Please scroll down, To apply

AVP, Service Desk

hiring now

Eleven Recruiting

2021-12-03 08:55:54

Job location Los Angeles, California, United States

Job type: fulltime

Job industry: HR / Recruitment

Job description

Our client is looking for an AVP, Service Desk for their Los Angeles office. They will contribute to the overall service delivery, incident/problem management, and support of company users and their computing environment. As the Manager of the IT Operations Service Desk team, the successful candidate will need to work closely with internal clients to develop consensus and find solutions to problems facing their business constituents, while maintaining a superior level of user satisfaction

This is a hands-on manager role. He/she will work with all of the IT teams to assist in the implementation, management, and support of our critical business applications and systems. They will also establish a strong partnership with each of our business and corporate departments.

Responsibilities

  • Manage a team of 10-15 Support Technicians.
  • Provide mentorship to staff and grow them professionally.
  • Responsible for ensuring availability and performance of all client applications.
  • Provide trend analysis to enable informed decisions regarding resource allocation.
  • Ensure the IT Dept. is well represented by the Service Desk.
  • Responsible for troubleshooting and problem-solving front-end employee and client technology issues (coordinating other IT teams as necessary).
  • Oversee incident and problem management performance.
  • Provide an end-to-end service delivery experience that keeps our users informed and satisfied.
  • Document and establish mature policies and procedures that align with regulatory, governance, and risk management.
  • Access Governance and user onboarding/offboarding automation
  • Liaison with regulators and auditors
  • Drive desktop user experience innovation.
  • Our client operates a 24x7 production environment. On-call / off-hours support will be required.
Qualifications
  • 6+ Years managing a medium/large team.
  • 10+ years in Information Technology, preferably in the Service Desk or Help Desk
  • Outstanding people and customer skills
  • Clear and concise communicator both written and verbal
  • ITIL-ITOM/ITSM knowledge and experience
  • Develop schedules, shifts, and IT Projects/Initiatives for the team
  • Strong self-sufficiency and initiative working on process and user-centric projects
  • Practice implementing and executing mature incident and problem management
  • Data Analytics
  • Experience with ServiceNow, Jira, and/or Windows is preferred

Inform a friend!

Top