Please direct your responses to: recruiting@280group.com
IT Service Desk Manager
Is service excellence your passion?
Do you want to lead a high performance team?
Can you lead service process innovation?
We are seeking a highly motivated and experienced IT Service Manager to lead our Global Service Desk team from our Headquarters in Sunnyvale Ca,
As the global Service Leader you will have
- the challenge of driving positive change in IT service processes
- the satisfaction of improving IT services to Blue Coat staff globally
- the opportunity to experience leading a global team
While you are the sole IT representative in the UK office you are not alone and will be supported by our global IT service desk in the USA and Asia.
This role will give the right candidate the opportunity to control your daily work and make a direct and meaningful contribution to the Blue Coat team in Europe.
To secure this role you will be technically excellent in the support of desktop systems and local area networks, you will also have good skills with Windows Server and wide area networks. You will have worked in an IT team or Service Desk for at least 2 years and can demonstrate a strong service ethic and above average verbal and written communication skills. Above all you will be highly motivated and a self-starter with a passion for excellence.
Your educational background and relevant technical certifications are important to us and should be presented in your application.
About Blue Coat
Blue Coat empowers enterprises to safely and securely choose the best applications, services, devices, data sources, and content the world has to offer, so they can create, communicate, collaborate, innovate, execute, compete and win in their markets. We have a long history of protecting organizations, their data and their employees and are the trusted brand to 15,000 customers worldwide—including 86 percent of the FORTUNE Global 500. With a robust portfolio of intellectual property anchored by more than 200 patents and patents pending, Blue Coat continues to drive innovations that assure business continuity, agility and governance.
POSITION DESCRIPTION
About the Job:
Blue Coat is seeking a IT Service Desk Manager to lead our Global Service Desk team based in Sunnyvale Ca. This position is a key role leading the global team and reporting to our Director of Infrastructure Service in Sunnyvale Ca.
The Service Desk operate globally with staff in the USA (Sunnyvale, Draper, Boxborough), Canada (Waterloo), UK (Farnborough) and Malaysia (Kuala Lumpur). Our business users are based in more than 20 locations globally. The Service Desk follows the sun to ensure IT systems are supported during business hours in each geography.
The ideal candidate will have proven Service Desk / Help Desk or Technical Team leadership experience and a proven track record in delivering excellent technology services to internal or external customers.
We expect a leader who understands how to structure a repeatable process, track quality metrics, and can provide day to day leadership in team priority setting, as well as provide longer term planning for the team to hit objectives.
In addition, we expect the right candidate will have a technical background that will contribute to process problem resolution and be able to provide guidance to junior team members on how to resolve problems and issues in the environment.
The technical environment includes desktop systems both PC and MAC, Windows Server, Office 365, and Corporate systems on Linux, and Unix platforms. As well as a global WAN linking our offices and providing a global VoIP solution.
Our Service Desk Manager will have a high degree of customer contact and must be able to communicate effectively with all levels of the organization in resolving issues and reporting progress on improvement projects. Well developed interpersonal communications and presentation skills both verbal and written are a requirement for this position.
This role will provide direct line management of staff in the North America and Europe. Staff in Asia Pacific are accountable to the role for service delivery performance.
Responsibilities:
• Manage IT Operational service levels and oversee the performance of the following service operations processes:
- Incident Management,
- Request Fulfillment,
- User Access Management
- Problem Management
- Change Management
- Configuration Management
• Manage and prioritize IT incident response during North America Business hours
• Work with the APAC / EMEA team to hand over issues or receive issues each day.
• Review service level performance and work with the team to determine approaches to improve systems reliability or improve service processes.
• Work with the daily, weekly, monthly and quarterly Service Manager activities to enable continual improvement
• Business travel may be required on occasion.
• Work with vendors to procure equipment.
• Ensure Service Desk staff maintain inventory stock, distribute inventory of computer hardware/software, mobile devices within the service desk CMDB.
• Ensure the Service Desk team record all IT work activities are recorded in the IT Service Management systems provided.
• Be aware of and comply with all Blue Coat policies and processes including:
o People Management
o IT security and
o Other compliance / governance policies.
• Other projects duties as assigned.
Requirements:
- All interactions with customers require professionalism, world-class service and timely response.
- Proven track record in task prioritization and management
- Well developed problem solving skills
- Well developed communications and presentation skills
- Candidate must be a self-starter who requires minimum supervision.
- Ability to lead teams locally and remotely
Education / Certifications:
- Bachelor's Degree in Computer Science, Business, IT/IS, Engineering, Math or Sciences.
- Minimum 2 years work experience in an IT Leadership position.
o Help Desk, Service Desk, Technical Team Leader or Project Manager
- Technical background in Infrastructure, Networking or Applications.
Desired Skills:
- Microsoft SCCM
- JAMF Casper
- Sophos Antivirus
- Microsoft Windows 7
- Apple Mac OSX
- Service Now Ticketing System
- Microsoft Office 2013
To apply please go to:
https://sjobs.brassring.com/TGWEbHost/jobdetails.aspx?partnerid=25815&siteid=5130&AReq=2120BR
Posted by: KIT List Jobs <jobposting2@kitlist.org>
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