Director-Desktop Support
Company: C3/CustomerContactChannels
Location: Carson City
Posted on: May 15, 2022
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Job Description:
Company Overview Join us on our mission to elevate customer
experiences for people around the world. - As a member of the
Everise family, you will be part of a global experience company
that believes in being people-first, celebrating diversity and
incubating innovation. Our dedication to our purpose and people is
being recognized by our employees and the industry. Our 4.5/5
rating on Glassdoor and our shiny, growing wall of Best Place to
Work awards is a testament to our investment in our culture.
Through the power of diversity, we celebrate all cultures for their
uniqueness and strengths. With 13 centers around the world and a
robust work at home program, we believe great things happen when we
work with people who think differently from us. Find a job you'll
love today!Position Purpose:The Director - Desktop Support is
responsible for the design and architecture of all voice and
telecom systems for the organization. Partnering with CIO and VP of
IT Engineering, they lead the technology strategy and execution for
the enterprise, supporting a high availability environment. The
Director also leads the team who serves as the Customer facing
technical representatives during the sales process and are
responsible for working as the primary technical advisers to drive
and manage the technology evaluation stage of the sales process.Job
Requirements: The role implements and oversees 24x7 operations
support in US. --- Lead a team of managers and engineers to
maintain end-user uptime in B&M and WAH environments. ---
Develop support plans, Service improvement plans planning, and IT
budgeting in alignment with overall IT strategy. --- Lead the
functional delivery team of highly available and scalable end-user
IT infrastructure and end-user services (eg, network, telecom, data
center, cloud computing, 24x7 system monitoring, remote & onsite
tech support, device management, access management, asset
management, and patching) --- Contribute to and ensure adherence to
IT governance and compliance processes --- Lead the selection,
implementation, and management of IT Service Management
technologies and associated service catalog --- Develop and lead IT
end-user support management processes to ensure the appropriate
cross-functional internal and vendor resources are engaged, timely
service restoration, and drive the remediation action plans ---
Implement structures to proactively identify and remediate service
continuity risks --- Work through internal and partner resources to
proactively drive continuous technology, service, and process
improvement --- Ensure infrastructure and end-user technologies and
services are deployed and maintained in a secure manner and meet
client requirements. --- Lead the development, implementation, and
maintenance of standards and processes to ensure services are
well-defined, effective, and efficient --- Front-end client and
internal compliance audit and associated requirements.
Qualifications: --- Masters / Bachelor's Degree in Computer Science
or related field of study; or any equivalent combination of
relevant background, skills, and experience. Master's Degree
preferred. --- 8+ Years' experience managing or direct involvement
in IT Operations. Must have both B&M and work at home setup for
desktop Support Management. --- Should have prior experience in
managing large BPO desktop / remote support teams --- Strong
customer service focus with a sense of urgency to understand the
impact to the business. --- Extensive familiarity with Service Now,
ITSM, ITIL, and other IT process management tools and processes.If
you've got the skills to succeed and the motivation to make it
happen, we look forward to hearing from you.
Keywords: C3/CustomerContactChannels, Reno , Director-Desktop Support, Executive , Carson City, Nevada
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