EMEA IT Service Manager

Job Description

We are looking for a passionate, positive-minded and motivated IT Service Desk Manager (ITSDM) for our EMEA offices. The role will have global reach to EMEA Teams; partnering with US & APAC IT Manage and VP of IT to implement processes to serve global support operations across the organization. This position is for an ITIL best in class candidate who will be responsible for managing the EMEAaily support activities, be a strong technical hands-on leader to the Analysts, drive technical escalations within technology teams and deliver robust communications via ITSM tool and work to deliver daily team success. They would be responsible for delivering high-quality end-user services, systems, tools, knowledge and support based on industry best practices. Your success will hinge on taking an innovative approach in developing and deploying user-friendly services within our rapidly growing company. You will champion Customer experience and drive a culture of continuous service improvement.

Responsibilities:

help develop and support service improvement strategies for EMEA and contribute to the global Helpdesk efficiency.

• Help develop and support service improvement strategies for EMEA and contribute to the global Helpdesk efficiency, including but not limited to building out coverage model (based on heat-map, anticipating workforce growth, creating SOP documentation, handling escalations and driving service improvement processes etc.)
• Build and promote a customer-first culture for the Service Desk team to ensure excellent global end-user support that concentrates on delightful service experiences for GLGers.
• Manage EMEA IT vendor relationships.
• Manage the team against predefined SLAs and critical metrics to ensure service expectations are met, and use metrics and data to drive service improvement, and to hold agents accountable, utilizing dashboards / Performance Analytics in the ITSM Tool
• Define and implement Service Desk related policies and procedures, to drive value through continual improvement.
• Set employee objectives, monitor and evaluate performance, and develop your team through feedback and mentoring.
• Drive a Knowledge Centered Service (KCS) approach to L1 Support
• Support a shift-left approach, to take on more responsibility at L1, and to enable GLGers to self-help through excellent knowledge articles and user documentation.
• Promote good ticket hygiene and queue management, and devise plans and training materials for agents.
• Measure customer sentiment and satisfaction via CSAT, following up on any negative feedback received.
• Work with the VP of IT to ensure all Service Desk activities are aligned with the ITSM Vision and Strategy and the Continual Service Improvement Plan (CSIP).
• Be a collaborator in the ITSM Transformation project, representing the L1 / Service Desk functional work-stream.

Requirements:

• 4+ years as a Manager of Service Desk
• working knowledge of ITIL fundamentals
• 8+ years in the IT industry or other customer service / support function
• Demonstrated written and spoken communication skills
• 4+ years’ experience working with an ITSM tool
• experience with developing KPIs for Helpdesk and metrics reporting
• experience supporting both Mac and Windows environments
• consistent track record of building, mentoring, and developing effective teams
• experience with supporting users on a global environment
• experience with SOX compliance and the ability to support annual audit exercises
• ability to work effectively with staff, peers, and others in and outside the organization to accomplish goals, objectives and to identify and resolve problems

Preferred Knowledge and Experience:

• certified ITIL Foundation V4 or above
• Zendesk and ServiceNow experience
• experience with managing outsourced Level-1 support a big plus!
• up to date with the newest trends, tools, and strategies as it relates to managing a global service desk
• experience with Customer Self-Service portals, self-help, automated Chat-bots, live chat etc.
• experience of Agile fundamental principles

Education:

• BS Degree in Information Technology Management orequivalent experience

What We Offer You:

• A constant stream of new things for you to learn. We’re always expanding into new areas, bringing in open-source projects and contributing back, and exploring new technologies.
• A set of extraordinarily hardworking, innovative, open, fun and dedicated peers, all the way from engineering and QA to product management and customer support.
• Growth and mentorship. We believe in growing talent through ownership and leadership opportunities. We also believe mentors help both sides of the equation.
• A stable, collaborative, and supportive work environment.