Sr Director - Global Service Desk
GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www.ge.com/sites/default/files/15-000845%20EEO%20combined.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
Digital Workplace Service Support is searching for an experienced professional to lead the establishment of a new model for our IT Service Desk and then expand operations globally for 400,000+ PCs around the world. The ideal candidate will have experience setting up and directing multiple, global service desks supporting multiple languages.
You will be accountable to lead the design and execution of transforming the current support environment and moving aggressively to target state encompassing greater efficiency, stability and effectiveness, as well as the identification of improvement opportunities for automation. In addition, you will to provide leadership, vision, and standards for the support team that enables a world-class end user support experience.
Phase 1 - You will be responsible for establishing a new IT Service Desk model in Miami to support the United States.
Phase 2- Create a unified global model and implement into other regions. Integrate operation with other support areas to provide an elevated and seamless end user experience.
+ Establish a new support hub including all facilities, personnel and processes necessary to run and manage an IT Service Desk environment. To include but not limited to:
+ Building out the facility and infrastructure (e.g. telecom, workforce mgmt. tools, IVR/CTI tools, etc.)
+ Establishing all support mechanisms: processes, standards, procedures, training, quality measurement & monitoring and SLA's
+ Hire and train service desk agents and manage their performance
+ Build out the knowledge database to drive resolution across the broader organization
+ Perform analysis of, and make recommendations for the improvement of the support model with a relentless focus to self-help/self-heal applications to drive out unnecessary call volume and move to the most efficient channel for cost and FCR
+ Manage the network of support teams to ensure follow-the-sun model efficiency and productivity
+ Escalate to product development teams for resolutions and product fixing/improvements
+ Identify long term resolution strategies to recurring issues
Additionally, you will:
+ Lead and mentor support staff:
+ Ensure that products and applications are optimally supported in a follow-the-sun model with your team located in other strategic locations
+ Implement processes that take proactive approaches to potential business or technical problems
+ Establish best practice product and application support methodology and processes including maintenance and support roadmaps, processes and technical documentation
+ Provide input to operational budgets and manage operations in accordance with approved annual budgets.
+ Manage resources, capacity, and work collaboratively with other teams (support, products, applications) to define solutions for complex resourcing challenges
+ Master degree in Information Technology, Computer Science or Business (or, in lieu of a degree, 10+ years of IT and/or Service Delivery experience in global organization)
+ 8+ years leadership experience. Effective leadership skills including demonstrated experience leading project teams, driving engagement, influencing and working seamlessly across multiple functions in a matrix type setting & implementing and supporting SLA and KPI measurements
+ 5+ years' experience managing support teams in troubleshooting and diagnosing user support cases for advanced systems and applications. Deep experience in ServiceDesk management across the globe is required
+ Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job
+ Must be willing to work out of an office located in Miami, FL
+ Consistently exhibit behavior and communication skills that demonstrate Digital Technology commitment to superior customer services, including quality, care and concern with every customer
+ Deep understanding of customer satisfaction drivers and case deflection strategies. Must have strong customer relations skills and have the ability to work with discretion and integrity
+ Self-motivated, self-starter who works well in a fast pace, growth orientated entrepreneurial environment
+ Must have the ability to work under minimal direction, be organized and can prioritize commitments and projects
+ Multiculturalism. Exposure to multi-cultural global IT operations delivery. Ability to manage multi-cultured teams with an appreciation and awareness of individual differences
+ Demonstrated track record of working with high-level Business and IT executives in translating business strategies into IT investments
+ Demonstrated success in identifying, developing, and implementing process and service improvements, resulting in measurable customer satisfaction improvements
+ Ability to influence through persuasion, negotiation, and consensus building
+ Must be confident, highly motivated and passionate about making a difference with demonstrated performance building high performing teams
+ Strong written communication skills, with the ability to develop technical business correspondence and excellent presentation skills
+ Demonstrated ability to develop an overall Service Delivery road-map to match business processes and plans
Locations: United States; Florida; Miami
GE offers a great work environment, professional development, challenging careers, and competitive compensation. GE is an Equal Opportunity Employer at http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf . Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.
GE will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.