Description

JOB DESCRIPTION

Global Service Desk Leader

Position Overview:

The Global Service Desk Leader will be a dynamic leader to drive operational excellence and digital transformation across our global service desk operations. The leader will oversee a multi-region, multilingual service desk team, ensuring world-class IT support for our global business driving the strategic direction and operational excellence of the global service desk function.

The ideal candidate is a visionary leader with deep expertise in service desk modernization, automation, and digital transformation. They will focus on enhancing service delivery, leveraging AI and automation, and driving operational readiness and efficiencies to improve overall effectiveness of IT support services.

Key Responsibilities:

Global Leadership & Strategy

• Develop and execute a comprehensive service desk strategy aligned with the company's overall IT and business objectives.
• Lead the global service desk team in delivering high-quality support services to internal and external stakeholders.
• Lead and manage global service desk teams across multiple geographies.
• Develop and execute a service desk transformation strategy, incorporating AI, self-service and automation.
• Identify and implement digital solutions to enhance end-user experience and improve service efficiency.
• Ensure the service desk operates as a proactive, data-driven organization aligned with business needs.
• Ensure alignment with business objectives, industry best practices, and IT service management frameworks (e.g., ITIL).

Service Desk Transformation

• Oversee daily operations of the global service desk, ensuring efficient and effective service delivery.
• Optimize service desk processes and procedures to improve response times and resolution rates.
• Develop a structured transition plan, ensuring minimal disruption to business operations.
• Build and scale service desk teams, optimizing workflows and performance.

Operational Excellence & Continuous Improvement:

• Build, mentor, and develop a high-performing service desk management team.
• Foster a culture of continuous improvement, learning, and employee engagement within the team.
• Oversee global support functions, ensuring 24/7/365 operations and high customer satisfaction.
• Implement and monitor key performance indicators (KPIs) to track service quality and efficiency.
• Drive automation, AI/chatbots, and self-service capabilities to enhance support operations.

Performance Measurement:

• Establish key performance indicators (KPIs) and metrics to measure service desk performance and user satisfaction.
• Regularly analyze performance and provide actionable insights and recommendations to improve service quality.

Technology Integration:

• Stay updated on emerging technologies and tools that can enhance service desk operations and customer experience.
• Collaborate with IT teams to implement and integrate new service desk technologies.

Stakeholder Engagement:

• Collaborate with various business units to understand their needs and align service desk support accordingly.
• Act as the primary point of contact for escalated issues and ensure timely resolution and communication.
• Ensure compliance with company policies, security requirements, and regulatory standards.

Budget Management:

• Develop and manage the budget for the service desk function.
• Ensure cost-effective operations while maintaining high service quality standards.

Requisition #: 19416

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