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Service Desk Manager

3 months ago

Plano, United States Origina Full time
Job DescriptionJob DescriptionSalary:

Who we are

At Origina, we are on a mission to change the software world

 

We are the leading global provider of third-party IBM™ software support and maintenance that Gartner™ consistently recognizes as a forward-thinking alternative to traditional software mega-vendors. As a strategic partner, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

 

At Origina, our values of Trust, Fairness, Relationships, and Opportunities are the pillars for our competitive strength and the foundation for the culture we strive for. These principles reflect our beliefs about what’s most important and guide us on our exciting and unwavering high-growth journey

 

At Origina, we are proud of our unique and engaging culture For 2 years running, we have been certified & recognised by Great Place to Work® as one of Ireland’s best small workplaces and best workplaces in tech

 

We believe in freedom of choice in the world of software and are a leader in the Right to Repair movement, both in U.S and Europe. As strategic partners, we help our customers protect the security and stability of their software, extend its longevity and lifecycle, and enhance its performance and functionality.

 

Visit origina.com to learn more.

 

The Role

Reporting to the Global Head of Service Desk, the Service Desk Manager is responsible for overseeing the daily operations of the Service Desk, managing the staff, and ensuring the quality and efficiency of service delivery. The Service Desk Manager also handles escalated issues, critical incidents, and stakeholder communication in the absence of the Global Head of Service Desk. This role will be based in our Plano, Texas office, and effectively be a 2IC (second in command) to the Global Head of the Service Desk. The ideal candidate will have strong management skills, technical expertise, and customer service orientation.

  • Assist in managing the Service Desk staff, including training, coaching, and performance evaluation
  • Support the planning and allocation of resources and schedules for the Service Desk operations
  • Help monitor and report on key performance indicators, such as SLA compliance, customer satisfaction, and productivity
  • Assist in developing and maintaining policies, procedures, and standards for the Service Desk operations based on best practices
  • Ensure that service requests are handled according to established procedures and best practices
  • Act as point of contact for customer escalations ensuring a satisfactory outcome on each occasion, applying conflict-management and impact-assessment skills
  • Support ongoing communication with executives and business stakeholders on Service Desk performance, issues, and improvement plans
  • Analyze data and trends to identify areas of improvement and opportunities for innovation.
  • Ensure compliance with security, quality, and regulatory requirements

 

About you

  • 4+ years’ experience working in Technical Service Desk Delivery, with 2+ years of management
  • Proven track record of effectively managing staff within a Service Desk
  • Team management and leadership with hands-on approach
  • Proficiency in ITIL and recognized Quality processes
  • Management of 3rd party providers and vendors
  • Strong customer focus and commercial awareness with ability to handle escalations with key customers
  • Gravitas to step-up in the absence of the Global Head of Service Desk, to manage internal challenges and customer escalations with key accounts at the world’s largest organizations
  • Demonstrated ability to discuss Technical Issues with internal and external stakeholders at all levels
  • Strong technical knowledge and troubleshooting skills
  • Experience with Service Desk tools, processes, and methodologies
  • Data-driven decision-making and problem-solving skills
  • Customer service orientation and quality focus
  • Skilled in influencing, negotiation and stakeholder management
  • Ability to work in a way that aligns with our values of Trust, Fairness, Relationships, and Opportunity


What we offer

  • Competitive compensation that rewards achievement
  • Hybrid, flexible working model
  • High-level Health, Dental, and Vision insurance
  • STD and Life/AD&D cover
  • 20 days PTO each year
  • Additional 10 Federal/Regional holidays
  • Generous Maternity & Paternity leave
  • 4% 401k match
  • $200 annual wellness benefit
  • $1,000 professional development benefit
  • Employee Assistance Program
  • Fun and inclusive environment with regular events organized by Engagement, and Inclusion Committees

 

Don't worry if you don't meet ALL the requirements, if you feel you would be a great fit for this role, we would love to hear from you At Origina, the most important ingredient for us is our culture fit and recognizing those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

 

Origina is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

 

By submitting your application, you agree that Origina may collect your personal data for recruiting, global organization planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina’s use of your personal information.