan with a Health Savings account providing a competitive employer contribution
• Pharmacy benefits with mail order options
• Dental benefits including orthodontia benefits for adults and children
• Vision benefits
• Health Care & Dependent Care Flexible Spending Accounts
• Company-paid Life & AD&D benefits, including the option to purchase Supplemental life coverage for employee, spouse & children
• Company-paid Disability benefits with very competitive salary continuation payments
• 401(k) Retirement Savings Plan with competitive employer contributions
• Competitive paid-time-off programs, including company-paid holidays
• Competitive Parental Leave Benefits & Adoption Assistance program
• Employee Assistance Program
• Tax-Free Commuter Benefit
• Tuition Reimbursement & Professional Qualification benefits
  
  

In today’s world, what do we stand for?

Ethics and integrity are the foundation of delivering on our commitment to you. We believe that core values drive success, and that when relationships are held in the highest regard, there is nothing that cannot be accomplished. At Sompo, our ring is more than a logo, it is a symbol of our promise. Click here to learn more about life at Sompo.

Sompo is an equal opportunity employer and we intentionally value inclusion and diversity. Above all, we want you to work in an environment that respects everyone’s unique contributions – we are passionately committed to equal opportunities. We do not discriminate based on race, color, religion, sex orientation, national origin, or age.