06/14/2023
Global IT Service Desk Manager
Onsite LaPorte Texas perm job
Job Summary
The Global IT Service Desk Manager will be responsible for managing Information Technology end-user operations and ensuring stable and consistent services in a dynamic Services business environment. The job will drive global standards, standard operating procedures, user experience enhancement initiatives, and continued digital transformation. The role has global accountabilities including managing US-based as well as outsourced teams.
The IT Service Desk Manager will work in our LaPorte Tx, Corporate office and may work 1 day a week remote.
Responsibilities
· Run global IT Help Desk and ensure a consistent end-user experience as it relates to IT services including device management and software support
· Build a cohesive team and effectively manage, train, and develop the IT End User Experience team
· A thorough understanding of the strategic vision of IT and the ability to set the long-term direction of the team in line with the vision
· Ensure all processes used by the team are thoroughly documented, consistently audited, and regularly improved
· Provide leadership in the effective use of internal systems and data communications. Responsible for staff management and development, delivering efficient department operations and project completion through proper assessment of resource needs, assignment of personnel, delegation of responsibility, and leadership
· Responsibilities include managing onsite and offsite resources, ensuring connectivity and operations of A/V equipment, planning, and managing implementations or upgrades, vendor contract management, technical troubleshooting and maintenance, identifying and evaluating state-of-the-art technologies, performance reviews with employees, problem resolution, etc.
· Responsible for vendor contracts and vendor performance of services
· Responsible for creating a technology environment that enables enterprise agility
Qualifications/Requirements
· Minimum 5 years’ experience in running a global IT Service Desk
· Extensive background in supervising a Managed Services Help Desk team
· Experienced in working with vendors of digital services
· Astute level of technical knowledge of IT systems, processes, standard operating procedures, infrastructure and operations
· Ability and ambition to work digitally and build digital business recognizing that data and technology proficiency are critical for career development.
· A seasoned leader dealing with customers, staff, budgets, and developing and executing plans/strategies
· Strong written and verbal communication skills; ability to create timely, accurate and succinct written communications
· Excellent interpersonal and customer service skills; ability to work with senior management, mid-level management and end-users
· Strong management skills: sets, meets and exceeds targets and results, delivers on commitments, sets challenging goals, prioritizes tasks, overcomes obstacles, demonstrates persistence and stamina, accepts accountability, volunteers for additional work, handles information flow, committed to continuous improvement
· Strong listening skills; open to other viewpoints; maintains constructive relationships, welcomes newcomers, and promotes a positive atmosphere
Desired/Preferred Qualifications
· Bachelor’s degree in information technology or related degree is preferred
· Knowledge of the Oil and Gas business and the systems and needs of the internal customers
· Experience leading Infrastructure, Network, or Cloud teams
· Proficiency in M365 Administration, including Exchange, SharePoint, OneDrive, and Teams.
· Experience with Managed Service Desk Engagement.
· Service Desk Ticketing System Administration, with knowledge of ManageEngine being a plus.
· Endpoint Management System Administration, with knowledge of ManageEngine being a plus.
Send resume to [email protected]