Regional Service Manager

Role & Responsibilities

As a Regional Service Manager, the candidate should be a minimum of 12-15 years of experience to oversee regional onsite support services. The ideal candidate is a strong people leader and consensus builder with a focus on delivering outstanding customer service while adopting industry leading solutions. He or she must be able to coordinate disparate drivers, personalities and cultures, while maintaining objectivity and a strong understanding that IT is a key contributor to all business activities.

· Provide leadership, vision, management and strategic planning for Desktop & Field Support services including Print services.

· Be First point of contact for customer regionally for all escalations & deliverables related to HCLs agreement.

· Responsible to ensure that all deliverables are performed as per agreed SLAs.

· Attend weekly meetings to raise issues and possible solutions to problems.

· Creating training material and provide training for new FSO members.

· Travel to remote locations (within the region or outside) to assist in knowledge transfer / participate in IMAC activities.

· Participate in the Continual Service Improvement process, suggesting SOPs for the offshore team interface with the Onsite Support team.

· Ensure VIP support for users on high standard and customer service.

· Keep the knowledge base and runbook for the team updated with new resolution and process appropriately.

· Manage and ensure the adherence of SLA’s across the towers. Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs.

· Serve as a point of escalation within the IT organization in regard to service-related issues and requests.

· Ensure that the regional desktop and field services team meets or exceeds expectations for service delivery.

· Ensure the IT organization is well represented in assigned regions.

· Establish goals, objectives, and operating procedures.

· Oversees the development and progress of all desktop technicians within each tier of Desktop Support ensuring appropriate client communication, incident documentation, proper escalation processes, incident prioritization and SLA attainment.

· Responsible for filtering and resolving escalated issues within the Desktop Support queues; act as main point of contact for personnel to resolve issues beyond their skill set, knowledge, etc.

· Implement and manage a data driven approach to support, using metrics to measure and optimize support activities.

· Design, develop and implement user training offerings & knowledge management based on support trends & data.

· Communicate day-to-day activities and challenges to Management.

· Engage internal teams and 3rd party vendors to resolve computer, printer and/or application performance issues.

· Provide Subject Matter Expertise, Knowledge and Training to Internal/External Departments including the Service Desk and other end user support services teams.

· Lead and/or collaborate on large Enterprise wide or Desktop related projects.

· Mentor/develop/motivate staff with ongoing evaluation of direct staff for required skills and experience.

· Stay current with industry changes in hardware, software, and security.

Work Hours and Travel Requirements:

· Job requires hours that may occasionally exceed 8 hours per day or 40 hours per week and includes some non-traditional work hours especially during times of peak activity.

· Have the ability and desire to travel up to 20% of the time.

Qualifications & Experience

• Minimum Requirements

• · Bachelor' s degree, or equivalent combination of education and experience.

• · 8 or more years' End user computing experience.

• · 3 or more years' managing a large (100+), remote IT Desktop Support & Field Services team.

• · 5 or more years' in IT field with progressive leadership responsibilities.

• · 3 or more years' experience with PC lifecycle management, PCAAS.

• · 5 or more years' experience supporting Microsoft PC Operating Systems and Microsoft Office.

• · ITIL v3 Foundations (or higher) required.

• · Detailed understanding of End User IT infrastructure - Desktops, Laptops, Printers, Mobile devices, Smartphones and industry wide operating systems and applications.

• · Detailed understanding of Technology Infrastructure in a Corporate Windows Domain Environment - Server/Network/Database/Active Directory.

• · Ability to motivate, manage performance, and mentor direct reports effectively.

• · Ability to effectively manage resources & multiple workstreams for projects and operations support while maintaining SLA commitments & delivering high quality outcomes.

• · Ability to communicate at different levels within the organization, including Key Business & IT Stakeholders.

• Desired Qualifications

• · You have demonstrated experience implementing certain strategies.

• · You have strong analytical skills and an aptitude for certain decision-making.

• · You show resiliency when faced with these challenges.

• · You believe in continuous learning and growth.

• · You possess a strong work ethic.

• · You're able to connect with new and existing team members quickly.

• · You enjoy collaborating with colleagues across the globe.

• · You enjoy learning new skills and applying them.

• · You are passionate about innovation.

• · You want to make an impact.

• · 3 or more years' experience supporting Mac OS X and iOS.

• · 3 or more years' supporting Virtual Desktop Infrastructure (VDI) including Citrix.

• · HDI Desktop Support Manager (HDI-DSM) a plus.

• Language Requirement

• · German: Proficient in German Language; preferred German native but not mandatory.

• · English: Business Professional Job type: Contract Division: eTeam Workforce Limited - Germany Reference: 23-04046