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VP of Global Service Desk

Date Posted: Apr 26
Type: Permanent
Wage: Depends on Experience
Job Number: 8148
Location: Houston, TX

TITLE: VP of Global Service Desk

LOCATION: Central Houston

TYPE: Direct Hire

SALARY: Depends on Experience

SUMMARY:
The Vice President of Global Client Service will lead and oversee the enterprise support function that extends to approximately 5500 employees and contractors (our customers) in 27 countries and growing. This role is responsible for ensuring that our customers receive timely and quality support, guiding the global support team through issue escalations and interactions, coordinating the day-to-day support operations, and collaborate with other stakeholders across many geographies and functions. The Vice President of Global Client Service will provide strategic direction by constantly monitoring customer satisfaction and industry trends, recommending new projects, operational standards, and customer service procedures. As a leader, you will always be looking for ways to automate, standardize and provide effective self-help to support our employees efficiently and effectively on scale.

DUTIES:
- Lead a global customer support team ensuring best in class customer support
- Create, track and report on service levels and KPIs
- Identify opportunities for ongoing improvement in support systems and processes
- Identify training requirements - internal and external - to reduce support overhead and cost to serve
- Define and implement a support model that provides coverage after hours including weekends and country-specific holidays leveraging our global footprint
- Lead customer issue resolution, and regularly inform the leadership team of major product or service challenges
- Cultivate customer relationships and promote our capabilities
- Ensure we are providing quality, timely service and communications with customers
- Ensuring the IT Service Desk staff is meeting and exceeding expectations in regard to performance, meeting defined metrics/benchmarks.
- Provide direction of the overall workplace technology experience and roadmap
- Continuously driving productivity and efficiency within the Service Desk function
- Developing and executing plans to reduce ticket volumes and implement automation
- Experience running IT projects, Service Desk improvements or ITSM implementations
- Being accountable for the quality of service, VIP support and performance, ensuring future demand from growth is well understood and planned for
- Proactively owning and managing escalations from all users, liaising with internal IT teams and third parties to achieve satisfactory outcomes
- Training, coaching, and mentoring service desk specialists including career development
- Constant monitoring of trends and changes and know how to improve the customer satisfaction levels using the latest methodologies
- Build strong relationships and act as a bridge between IT, the Business Departments and support functions.
- Multi-lingual preferred

REQUIREMENTS:
- 12+ years of Enterprise-Level Service Desk experience including solid team-leading and people management (20+ FTE) experience.
- Direct experience creating and deploying global service desk processes and technologies for organizations exceeding 5000 employees in 20+ countries
- Thorough knowledge of desktop and application virtualization including solutions from Microsoft O365, SharePoint, OneDrive, Box, Print Servers, Manage Engine, Azure VDI, etc.
- Working knowledge profile management tools, application provisioning and patching tools
- Comprehensive understanding of Microsoft Active Directory and Azure AD GPOs, OUs, MFA, Application and Security policies
- Mobile device support for Windows, Android and Apple
- Working knowledge of Microsoft Office 365 administrative tasks including provisioning, permissions, and access modifications
- Working knowledge of mobile device management technologies and industry-accepted security policies
- Knowledge and understanding of the business processes and employees' work patterns the technology supports, to help prioritize and develop decision-making criteria for major projects
- Strong knowledge of optimization and full utilization of technology-supported, including a solid understanding of technology capabilities and limitations
- Solid interpersonal and communication skills to deal effectively with all kinds of internal customers and external vendors
- Effective Customer service, leadership, and team motivational skills
- Excellent problem solving, diagnosing, and troubleshooting skills
- A hands-on individual who is not afraid to roll up sleeves and get into the detail with excellent analytical skills with a commitment to quality standards
- Experience in managing and negotiating complex vendor and services contracts

EDUCATION:
- Bachelor’s degree in MIS, Computer Science, or other related field preferred.

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