Regional Service Desk Manager

Regional Service Desk Manager is responsible for oversight of all regional Colleague Services in Poland/India/US, in support of the Global Colleague Services function. The Regional Service Desk operation is part of the 24x7 Global Service Desk (GSD) operation which is a follow the sun model across three Service Desk centers in India, Poland, and the United States (Scottsdale, AZ). GSD is the single point of contact for all colleagues facing IT requests and incidents with a focus on delivering an outstanding colleague experience.

• Drive and promote a culture of outstanding service while delivering excellent colleague experience across all areas of IT engagement.
• Manage local Service Desk team, providing regional hours of coverage on a 24x7x365 basis, as part of a broader, global service organization. Local regional coverage hours are 13 hours per day, 7 days per week.
• Provide operational day-to-day management of team members.
• Provide overall leadership to the Global Service Desk team with a focus on increased collaboration amongst the regional teams. Collaborate with all three regional service desks with a goal of operating in harmony as one with common and consistent processes and procedures. Identify areas where standards and work products differ by time of day, location, region, or country.
• Act as a local service liaison, providing support to the Eurasia Service Management Lead to make sure the delivery of a highly effective and efficient service to the Poland ESS business teams.
• Focus on building a robust and effective Service Desk team, retaining high-performers and determining appropriate development opportunities.
• Make sure service level achievement and quality levels are maintained or exceeded.
• Accountable for the image of IT within the assigned region.
• Identify continuous improvement opportunities to increase effectiveness of service teams and improve employee productivity.
• Identify and implement "shift left" opportunities (i.e., moving tasks from high cost to low-cost resources).
• Focus on employee satisfaction and retention within the team.
• Coach and develop Team Leads to make sure global collaboration with all teams.
• Actively taking part in the design of the support model, training, documentation and recruitment in relation to the transition of new services into the Service Desk. Make sure new services are transitioned smoothly and play an active role in the sign-off for service acceptance and warranty.
• Manage the performance of services through metrics and reporting for distribution to internal and external audiences. Manage and review weekly and monthly status reports/dashboards and analyze metrics in order to take appropriate action.
• Make sure the Knowledge Base is used consistently across the team and that knowledge is checked, approved and maintained on an ongoing basis.
• Make sure global consistency of services, identifying areas where standards and work products differ by time of day, location, region, or country.
• Support the team through any appropriate means to meet Service Level Targets. This includes provision of management information, knowledge sharing, communication, escalation and coordination of cross-team meetings to resolve issues.
• Make sure adherence to defined policies/procedures.
• Engage in formal and informal knowledge transfer.
• Conduct analysis to identify improvements, including workflow and cost comparison analysis.

You will report to the Service Desk Lead.

• Previous management experience in a call center/help desk/service desk/desktop support environment.
• Experience in a global position with direct interactions with multiple geographies and cultures is a definite plus.
• Experience in streamlining complex global colleague-facing IT processes and services.
• Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, and applications technologies and architecture.
• Robust verbal and written communication skills across teams and…