Service Desk Regional Leader

5 days ago

Nashville, United States Solomon Page Full time

Our client is looking to fill the role of Service Desk Regional Leader.

  • Compensation: 129k-150k base + Benefits

Responsibilities:

  • The role is an executive support/management position, the individual should be capable of assisting the team and leading by example. Experienced in service delivery support for SaaS/Cloud based services through standards and policies.
  • Sets processes, leads project teams, rectifies reliability issues, monitors progress, tracks KPIs, tracks assets, and manages budgets.
  • The Global Service Desk team provides employees with quality support, and personalized training.
  • Our concierge-style service empowers our customers to leverage technology to work more efficient
  • Service Desk Regional Leader will manage all procedures related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, and coordination of all service delivery functions related to those requests specific to your region.
  • Understand complex end-user requirements & find solutions to solve business challenges.
  • Provide a concierge level of support to all end-users in the organization including C-Suite and VIP clients.
  • Serve as the lead point of contact for staff and other department leaders regarding service delivery operations acting as an escalation point for service operations and chasing the resolution of incidents.
  • Establish and maintain mature working relationships with co-workers and end-users that represent IT in relation to service delivery and service quality.
  • Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied
  • Organize regular Service Review meetings with team and furnish metrics to communicate performance expectations.
  • Assess feedback from end-users and (proactively) identify issues.
  • Provide input into service improvement initiatives, planning, strategy and change discussions.
  • Seek continuous improvement and suggest process improvements.
  • Ensure the staff is educated and trained on the tools and processes necessary to perform at the highest levels.
  • Ensure that customers are informed of service performance issues and significant issues.

Required Qualifications:

  • Prior experience (7+ years) in IT Service Management and Service Delivery leadership role, managing complex operations in a multinational organization against existing processes and SLA’s.
  • Comfortable working in a demanding fast-paced, service-focused organization, undergoing change and rapid growth.
  • Flexibility to adapt to shifting priorities, coupled with a sense of urgency and desire to ‘roll up their sleeves’ when needed.
  • Ability to manage a team of 10+, including the capacity to train the staff on End User Technology productivity tools and company processes.
  • Experience operating with a high level of autonomy and the ability to meet deadline through others.
  • Hands-On experience with Microsoft 365, Window/Mac OS, and other company applications
  • Familiarity with Workday, Azure Cloud, Salesforce, and other company platforms
  • Work effectively with both team and/or work group including those outside the formal span of control to resolve issues and fulfill end-user requests.
  • Knowledge of industry-standard computer hardware, software, including cybersecurity systems
  • Knowledge of ServiceNow intake, escalation, and reporting processes
  • Cybersecurity, threat prevention, and NIST familiarity
  • Knowledge of networks, VPNs, and wireless technologies
  • ITIL Foundation 3.0 Certified
  • PMP or project management training
  • Excellent verbal and written communication skills
  • Bachelor’s degree in IT, computer science, or a related field and/or experience

​If you meet the required qualifications and are interested in this role, please apply today. The S

o

lomon Page Distinction Our t

e

ams, comprised of subject matter experts, develop an interest in your preferences and goals and we act as an advisor for your career advancement. Solomon Page has an extensive network of established clients which allows us to present opportunities that are well-suited to your respective goals and needs – this specialized approach sets us apart in the industries we serve. About

Solomon Page Found

e

d in 1990, Solomon Page is a specialty niche provider of staffing and executive search solutions across a wide array of functions and industries. The success of Solomon Page reflects an organic growth strategy supported by a highly entrepreneurial culture. Acting as a strategic partner to our clients and candidates, we focus on providing customized solutions and building long-term relationships based on trust, respect, and the consistent delivery of excellent results. For more information and additional opportunities, visit: solomonpage.com and connect with us on Facebook, and LinkedIn. Oppor

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unity Awaits.

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