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Senior Manager, IT Service Desk

Senior Manager, IT Service Desk
by Admin on 09-12-2022 at 2:40 pm

Intel

Responsibilities:

  • Intel IT is looking for an energetic professional to manage, lead and own Intel’s Office Service Desk, within the End User Computing team.
  • The primary responsibility of this role would be to strategize, modernize and run the Intel service desk servicing 170k+ internal customers through a Managed Services provider.
  • A good understanding of Service Management principles as well managing a Service Desk that caters to the large global employee base will also be an important tenet for this role.
  • “Customer Obsession” would be the corner stone for this role and driving initiatives which align to this fundamental requirement for the role.
  • Technical understanding of Service Desk, Omni Channels, and associated Metrics, KPI and reporting. Ability to manage an outsourced service desk using metric, KPIs and other indicators
  • Increase colleague productivity and drive efficiencies by adopting digital technologies like IT automation, Chatbot, AI, Self-service etc.
  • Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations.
  • Ability to manage and work with stakeholders across geographies, handle escalations as necessary
  • Identify top defects/drivers and work with product/service owners to drive down incidents. Report on efficiencies achieved
  • Develop daily, weekly, and monthly reports on Service Desk team
  • This role will be a part of the Enterprise User Computing in IT and will report into the Senior Director for End User Computing.

Requirements:

  • Bachelor’s degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
  • Should have relevant years of experience in managing large service desk/s.
  • Experience managing a service desk in partnership with a managed services provider preferred.
  • Excellent written, verbal and presentation skills with a proactive and agile approach to communication, coordination, and escalation management
  • Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.
  • Cultivates innovation – constantly drive teams to think out of the box and embrace possibility thinking to deliver better outcome in end user computing
  • Communicate effectively at all levels – top leadership team in the company to individual employees

Primary Location: India or Malaysia

Minimum Qualifications:

  • Bachelor’s degree or equivalent certification in computer science, information technology, or related technical field with more than 10 years of experience
  • Should have relevant years of experience in managing large service desk/s
  • Proven track record of implementing a new age technology platforms like AI/ML, chatbots, self help, KB platform etc.

Preferred Qualifications:

  • Experience managing a service desk in partnership with a managed services provider preferred.

    Requirements listed would be obtained through a combination of industry relevant job experience, internship experiences and or schoolwork/classes/research.

Apply for job

To view the job application please visit jobs.intel.com.

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