Senior Director, IT Service Desk

3 weeks ago

Pleasanton, United States Kaiser Permanente Full time
This person must reside in a state where Kaiser Permanente does business. This includes CA, OR, WA, CO, HI, MD, VA, DC, GA.

Job Summary:
In addition to the responsibilities listed below, this Senior Director position is also responsible for leading and overseeing 24/7 IT Service Desk operations, ensuring the delivery of high-quality support for applications, infrastructure, and systems across the organization. This role will focus on achieving first contact resolution, managing delivery teams in multiple locations with multiple telephony and chat queues focused on customer segments. The Senior Director will work closely with market and business unit IT and business leaders to align service desk operations with business goals and objectives. Additionally, this role will involve developing and implementing strategies to improve service desk performance by monitoring and analyzing performance metrics, and fostering a culture of continuous improvement, innovation, and customer satisfaction. Leading a dynamic and complex contact center environment, the Senior Director will also be responsible for overseeing the day-to-day operations of the IT Service Desk and other contact center functions, ensuring smooth and efficient operations. This includes ensuring optimal alignment of contact center volume and scheduling to maintain service desk performance levels. This role is also responsible for establishing key performance indicators (KPIs) and setting performance goals.

Essential Responsibilities:
  • Directs the operations of multiple units and departments by identifying customer and operational needs; analyzing resources, costs, and forecasts and incorporating them into business plans; engaging strategic, cross-functional business units to champion and drive support for business plans and priorities; translating business strategy into actionable business requirements; obtaining and distributing resources; setting standards and measuring progress; anticipating and removing obstacles that impact performance; addressing performance gaps and implementing contingency plans accordingly; ensuring products and/or services meet customer requirements and expectations while aligning with organizational strategies; serving as a subject-matter expert and trusted source to executive leadership; and providing influence and consultation in the development of the larger organizational or business strategy.
  • Models and drives continuous learning and maintains a highly skilled and engaged workforce by aligning cross functional resource plans with business objectives; overseeing the recruitment, selection, and development of talent; motivating and empowering teams; building organizational capacity and developing high potential employees for growth opportunities and advancement; staying current with industry trends, benchmarks, and best practices; providing guidance and leadership when difficult decisions need to be made; and ensuring performance management guidelines and expectations align with and drive business objectives and results.
  • Oversees the service delivery process and outcomes for first, second, and third level support for products and applications.
  • Follows, oversees, and approves the development of standard operating procedures.
  • Directs key performance indicators (e.g., performance, availability, capacity) efforts.
  • Oversees troubleshooting efforts and collaboration with other IT groups.
  • Oversees efforts to analyze and prioritize incoming requests and alerts.
  • Oversees resolution proposal to prevent issue recurrence.
  • Provides overall direction and guidance in tracking and documentation by monitoring resolution of problems to achieve closure.
  • Oversees analysis of incident data and trends to help prioritize efforts to improve system availability and performance.
  • Oversees departmental and enterprise changes to the production environment, according to established change control processes.
  • Oversees recurring and escalated problems.
  • Oversees meetings with multiple vendors to resolve service failures or issues.
  • Directs execution of disaster recovery and business continuity processes and events.
  • Oversees after hours on call support.
  • Oversees vendor invoices.
  • Oversees information distribution (e.g., procedures, installation, configuration) related to new technology.
  • Sponsors the use of a knowledge repository for technical support.
  • Oversees procedures for incident escalation.
  • Oversees the development of plans and coordinates resources for special projects with vendors.
  • Oversees the documentation of workarounds for problem records and changes to proactive processes.
  • Oversees vendor performance and provides direction for service improvements or revisions to strategy.
  • Oversees vendor systems access.

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