Global Service Desk Manager at Pelican Products in Torrance, California

Job Description:

OVERVIEW
The Global Service Desk Manager is responsible for professionally and efficiently managing and developing the Service Desk(s) function and associated processes, practices, and procedures. Developing support methodology globally and coordinating global resources.

WHAT YOU'LL DO

* Effectively manage, develop and train the global service desk team, consisting of internal and external resources which provide the critical role of being first point of escalation for end user IT issues, managing end user expectations, collaborating with end users and IT support groups, and resolving end user issues.
* Ensures the service desk team provides courteous and consistent service, communicates effectively with end users, and takes ownership of the assigned issues and requests.
* Ensures processes used by the service desk are properly documented and monitored and regularly audited for accuracy and improvements for effective use and compliance.
* Analysis and publication of the service desk team's performance to appropriate parties as well as regular review of those reports with the service desk team and IT management team.
* Coordinating with stakeholders, including the service desk and other technical teams, that are involved in Service Desk operations.
* Manage and provide oversight of contractors providing local helpdesk support for remote sites.
* Develops an effective and workable framework for managing and improving customer IT support within the organization. Advise on situations that may require additional support or escalation within IT or the wider business.
* Ensure compliance to security policies, standards and guidelines as defined by the Information Security Governance Council.
* Manage the IT purchasing process including creating purchase requests and coding invoices.
* Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
* Full ownership and accountability for ITIL Incident & Problem management processes, resolution coordination and data reporting on these metrics, including CSI. Address SLA areas of concern; often SLA targets will include multiple shifts; evaluate service requests approaching or exceeding their SLAs and may adjust staff priorities.
* Work with other IT leaders to determine ways to enhance and improve ServiceNow Service Desk and associated processes to include reducing time to response and time to resolution and new workflows in ServiceNow.
* Balance workloads across teams and agents to maximize productivity, minimize costs and ensure SLA compliance.
* Administration of Corporate Office 365 instance including adding/deleting users and troubleshooting problems.
* Follows company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
* Performs additional duties as assigned.

WHAT YOU'LL NEED

* Bachelor of Science in Information Systems, Information Technology, Management, Engineering, Computer Science or equivalent experience.
* 5 or more years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment.
* Familiarity with service desk technologies including IT Service Management as well as ServiceNow.
* Thorough understanding of setting strategic vision for a service desk department and ability to set long-term direction of the team.
* Experience tracking projects and expenses using Excel.
* Strong communication skills, including the ability to be influential and persuasive with stakeholders.
* Experience managing vendors including reviewing contracts and managing renewals.
* Experience managing helpdesk contractors.
* Must be detailed oriented and hands-on, specifically with executives and large scale events.

PREFERRED QUALIFICATIONS
* Knowledge and understanding of best practices for service management.
* ITIL v4, ServiceNow, and HDI Certifications.

#LI-POST

Pelican Products, Inc. is an Equal Employment Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.