Global Service Desk Manager

Large enterprise firm seeks a Global Service Desk Manager for their Vernon Hills location. The candidate will be responsible for managing the performance of Level 1 support to the internal users and ensures service levels are achieved.

RESPONSIBILITIES 

• Lead, manage and develop a global service desk team
• Responsible for meeting defined personnel and performance targets, as well as compliance with standard processes to provide effective customer support
• Contribute to IS process improvement
• Provide data and reporting of KPI's and trends
• Oversee solutions repository and ensure top quality solutions are available to the staff
• Manage process for communicating outage/emergency activities to the organization, acting as an operational incident manager

REQUIRED SKILLS/COMPETENCIES 

• Ability to manage a team of up to 20 people (2 direct reports, 18 indirect reports)
• Possess strong assessment and decision-making skills; outstanding ability to influence and build relationships both within the organization and with external sources
• Strong customer orientation
• Persuasive communicator in one-on-one, small group, or large group settings
• Ability to manage multiple evolving priorities and projects
• Structured, analytical and thorough work ethic
• Ability to travel 10% of the time (domestic and international)