Service Desk Manager

At Kin + Carta, we’ve got opportunities to offer you — for growth, for leadership, for big, world-changing impact and for, dare we say it, fun. We are a global workforce that is committed to building a world that works better for everyone. And that starts with our Kin. That’s why we’re proud of:

The life we create within our virtual walls, every day
Our B Corp certification
Our ranking in Consulting Magazine’s 2022 “Best Large Firms to Work For”
The work we’ve done with some of the world’s most innovative companies

The role

We are looking for a Service Desk Manager within our Latin America region. The ideal candidate for this role will have experience in leading a team of Service Desk engineers and will have a desire for continuous learning and a passion for innovation. You will play a key role in supporting 1,700+ Kin across the globe as part of our Connective Digital Services team.

The ideal Service Desk Manager for Kin + Carta is innovative, passionate about providing great customer service and has strong operational support experience, looks to continually learn, and enjoys sharing expertise. Strong verbal and written communication are a must, along with a passion for using data to drive our customer experience forward.

Role responsibilities

Leading, motivating, coaching and mentoring a team of engineers to provide a 5 star customer experience
Being accountable for KPIs associated to your region, including service reporting on those metrics
Ensuring incidents and requests are resolved to SLA
Owning Incident, Change and Problem Management processes within the global team
Managing team schedules to ensure sufficient Service Desk coverage during working hours
Identifying and acting on opportunities to improve ways of working and processes
Acting as a business partner to your region
Managing regional vendor relationships
Working with fellow regional leaders to manage a large IT budget
Supporting region-specific processes such as onboarding and offboarding of new hires to our software and systems, ensuring that they run smoothly and efficiently
Collaborating with Digital Operations leadership team, helping to establish and prioritise strategic initiatives
Helping to mature global IT processes, standards and ways of working through continual service improvement
Ensuring compliance with Information Security policies and procedures
Ensuring data stewardship of our CMDB
Onboarding and training new members of the team
Collaborating with regional finance team to ensure software and hardware spending is approved / in budget
Leading regional standups / ceremonies
Managing regional vendor relationships

Minimum qualifications

We want all new hires to succeed in their roles at Kin + Carta. That’s why we’ve outlined the job requirements below. To be considered for this role, it’s important that you meet all Minimum Qualifications. If you do not meet all of the Preferred Qualifications, we still encourage you to apply.

2+ years experience leading a Service Desk team
Demonstrable technical understanding in large macOS and Windows End User Compute ecosystems including associated management systems
Experience in managing a large portfolio of SaaS tools
Experience in asset and configuration management
Evidence of continual service improvement initiatives
Strong written, oral and interpersonal skills with a demonstrated ability to communicate with internal staff and direct reports
Have good problem solving skills with the ability to quickly identify trends
Excellent project management skills and strong ability to prioritize
Working knowledge with Infosecurity Best Practices such as ISO27001, and/or HITRUST
Working knowledge with ITIL v4 and COBIT standards

Preferred qualifications

Experience leading and managing transformational IT projects
Experience of executing mergers and acquisition projects within the IT environment
Policy & Procedure Development
Highly organised and detail-oriented
Ability to work independently while providing direction and guidance to junior team members
Demonstrated aptitude for continuous learning and innovative thinking


About Kin + Carta

Kin + Carta is a global digital transformation consultancy committed to working alongside our clients to build a world that works better #ForEveryone. We build digital solutions that connect people, data and technology for some of the world’s most influential companies. As a Certified B Corp, we are committed to Inclusion, Diversity, Equity and Awareness, and our triple bottom line focus of people, the planet and profit.

If you need accommodations at any point in the application or interview process, please let us know.

Originally posted on Himalayas

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