Global IT Service Desk Manager

Oversee Service Desk support and delivery, including incident management, hardware and application support, and escalations. Responsible for resource management and ensuring timely, effective support, this role leads a geographically dispersed team to exceed SLAs and KPIs while enhancing the end-user experience.

Client Details

Leading Global Manufacturer.

Description

• Collect, analyze, and report on Analyst performance metrics.
• Provide desktop support for internal users, including networks, end-point management, remote access, telephone, and conferencing.
• Ensure reliability and responsiveness of site-based technology through effective monitoring and timely resolution.
• Oversee Service Desk team operations, preventing backlog and promoting employee development.
• Identify opportunities for process improvements and coach the team.
• Develop and manage escalation procedures.
• Schedule staff for operational and after-hours support.
• Define KPIs and success metrics for improved performance.
• Contribute to departmental strategy and budget planning.

Profile

• 7+ years in IT/Service Desk Management, managing teams in a multi-site environment, 4+ years people management.
• Experience with servers, network switches, Wi-Fi infrastructure, mobile devices/MDM, incident management systems, backup/restore, remote tools, data center technologies, and desktop hardware.
• Strong understanding of hardware, infrastructure, software, and applications.
• Experience supporting both onsite and remote users in a global setting.
• ITIL certification.

Job Offer

• Dental/Vision/Medical benefits
• Life Insurance
• Health Spending Account
• RRSP Matching
• 3 Weeks Vacation