Director, National Service Desk

Job Description:

Director, National Service Desk Summary:

Signature Consultants is looking for a Director, National Service Desk to work on a contract position with one of our clients located in Miramar, FL. The Director, National Service Desk is a critical and high impact position that is responsible for leadership of the team that provides level 1 technical support services to business users. This role is accountable for the National Service Desk and owner of the Incident Management processes used by IT overall for resolution of business user issues. The Director ensures high quality and reliable support related to device provisioning, access provisioning, password resets, and problem resolution. The leader is accountable to develop the strategic plan and roadmap to optimize the service desk and enterprise IT support processes.

Responsibilities:

• Develop and socialize the vision, strategy, and deployment roadmap for Level 1 services, including development and deployment of a very strong one-stop-shop for IT services including Incident and Service Request management. Knowledge management and Problem Management are also within scope of the role and strategy
• Provide strong leadership to managers and technical service agents. Develop strong team and processes that combine as the National Service Desk with capability to provide great service and results for business using technical expertise, diagnostic skills, and customer service
• As owner of Level 1 support, build and maintain the National Service Desk brand, ensuring services for our business that are fast, easy, friendly, and reliable. Ensure a high level of responsiveness and customer satisfaction for the end users
• Lead group to meet and exceed Service Level Objectives for Incident Management and Service Request Management
• Lead front-line level 1 support for the enterprise. Deliver strong support for all production based business applications, end user devices, and system access
• Oversee user support to include troubleshooting of devices, application issues, systems access, and telephony
• As owner responsible for Low Severity Incident resolution across the enterprise, drive year over year improvement to First Call Resolution, mean time to respond and mean time to resolve each year
• As owner of Low Severity Problem Management, put process in place to conduct root cause analysis for chronic severity 3 and severity 4 events. Use Pareto analysis to focus attention where most needed. Leverage technical domain teams to implement permanent corrective actions as needed to eliminate repeating issues
• Implement process to document and publish known errors in knowledge repository for better handling of known issues
• Put processes and discipline are in place to ensure good ticket quality; including accurate classification of type, severity, and reason codes; and also including correct routing of tickets to resolver teams
• Continue to build upon the current knowledge database and maintain currency. Educate the broader IT group on benefits and promote use. Leverage and extend use of knowledge base for end user self-help
• Implement effective incident control process that ensure tickets are monitored and handled before missing target SLAs
• As owner of Service Request Management, put processes in place to streamline and simplify on-boarding of new users effectively
• Manage the service desk using data and performance metrics. Make use of analytics and reports to assess the quality and efficiency of service; and to identify opportunities for service improvement. Continuously monitor ticket quality, call handling, adherence to process, and performance toward service and operational objectives
• Plan and develop the service desk management team to support our growing business; share vision, set standards for performance excellence, and model expected leadership behaviors
• Provide leadership development, and plan for transition / succession that encourages growth and motivates individuals to perform
• Ensure that company and department policies and procedures are understood and adhered to
• Perform other job related duties as assigned

Requirements:

• Demonstrated success establishing, developing, and growing relationships with the business users
• Strong background in IT service and support
• Experience using Windows Operating Systems, Active Directory, and Microsoft Office Suite
• In-depth working knowledge with service and support IT systems including IVR, ticketing, and remote control applications
• Strong executive level communication skills with proven ability to influence executive level decisions using business cases and professional presentations
• Ability to develop and communicate strategy, including technology service and support roadmaps
• Ability to develop and socialize strategic visions and roadmap
• Very strong group leadership skills, with ability to communicate a vision for service and support, and rally technical teams to action.
• Strong leadership skills with outstanding ability to build and lead a high-performing group
• Ability to motivate subordinate leaders to accept and promote new ways of working, and to rebuild processes and procedures to achieve outstanding results
• Experience leading and mentoring management staff and large support teams
• Strong operational skills and decision-making skills
• Ability to analyze and solve problems
• Ability to present, escalate, and provide solutions to senior executives
• Strong team player who can work and collaborate across multiple functions and disciplines
• Deep subject matter expertise in service management and support – to include but not limited to: Service desk and call center operations, Deskside support, Service level management, Incident management, Problem management, Knowledge management, Call center solutions
• Strong grasp of infrastructure and application landscape and architectures
• Ability to understand our client’s application portfolio as well as how the different systems contribute to daily business operations
• Proven ability to build relationships and influence individuals at all levels in the organization, including external partners and service providers
• Ability to manage third party service providers using contract negotiation, Service Level Agreements, and win/win relationships
• Strong attention to detail and experience to know when it is needed and not needed
• Excellent verbal / written communication skills with ability to scale to match all levels of the organization
• Proven ability to work with diverse stakeholders, manage competing agendas and priorities, and translate complex information across internal and external teams
• Bachelor's Degree Required (computer science, information systems, business administration or other industry related curriculum)
• ITIL Certification and working experience required
• Minimum 10 years of experience in IT role(s)
• Minimum 7 years’ experience in management role(s)
• Minimum 3 years’ experience in IT service desk leadership role(s)
• Experience managing managers and teams (people, budgets, objectives)
• Experience in communicating and persuading executive leadership
• Prior experience in leading and developing successful teams
• Prior leadership responsibility in service desk and desktop support in a broadly distributed organization with over 10,000 business users
• Travel: Domestic travel, 15 to 35%

About Signature Consultants, LLC

Headquartered in Fort Lauderdale, Florida, Signature Consultants was established in 1997 with a singular focus: to provide clients and consultants with superior staffing solutions. For the seventh consecutive year, Signature was voted as one of the “Best Staffing Firms to Work For” and is now the 14th largest IT staffing firm in the United States (source: Staffing Industry Analysts). With 26 locations throughout North America, Signature annually deploys thousands of consultants to support, run, and manage their clients’ technology needs. Signature offers IT staffing, consulting, managed solutions, and direct placement services. For more information on the company, please visit www.sigconsult.com.