Global Service Desk Manager

Wellbore Integrity Solutions is seeking a highly motivated and experienced Global Service Desk Manager to manage our Service Desk operations. The successful candidate will be responsible for managing a team of full-time IT Service Desk technicians as well as remote Service Desk staff provided by a third-party vendor. The ideal candidate should have experience in managing a Service Desk that supports a large user base and is familiar with Microsoft products such as MS365 suite of solutions including O365. The candidate should also have experience in providing direct support for VIP users such as the CEO, CFO, etc.

Responsibilities:

• Manage the daily operations of the Service Desk, ensuring that all service requests and incidents are resolved in a timely and efficient manner.
• Ensure consistent delivery of SD services/SD approach across the globe; drive global standards.
• Manage a team of full-time IT Service Desk technicians as well as remote Service Desk staff provided by a third-party vendor.
• Ensure that all Service Desk staff are trained and equipped to provide excellent customer service.
• Ownership of the Onboarding, IT User Change, and Offboarding of EMPs/EXTs
  • Including accurate provisioning of software licenses
• Ensure that all end user IT assets are accounted for and updated in ITAM.
• Ensure desktop devices are maintained and up to date on patches and critical updates.
• Develop and implement service improvement initiatives to enhance the quality of service provided by the Service Desk.
• Develop Service Desk KPIs and Develop an internal WIS IT SLA for ticket resolution (# of tickets resolved/total).
• Create and present monthly Service Desk status report to be presented to IT management and the VP of IT.
• Collaborate with WIS Cyber Security Team on items that may affect our environment and/or has the potential to increase SD ticket count.
• Manage complaints, suggestions, and compliments from customers.
• Serve as the face of the organization to customers.
• Provide direct support for VIP users such as the CEO, CFO, etc.

Requirements:

• Bachelor’s degree in computer science, Information Technology, or a related field or 5+ years of IT support experience.
• 2+ years of experience in managing a Service Desk that supports a global user base.
• Experience in managing a team of full-time IT Service Desk technicians as well as remote Service Desk staff provided by a third-party vendor.
• Familiarity with Microsoft products such as MS365 suite of solutions including O365.
• Excellent communication and customer service skills.
• Ability to work under pressure and meet tight deadlines.
• Vendor management
• IT end user asset management
• Basic network troubleshooting
• Microsoft Operating Systems

Nice to have:

• Infrastructure experience
• Windows server/Hyper-V
• Cisco/Aruba/FortiNet switch/firewall experience