Regional Service Desk Leader

6 days ago


Nashville, United States Robert Half Full time
Job DescriptionJob DescriptionWe are in search of a Regional Service Desk Leader to join our team in Nashville, Tennessee. This role is within the IT industry, focusing on managing and coordinating all service delivery functions related to end-user support requests specific to the region.

Responsibilities:
• Manage and oversee all procedures linked to the identification, prioritization, and resolution of end-user support requests in the region.
• Develop a deep understanding of complex end-user requirements, devising solutions to address business challenges.
• Deliver a high level of support to all end-users within the organization, including high-profile clients and C-Suite members.
• Act as a key contact point for staff and other department leaders concerning service delivery operations, serving as an escalation point for service operations and driving the resolution of incidents.
• Foster and maintain productive working relationships with co-workers and end-users that reflect positively on IT in relation to service delivery and service quality.
• Monitor defined Key Performance Indicators (KPIs) and initiate action plans when metrics fall below agreed KPIs, ensuring support teams are capable of meeting Service Level Agreements (SLAs) and end-users are satisfied.
• Organize regular Service Review meetings with the team, providing metrics to communicate performance expectations.
• Evaluate feedback from end-users and proactively identify issues.
• Contribute to service improvement initiatives, planning, strategy, and change discussions.
• Advocate for continuous improvement and suggest process enhancements.
• Guarantee the staff is well-informed and trained on the necessary tools and processes to perform at peak levels.
• Ensure customers are updated on service performance issues and significant matters.• Minimum of 5 years of experience in a similar role as a Regional Service Desk Leader
• Proficiency in Active Directory
• Extensive knowledge of Office 365
• Proven experience in ServiceNow Development
• Demonstrated expertise in ServiceNow Implementation
• Familiarity with Enterprise Applications
• Proficiency in Azure
• Experience with Mac OS
• Knowledge of Procurement processes
• Understanding of Single Sign-On (SSO) technology
• Experience with Audio Visual technology

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