Vacancy expired!
Job title : End User Services ManagerLocation (City, State, Zip code): Allentown, PAResource Type (FTE / TP): FTEPrimary Skill: End User Services, Desktop, Service Desk
ITIL / PMP certifications desirable 8-10 years experience profile accountable for end to end IT Infra delivery in the EUC spaceManagement of Service Desk team of direct and indirect reports; and responsible for driving performance against agreed Service Level Agreements (SLA's)Develop and implement procedures to provide high quality services both internally and externallyGenerate ideas and implement methods to improve call resolutionImprove efficiency and effectiveness of help desk and Deskside activity by analyzing and proposing recommendationsManage staff levels and scheduling to provide full cover during required business hoursTo optimize customer support, provide staff with regular training and appraisals Strong Leadership & customer relationship skills and drive to push things within and outside the system. Team Size 30-40 plus Overall Strong Technology Landscape understanding & experience in managing overall IT Infra. End User ComputingService Desk - voice, email and chat supportDeskside support MDM SupportApplication packaging Knowledge of Data Center TechnologiesITIL process definitions and implementation. Preferably ITIL certified. Understands the process gaps and implement necessary changes to align to ITIL guidelines Automation in service delivery Encourage automation in service delivery to improve response and service. Innovative ideas Values adds - Encourage innovative ideas that has direct impact on resources, revenues without any disturbance in the existing services. Resource management. Ensure optimal resource utilization and YOY show improvement in resource utilization. Utilization Manage the optimal utilization of resources and man power to deliver the agreed services to customer. Understanding of P&L management Management reporting Responsible for timely and accurate reports about the performance of the team and the environment that is being serviced. Generate appropriate reports to higher ups within HCL and for the steering committee meetings with the customer.Candidate must be authorized to work in the U.S. We are unable to sponsor work visas at this time. About HCL HCL Technologies (HCL) empowers global enterprises with technology for the next decade today. HCLs Mode 1-2-3 strategy, through its deep-domain industry expertise, customer-centricity and entrepreneurial culture of ideapreneurship enables businesses to transform into next-gen enterprises.HCL offers its services and products through three lines of business - IT and Business Services (ITBS), Engineering and R&D Services (ERS), and Products & Platforms (P&P). ITBS enables global enterprises to transform their businesses through offerings in areas of Applications, Infrastructure, Digital Process Operations, and next generation digital transformation solutions. ERS offers engineering services and solutions in all aspects of product development and platform engineering while under P&P. HCL provides modernized software products to global clients for their technology and industry specific requirements. Through its cutting-edge co-innovation labs, global delivery capabilities, and broad global network, HCL delivers holistic services in various industry verticals, categorized under Financial Services, Manufacturing, Technology & Services, Telecom & Media, Retail & CPG, Life Sciences, and Healthcare and Public Services.As a leading global technology company, HCL takes pride in its diversity, social responsibility, sustainability, and education initiatives. As of 12 months ending on September 30, 2019, HCL has a consolidated revenue of US9.3 billion and its 147,123 ideapreneurs operate out of 44 countries. For more information, visit www.hcltech.comVacancy expired!