Senior Director Global IT Service Desk

Information Technology Seattle, Washington


Leadership

  • Promote the atmosphere and culture of GSD - getting stuff done!
  • Motivate lead and direct staff towards reaching common company /departmental goals. 
  • Focus on continuous improvement and development of staff to ensure technical and customer service excellence.
  • Communicate in a timely manner with customers, staff and peers.
  • Develop, manage, measure and report on key department SLA's and operational KPI's.
  • Act as a change agent to implement and manage quality improvement processes.
  • Manage resources effectively against current and trending ticket volume.
  • Foster relationships with key customers, infrastructure teams and end users becoming a champion of end-user satisfaction.

 

Service Management

  • Lead incident, change and problem management activities for the 24x7 support organization.
  • Provide support, guidance and continuous improvement solutions related to severity notifications including communication, bridge activities, etc.
  • Leverage Service Desk best practices and process frameworks to drive continual improvement.
  • Develop and implement quality monitoring function include 360 feedback for both agent level as well as training opportunities.

 

Training/Knowledge Management

  • Revamp and formalize structured new hire training as well as refresher training based on quality monitoring results.
  • Review and make recommendations on knowledge management system/content to ensure service desk agents correct information to resolve issues.
  • Project Management
  • Serve as Service Desk SME collaborating with Project Management and/or Business Relationship Managers' for various projects/new business.
  • Provide status updates on project planning and project timelines.