Senior Manager, IT Service Desk

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.