Global Service Desk Manager at Intertek Group in Houston, TX
Intertek is actively seeking a Global Service Desk Manager to join our Global IT team based in Houston, Texas. The ideal Global Service Desk Manager candidate will be a problem solver, customer service oriented, and thrive in a fast-paced environment. The Global Service Desk Manager's role is to plan, organize, and manage the Global Service Desk (GSD) to ensure the stable operation, running and support processes of Intertek's GSD. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly Service Now, communications, knowledge and procedures. They will coordinate globally with regional and country IT leads to ensure consistency in operating procedures, reporting and service reviews. How you'll make an impact at Intertek:
Manage and set priorities for the design, maintenance, development, and evaluation of GSD Technical owner for Service Now Point of escalation for all Service Desk issues Ensure road map aligns with IT strategy, country and regional priorities for Service Now Responsible for all knowledge and continue to work with all Systems and Application SME's to continually improve user, IT and GSD knowledge Design and implement short- and long-term strategic plans to ensure supplier capacity meets existing and future requirements Conduct feasibility studies for various upgrade projects, improvements, and other conversions Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation for relevant projects and associated efforts Develop, implement, and maintain policies, procedures, and associated training plans for GSD administration and project management Participate in the development of IT strategies in collaboration with the executive team Continued reduction in ticket volume through automation and shift left Build service catalogues Maintain CMDB and CI's Maintain Service Now group, license and user structure and volumes Ensure global, regional and country reporting and reviews are carried out with supplier, internally and with the business Conduct research and make recommendations on products, services, protocols, and standards in support of all GSD procurement and development efforts Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base Assist with the planning and deployment of global security measures Establish service level agreements with business units Practice IT asset management, including maintenance of component inventory and related documentation Run regional projects as required Align with country business line leaders and country managers for service reviews and prioritization of business requirements What it takes to be successful in this role:
Bachelor's degree in the field of computer science and/or 7 years equivalent work experience (required) Certifications in MCSE, CCIE (preferred) 5
years of experience leading, managing, and delivering GSD design and operational excellence 5
years of service delivery management and/or partnering experience 5
years of experience working, solutioning, developing Service Now Experience building service catalogues in Service Now Experience building knowledge management processes and documentation Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments Hands-on experience in troubleshooting hardware Knowledge of current protocols and standards Ability to make sound and logical judgments Demonstrated leadership and personnel/project management skills Solid understanding of the organization's goals and objectives Strong interpersonal, written, and oral communication skills Able to conduct research into issues and products as required Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations. Ability to present ideas in a user-friendly language Highly self-motivated and directed Keen attention to detail Strong customer service orientation
Salary Range:
$200K -- $250K
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Manage and set priorities for the design, maintenance, development, and evaluation of GSD Technical owner for Service Now Point of escalation for all Service Desk issues Ensure road map aligns with IT strategy, country and regional priorities for Service Now Responsible for all knowledge and continue to work with all Systems and Application SME's to continually improve user, IT and GSD knowledge Design and implement short- and long-term strategic plans to ensure supplier capacity meets existing and future requirements Conduct feasibility studies for various upgrade projects, improvements, and other conversions Prepare RFPs, bid proposals, contracts, scope of work reports, and other documentation for relevant projects and associated efforts Develop, implement, and maintain policies, procedures, and associated training plans for GSD administration and project management Participate in the development of IT strategies in collaboration with the executive team Continued reduction in ticket volume through automation and shift left Build service catalogues Maintain CMDB and CI's Maintain Service Now group, license and user structure and volumes Ensure global, regional and country reporting and reviews are carried out with supplier, internally and with the business Conduct research and make recommendations on products, services, protocols, and standards in support of all GSD procurement and development efforts Manage operational costs; conduct near- and long-term financial forecasts for expanded functionality/user base Assist with the planning and deployment of global security measures Establish service level agreements with business units Practice IT asset management, including maintenance of component inventory and related documentation Run regional projects as required Align with country business line leaders and country managers for service reviews and prioritization of business requirements What it takes to be successful in this role:
Bachelor's degree in the field of computer science and/or 7 years equivalent work experience (required) Certifications in MCSE, CCIE (preferred) 5
years of experience leading, managing, and delivering GSD design and operational excellence 5
years of service delivery management and/or partnering experience 5
years of experience working, solutioning, developing Service Now Experience building service catalogues in Service Now Experience building knowledge management processes and documentation Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments Hands-on experience in troubleshooting hardware Knowledge of current protocols and standards Ability to make sound and logical judgments Demonstrated leadership and personnel/project management skills Solid understanding of the organization's goals and objectives Strong interpersonal, written, and oral communication skills Able to conduct research into issues and products as required Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations. Ability to present ideas in a user-friendly language Highly self-motivated and directed Keen attention to detail Strong customer service orientation
Salary Range:
$200K -- $250K
Minimum Qualification
Technical Support, Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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