IT Service Desk Senior Manager

Job Description

In this role, you will:

Manage and develop teams of individual contributors and managers in roles with moderate complexity and risk in Technology Operations for the IT Service Desk. This will include managing vendor resources for the service desk.

Drive continuous improvements and modernization of the service desk with a high level of focus on automation, data insights and improved customer experience

Streamline processes and procedures through the use of Artificial Intelligence and automation to ensure issues are handled in the shortest amount of time possible and preferably through a self service mode approach.

Manage and improve on key customer metrics such as Net Promoter Score thereby improving the overall customer experience delivered by the IT Service Desk

Engage and influence stakeholders, internal partners and peers

Identify and recommend opportunities for technology operations process improvement and development

Drive key strategic initiatives associated with End User Experience, Operational Efficiencies, agent productivity and satisfaction

Work with IT risk management, compliance and all lines of defense, including Audit, to ensure risks are proactively managed

Institute controls in partnership with Operation Risks to ensure risk management is sustainable

Manage the costs, demand and resource capacity for the team resources, leveraging external resources as needed

Determine appropriate strategy and actions of technology operations team to meet deliverable

Interpret and develop policies and procedures

Collaborate with and influence all levels of professionals, including more experienced managers

Manage allocation of people and financial resources to ensure commitments are met and align with strategic objectives in technology operations

Develop and guide a culture of talent development to meet business objectives and strategy

Required Qualifications:

15+ years Experience in Technology Operations, or equivalent demonstrated through experience in Global IT Service Desk environments servicing multiple regions globally

Experience in modernizing the IT Service desk with focus and exposure in IT Service Management tools such as Service Now

Experience in automation projects for the service desk including implementation of conversational chat bots and intelligent automation to reduce ticket volumes and create a high level of customer satisfaction and self service

Hands On Experience in Data Analytics would be desirable