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Director-Desktop Support

Company: C3/CustomerContactChannels
Location: Carson City
Posted on: May 15, 2022

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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