Director - Global End User Experience
3 weeks ago
About Brink's:
The Brink's Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 52 countries serves customers in more than 100countries.
Brink's has been a trusted partner in securing commerce for more than 165 years. Together, every Brink's Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team - and stay here.
We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.
Job Description
Director in the field of Information Technology is responsible for developing and implementing the global strategy for End User Computing across all 4 regions, overseeing the day-to-day operations of Field Service Support, IT Service Desk, End User Computing, IT Collaboration and Unified Communications on a Global level. Responsible for managing and advancing support of end user service requests and computing issues. Implements operational best practices and continuous Service Management improvement. Ensuring service levels are met, and end-user satisfaction is achieved. Provides technical expertise for both tactical and strategic initiatives. Ensures IT processes are service oriented, and business focused. Provides detail and summary reporting for key metrics. Leads, mentor and develop team members.
Responsibilities:
• Build and implement 'global strategy for End user computing' across all 4 regions along with execution.
• Lead global teams providing IT service desk and technical end user support.
• Monitor for continuous service and process improvement.
• Develop, manage, measure and report on key metrics and KPIs.
• Deliver End User Experience projects on time with high quality standards; operate within budget.
• Own and manage Hardware and Software Vendor management for vendors that play in this space.
• Own and manage eMail Messaging services (MS O365).
• Own & manage Collaboration technology (End User facing) and Meeting experiences.
• Own and manage migration to standard cloud storage services (MS OneDrive).
• Ensure "How To's" and FAQs are documented and organized in a knowledge repository for user reference
• Coordinate and deliver technical support (Break/Fix) as needed for corporate, business and other remote site events.
• Build and manage a world class 24 x 7 Service Desk Team, including:
• Workplace Remote Services
• Workplace Field Services
• Drive service desk efficiencies, ITIL, and continual process improvement across the IT organization
• PC Image Management.
• Image Delivery
• Application Packaging and Distribution
• Workstation Patching
• Promote self-service tools, automation, catalog of services and the knowledge repository as mechanisms to improve service levels, end user satisfaction and productivity.
• Perform trend analyses and develop action plans for improving productivity, service responsiveness and cost efficiencies.
• Stay current in end user support, management, technologies, sourcing, compliance, policies and procedures.
• Ensure standards are followed; provide evidence for internal and external audits.
• Oversee the provisioning, deployment, management and tracking of all end user equipment and disposal.
• Manage device lifecycle replacement; maintain unit forecasts.
• Establish & Manage device standards and user profiles for device deployment.
• Develops service and business level agreements to set expectations and measure performance.
• Develop Risk Mitigation strategies and Business Continuity plans.
• Employee Onboarding, specifically as it aligns to ensuring user has all required technologies available on their Day One.
• Lead direct reports and their technical teams, provide challenging assignments, training and career opportunities.
• Develop department goals, objectives, and operating budgets.
Financial Responsibilities
• Will be accountable for End User device budget and spend including end-user productivity software (Microsoft O365).
Qualifications:
• Bachelor Degree in Computer Science / Computer Engineering, Science or Business Administration or equivalent experience.
• Relevant technical and process certifications (ITIL, HDI)
• 10+ years leadership experience within IT Operations; at least 3 years as a Director.
• Exceptional leadership skills, including the ability to supervise, lead, coach, motivate and work through others to achieve desired results.
• Experience in project planning, implementation and management.
• Experience supporting multi-OS platforms (Windows, MAC, Mobile); physical devices and VDIs.
Knowledge and Skills:
Must be able to perform complex tasks and handle multiple priorities and can perform exceptionally under high stress conditions. Ability to demonstrate a thorough understanding of Active Directory management, Group Policy, Deployment tools, end point management, and collaboration technology.
• Engaging person that builds relationships based on trust and delivering on promises.
• Strong customer service mindset and knows the meaning of service excellence.
• Demonstrated ability to manage multiple/disparate projects at the same time.
What's Next?
Thank you for considering applying for a job at Brink's. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.
Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink's. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.
Brink's is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink's is also committed to providing a drug-free workplace.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
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