Global Service Desk Manager

Work Location - Pune

This is work from Office 5 Days

POSITION SUMMARY

Owens & Minor is looking for a Global Service Desk Manager as part of Infrastructure Managed Services.

Provide leadership for the Global IT Service Desk support call center with full responsibility for the B1, B2 & B3,L1 support operations to support Owens & Minor global user base. Performs all required management responsibilities including but not limited to: implementing the company's policies, programs, and guidelines; ensuring employee productivity and growth; managing resources; knowing Owens & Minor's business; and maintaining functional, technical, and external market awareness necessary for managing immediate organization, set & implement operational standards and targets, including documentation, training, security, information and assets life cycles, etc.

ESSENTIAL JOB FUNCTIONS:

- Act as the Manager for the Owens and Minor 24x7 Global IT Call Center
- Owns and provides leadership with full responsibility for the global B1, B2, B3 & L1 support operations:
- Performs all required management responsibilities including but not limited to: people's management; implementing the company's policies, programs, and guidelines; ensuring employee productivity and growth; managing resources, managing support shift schedules and resource coverage
- Manage the processing of incoming calls and chat to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
- Track and analyze trends in Service Desk requests and incidents.
- Organize, participate/lead and be an active part in scheduled service review meetings (WSR, MSR & QSR).
- Has overall control of operations planning, shift schedule planning, staffing, managing priorities, and recommending and implementing changes to methods.
- Working within the global Owens and Minor IT team to support end users globally.
- Controls support processes including but not limited to: incident management, request management, problem management, critical incident management, services and configuration items monitoring in accordance with the ITIL framework and best practices by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreements (SLAs) and Customer Satisfaction targets
- Independently handles assigned tasks, diagnoses, analyzes and solves complex problems.
- Demonstrate excellent management skills to direct the team towards operational excellence and develop team members.
- Mitigate and solve escalations with urgency and determination.
- Organize, participate and be an active part in scheduled service review meetings.
- Lead the translation of customer requirements into work instructions, standard operating procedures (SOPs) and knowledge base articles (KBs). Ensuring that all processes used by the service desk are consistently audited, and regularly improved.
- Manage the documentation of new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required.
- Work with IT Managers to continuously improve the quality of the service and the customer satisfaction.
- Attend conference calls and meetings with project team members from around the world.
- Ensure that adequate resource cover is provided during shift hours, ensure adoption of a flexible work pattern as required.
- Act as Quality Assurance Manager to ensure all incidents across towers sustain an agreed upon level of quality.
- Act on Customer Satisfaction Survey results, analysis results, plans and drives actions to improve Customer Satisfaction Index
- Plan and operate a working culture to retain workforce.
- Train, coach and mentor Service Desk Technicians and other junior staff.
- Ensure prompt response on P1, P2 incidents by following procedures, ensure staffing for P1, P2 support to allow resolution within the agreed SLA timeframe.
- Supervise the infrastructure monitoring service.
- Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.

SUPPLEMENTAL JOB FUNCTIONS:

1. Performs additional duties as directed.
2. Effectively accomplishes set goals while primarily working in a office environment.

Qualifications

EDUCATION & EXPERIENCE:

- Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field of study; Master's Degree preferred.
- 5+ years in progressing IT roles; 3-5 years direct supervisory experience or any equivalent combination of education and experience to meet the above requirements.
- Being aware of and managing the costs of running the service desks.
- Experience in working on active directory, ITIL foundation, business applications, etc
- Experience with transition of services and insourcing solutions.
- Have worked for managing complex IT setup of organization with 100+ branches and global setup.
- Ability to work occasional evenings and weekends.
- Ability to work in an office environment on a regular basis.

KNOWLEDGE SKILLS & ABILITIES:

- DLP, AV, WSUS, Patch management, VPN, VDI technology.
- knowledge of Infrastructure technologies like Active directory, LDAP, Router, switches, Server Hardware with all Leading OS like Windows, Redhat,Linux, DHCP,Radius,Cerficate Server, DNS, Application, ,Public certificates, global traffic manager , Network management coordination for DC, DR drills, SAP.
- Patch management, ITSM tools, Microsoft Exchange,O356,MS teams. Azure AD, Proxy etc.
- Wifi, LAN,WAN, VLAN, DNS,DHCP, SSL etc.
- End user Windows platform.
- Deep understanding of current and emerging Infrastructure Services technologies and how other enterprises are employing them.
- Exceptional leadership skills with the ability to develop and communicate a vision that inspires and motivates staff and aligns to the IT and business strategy.
- Ability to instill confidence in the business and demonstrate the business value of IT.
- Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills
- Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- An ability to balance and plan the short-term actions of the team.
- Knowledge and understanding of best practices for service management.

ADDITIONAL REQUIREMENTS:

- Fluency in English, both written and spoken.
- Must be highly motivated and have a positive attitude.
- Excellent people's management skills.
- Excellent listening and customer service skills.
- Excellent communication, interpersonal and organizational skills.
- Must be a team player and tactful.
- Proven track record working in a global and multicultural environment.

Willing to travel domestic or international (10%).

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