Senior Manager, Digital Workplace Services - Hybrid (Atlanta, GA)

Our Newest Opportunity :

Reporting to the Director, Digital Workplace Services, the Senior Manager, Digital Workplace Services is responsible for developing and implementing the overall strategic vision and maintaining the daily operations of the digital workplace at OneDigital, which includes the service desk, local deskside and walk-up support, and end-user hardware and software asset management.

This is a hand-on leadership position working directly with our end-users and the team to provide technical expertise, guidance, support, coaching, and training.

Direct management responsibilities include the service desk lead, asset management lead, service desk team, asset management team, and outsource service providers.

The position requires a deep commitment to end-user satisfaction and customer focus, strong leadership skills, and experience in developing and driving process improvements.

The senior manager will need to collaborate and communicate effectively with the business and all functional departments to implement both technology and organization changes.

Effective management and continuous improvement of customer service, first-level responses, onboarding and offboarding, and end-user service requests and computing issues will be paramount to the success of this highly visible and critical role.

Responsibilities

• Leadership of IT service and asset management personnel and management of all associated tasks and services
• Work with management and team to develop overall strategic vision for the Digital Workplace Services service desk, local deskside and walk-up support, and end-user hardware and software asset management.
• Provide the organization robust, configurable, easy-to-use IT service processes to meet OneDigital ITSM requirements.
• Serve as a point of escalation for customers and team members and contribute to improving customer support by actively responding to queries and following through on complaints.
• Collaborate with business stakeholders, functional departments, and outsourced vendors to ensure IT services meet business requirements.
• Monitor IT service delivery and identify actions to maintain best-in-class support while working to continuously improve, and automate, ITSM processes related to requests, incidents, problems, and changes.
• Manage and continuously build vendor and external supplier relationships, to ensure appropriate delivery of hardware, applications, and services.
• Deliver measurable results through collaboration in a matrix environment and by leading employees and / or vendor partner resources.
• Partner with IT leaders to drive continuous improvements in IT Service Delivery, operational quality, and performance.
• Participate in the Change Approval Board (CAB) to assure that all change requests are properly vetted and approved.
• Identify and develop efficiency opportunities, being able to effectively communicate the role and value of Digital Workplace and to present effectively strategic directions and business cases for technology investments.
• Serve as key point of contact for all matters related to the IT Service Desk, including implementation of IT Service Desk strategy and initiatives, client and / or account team escalations, IT Service Desk reporting, IT Service Desk productivity, and IT Service Desk hours of coverage.
• Develop SLAs and analyze daily, weekly, and monthly reports and statistics on IT Service Desk team’s productivity, present to senior management on a regular basis.
• Manage all resources assigned to Digital Workplace Services team, including employees, contractors, and outsourced partners, using the OneDigital performance standards while demonstrating OneDigital Behaviors.
• Deliver all Digital Workplace Services projects on time, with quality deliverables, and within budget.
• Develop Digital Workplace Services department goals and objectives.
• Stay abreast of trends in end user support, management, technologies, policies, procedures, and other external changes that could have an impact (positively or negatively) on IT services.

Qualifications and Experience, & Minimal Requirements

• 10+ years overall information technology experience in a mid to large size organization.
• 5+ years managing an IT Service Desk (insourced and / or outsource) in a mid to large size organization.
• 2+ years working with ServiceNow, Freshservice, or similar ITSM tool, in a mid to large size organization.
• 5+ years demonstrated success supporting, and maintaining remote end user services
• Bachelor degree in related field (Business, Computer Science, Information Systems).
• Extensive, end-to-end understanding of the capabilities in the Digital Workplace Services area with strong knowledge of the product landscape and underlying IT solutions (Windows OS, End User hardware, email, Microsoft Office 365, file sharing and collaboration solutions, telephony, conferencing, mobility, etc.)
• The ability to build and maintain a cohesive team and to lead people and manage tasks effectively.
• Proven experience of incident analysis, problem management, and the ability to sustainably remove inefficiencies in the support process, think critically about systems and adjust as needed.
• A thorough understanding of long-range planning for the service desk and the ability to set the long-term direction of the teams
• Manage time effectively while setting the tone of the team through modeling and leadership.
• Conduct and share results from service and operation performance reviews.
• Experience in managing IT budgets and awareness of the costs of running IT service delivery.
• Excellent interpersonal and communications skills and proven ability to work effectively with all organization levels and build effective working relationships with the Business, Technology, and Vendor Partner leaders.
• Requires knowledge across multiple business and technical environments, covering a large range of business functions and capabilities.
• Strong strategic skills supported by the ability to think outside the box.
• Prefer demonstrated experience in resolving complex technical and commercial issues in a fact-based way that produces results quickly and maintains relationships
• Possess excellent verbal / written communication and negotiation skills.
• Tenacious, resilient, and flexible leader able to lead effectively in a demanding, dynamic environment.
• Ability to deal with ambiguity, make decisions, and take actions to maintain IT operations.
• Self-motivated and driven to identify and deliver appropriate solutions.
• ITIL certification, a plus.
11 days ago