Manager, Global Helpdesk & End‑User Services

Overview of the Position

The Senior Manager, Global Helpdesk & End-User Services at J.S. Held is an essential leadership role aimed at enhancing the company's global helpdesk and end-user support systems. This position emphasizes not only service management but also the strategic vision for the future of tech support in a complex, multinational landscape. The successful candidate will oversee a multi-tier helpdesk, ensuring that services are not only prompt and effective but also designed for continuous improvement.

Key Responsibilities

The responsibilities are divided into several primary areas, which include but are not limited to:

Global Helpdesk Leadership & Operational Excellence

• The manager will lead and coach a helpdesk team spanning multiple tiers (Tier 1 to Tier 3) across various regions.
• There's an emphasis on creating a culture of accountability and critical thinking.
• Oversight of ticket management, including triage and escalation processes will be imperative.
• Regular performance reviews and skills development will be part of the managerial duties.

Customer Experience & Service Delivery

• The manager will own and continuously enhance the customer service aspects, measured through Customer Satisfaction (CSAT) and Service Level Agreement (SLA) metrics.
• It's crucial to act promptly on incidents and streamline processes to minimize repeat tickets.

Service Design and Future-State Enablement

• Future-focused, the manager will need to design and implement policies and frameworks that anticipate future demands.
• The evolution from reactive support to proactive service enablement is a critical aspect of this role.

Platform Knowledge & Optimization

• Proficiency in ServiceNow, Azure AD/Entra ID, and Microsoft Intune will be necessary for troubleshooting and operational efficiency.
• Ownership of the evolution and strategic use of ServiceNow as a core ITSM platform is key to supporting the business effectively.

Required Qualifications

To qualify for the role, candidates must demonstrate a robust background in IT support and service management, ideally with:

• At least 12+ years in IT support.
• 5+ years leading helpdesk organizations across multiple tiers.
• An assertive understanding of Azure AD, Conditional Access, and Intune functionalities.
• Excellence in English communication, both verbal and written, to effectively liaise with stakeholders.

Preferred Qualifications

Additional qualifications that would enhance a candidate's profile include:

• An ITIL v4 certification.
• Experience working in multinational environments.
• A familiarity with global hardware life cycle management processes.

Skills and Competencies

Candidates for the position should possess a variety of skills, including:

• Exceptional abilities in managing customer experiences.
• Competency in contributing to business strategy by translating technical performance into actionable insights.
• A robust ability to lead teams effectively while cultivating a culture of excellence.

Salary and Benefits

The job listing mentions that any provided salary range will be influenced by various factors including skill set, experience level, job location, and role scope. While a specific salary range was not provided, applicants can expect competitive compensation that reflects their qualifications and impact.

Benefits offered include:

• A flexible work environment promoting remote work.
• A Flexible Time Off policy to accommodate personal needs.
• Comprehensive Medical, Dental, and Vision insurance.

Conclusion

This managerial position at J.S. Held plays a crucial role in ensuring the technology experiences of employees are not only satisfactory but also pave the way for future advancements. The role promises an opportunity for the right candidate to influence and innovate within the helpdesk and user support landscape, making it a vital position in a forward-looking organization. Furthermore, the working environment emphasizes flexibility, ensuring employees can balance professional and personal commitments effectively.

This opportunity is ideal for professionals looking to bridge their experience in technical support with managerial responsibilities. Maintaining a positive working atmosphere while driving operational excellence will be essential in meeting both employee and organizational goals. Applicants with a passion for enhancing user experiences and streamlining processes within tech support will find this role particularly rewarding.

This job offer was originally published on himalayas.app