Job Summary:

• Provides leadership and support to the team related to incident prioritization, tracking and resolution of end-user incident requests to maintain SLA and service expectations
• Lead metrics and reporting initiative for the overall End User Services team to ensure customer satisfaction survey results are reviewed/published/actioned
• Liaising with internal teams for input to service targets along with delivering/publishing a monthly executive metrics dashboard
• Accountable for reviewing incident trends to establish opportunities for technology adoption and training for staff and end users, drive the development of knowledge base articles by the team and identifying systemic issues
• Supports project deployment activities for upgraded and new services implemented within the End User Services Teams
• Accountable for leading, mentoring, coaching and ensuring results, setting priorities and resources to align with daily/weekly volumes
• Management and leadership for the team, ensuring operational delivery as well as work/project prioritization.
• Budget and Staff responsibility for the team and its included services.
• Responsible for Service Area / Domain including several IT services including services alignment, architecture overview and roadmap.
• Ensure communication and implementation of Global IS/IT standards and procedures within the team.
• Manage contract and 3rd party deliveries within the team service area.
• Ensure documentation for services within the service area is up to date and compliant with QMS, GMP and GAMP.

Skills on Resume: 

• Incident Management (Hard Skills)
• Metrics and Reporting (Hard Skills)
• Team Management (Soft Skills)
• Process Improvement (Hard Skills)
• Knowledge Management (Hard Skills)
• Project Management (Hard Skills)
• Stakeholder Communication (Soft Skills)
• Resource Management (Hard Skills)

Job Summary:

• Work with the service desk manager to achieve the highest possible FCR
• Drive improvements across end user in line with Microsoft Modern Workplace principles to support the continued deployment of AAD/HAAD joined devices
• Ownership of Microsoft 365 inclusive of Defender for Endpoints, Endpoint Manager, Teams, Stream and AIP
• Support a multitude of endpoint devices inclusive of Windows 10 (physical/AVD/Windows 365/Citrix) and iOS (MacBook/iPad)
• Ensure incidents and service requests are dealt with within the SLA
• Participate in daily scrums and stand-ups
• Ensure appropriate software updates, backups, anti-virus updates and patch schedules are in place to keep the environment secure/up to date and in line with industry standards
• Work closely with the IT security team to address highlighted vulnerabilities
• Participate in weekly CAB, ensuring all changes are reviewed and have the appropriate approval
• Maintain skills matrices, identifying skills gaps, and necessary training needs/opportunities to ensure a broad spread of critical skills
• Collaborate closely with technical leads to create technology roadmaps

Skills on Resume:

• FCR Improvement (Soft Skills)
• Microsoft Modern Workplace (Hard Skills)
• Microsoft 365 Management (Hard Skills)
• Endpoint Device Support (Hard Skills)
• Incident Management (Hard Skills)
• Security Updates Management (Hard Skills)
• IT Security Collaboration (Soft Skills)
• Skills Matrix Management (Soft Skills) 

Job Summary:

• Manage third-party relationships, including regular service reviews
• Develop, document, implement and maintain procedures and standards, in line with the ITIL framework
• Develop a detailed KB is maintained of technical elements supported by the team
• Maintain a database of software and operating system license details (SysAid)
• Ensure compliance across all supported environments
• Support evidence submissions for internal/external audits
• Stay on top of industry trends and make recommendations that would drive continuous improvement
• Ensure that the team's key performance indicators (KPIs) are defined, and reviewed and that actions are evaluated and taken accordingly and delegated correctly
• Support the service centre and act as a key contributor to the creation and maintenance of the knowledge base to maximize the resolution rate of front-line interventions (L1)
• Collaborate within a management team and with other business units to implement and implement initiatives to streamline processes, improve customer service and achieve budget targets
• Establish and maintain strong relationships with merchants, service providers and other stakeholders to proactively recommend new cost-effective solutions, support opportunities and solutions to new or unknown problems
• Manage and supervise projects and activities of particular initiatives to achieve set objectives such as continuous updates, migration of operating systems, etc.

Skills on Resume:

• Relationship Management (Soft Skills)
• Framework Implementation (Hard Skills)
• Knowledge Development (Hard Skills)
• License Management (Hard Skills)
• Compliance Assurance (Hard Skills)
• Trend Analysis (Hard Skills)
• KPI Management (Hard Skills)
• Project Supervision (Hard Skills)

Job Summary:

• Manages a global outsourced Service Desk and drives the highest levels of performance and satisfaction
• Responsible for the implementation and maintenance of ITIL / ITSM processes and best practices across the company with a daily focus on continuous improvement and operational excellence
• Participates in prioritization of project initiatives and resource planning to accurately track commitments, status, and accountability to all CTG and business-driven projects
• Establishes and maintains the initiative vision, strategy and program to ensure information assets and technologies are adequately protected and maintained
• Responsible for all Information Technology security aspects of the organization's information technology and systems, including policies, standards, and oversight of end-user security operations
• Recommend and execute the strategic plan to maintain information technology and operations technology equipment and develop schedules and business cases for equipment replacement
• Provide leadership, mentoring, and develop staff into a cohesive high-performance team
• Provide company strategy and execution as it relates to operational processes and technology needs.
• Evaluates new IT products and services to improve service levels, drive automation, and greater self-service to increase overall satisfaction levels
• Ensures effective working relationships with vendors and third-party providers, ensuring contracts are kept up to date and cost maintenance strategies are assessed and analyzed on a periodic basis.
• Develops strategies and manage the implementation of hybrid workforce technologies to ensure optimal work experiences for office-based and remote workers
• Leads and directs the timely compliance with SOX, PCI, and other regulatory data requests
• Responsible for the development of the annual department budget and capital expenditure plans in alignment with department projects and business goals

Skills on Resume:

• Service Desk Management (Soft Skills)
• ITIL Process Implementation (Hard Skills)
• Project Resource Planning (Hard Skills)
• Information Security Oversight (Hard Skills)
• Strategic IT Planning (Hard Skills)
• Leadership and Mentoring (Soft Skills)
• Vendor Relationship Management (Soft Skills)
• Budget Management (Hard Skills) 

Job Summary:

• Manages the staffing, including recruitment, scheduling, development, evaluation and mentoring.
• Leads the team's operational planning, including fostering innovation, planning projects, and organizing the allocation of resources.
• Collaborates with the Director, of Infrastructure and Support on budget and business planning.
• Acts as a formal point of escalation for the End User Services.
• Measures and maintains excellent End User satisfaction ratings.
• Oversees service management processes, performs reviews, and implements improvements
• Identifies and develops key service level targets, and metrics, and measures the quality and effectiveness of services.
• Monitors ticket volume and helps prioritize to ensure it is kept at a minimum while incidents and service requests are resolved in a timely manner with high customer satisfaction.
• Handles IT asset (hardware and software) life cycle and accounting for all IT assets including dispatching and disposing.
• Oversees the deployment and technical management of end-user device refresh strategies to maintain the currency and reliability of desktop devices.
• Leads procurement process for end-use hardware, and ensures staff have the tools to perform work effectively.
• Leads the IT asset management processes and performance staff education.
• Leads by example and shares knowledge, skills and experience of processes, products, standards, and systems.

Skills on Resume:

• Staff Management (Soft Skills)
• Operational Planning (Hard Skills)
• Budget Collaboration (Soft Skills)
• Escalation Point (Soft Skills)
• End User Satisfaction (Soft Skills)
• Service Management (Hard Skills)
• Metrics Development (Hard Skills)
• IT Asset Management (Hard Skills)

Job Summary:

• Ensure that equipment (desktops, laptops, mobile devices and peripherals) is installed, operated, monitored and maintained on an ongoing basis through effective, accurate and timely support
• Establish a sustainable strategy for managed print services and consolidate suppliers and manufacturers
• Develop and enforce Client's end-user policies, hardware, device and image standards and conduct lifecycle planning to meet business needs and prepare budgets accordingly
• Optimize the employee onboarding process and act as a liaison with the Human Resources department to ensure an excellent experience for new employees (success the first time)
• Manage software releases, upgrades, and patches to achieve service levels for all devices and operating systems, ensuring compliance with IT and enterprise policies
• Manage and maintain security, backup and performance monitoring processes and activities
• Ensure that workstation procurement and purchase requisitions are optimized, maintain and ensure an up-to-date asset management inventory, and dispose of end-of-life equipment in a cost-effective and secure manner
• Ensure the availability and effective use of resources and support tools to conduct day-to-day operations (laboratory environment, resource tools, application-specific user support tools)
• Perform workforce planning to ensure end-user IT support coverage during business days and on-call support. 
• Ensure the availability of an expert resource to support events for executives, incidents and requests
• Manage staff, including goal setting and performance reviews in accordance with Client's annual employee evaluation process
• Recruit, hire and motivate team members through skills enhancement, coaching, consultation and daily support

Skills on Resume:

• Equipment Management (Hard Skills)
• Print Strategy (Hard Skills)
• Policy Development (Hard Skills)
• Onboarding Optimization (Soft Skills)
• Release Management (Hard Skills)
• Security Management (Hard Skills)
• Asset Management (Hard Skills)
• Staff Management (Soft Skills)

Job Summary:

• Define the End-User project delivery process, procedures and best practices 
• Ensure the proactive delivery of effective and efficient services to departments and users 
• Manage and develop staff to excel in the department and individual objectives
• Provide staff with a clear sense of direction and purpose
• Communicate effectively and timely manner with staff
• Regularly utilize a variety of recognition tools and programs. 
• Manage innovation efforts to introduce transformational products, services and processes to the customer base. 
• Develop and implement innovative initiatives aimed at improving the customer experience. 
• Design and implement a road map and infrastructure needed to drive growth and operational success. 
• Manage and maintain a detailed budget for the department 
• Meet with representatives from user departments to identify needs and assist in the coordination of Information Services with these projects.

Skills on Resume:

• Process Definition (Hard Skills)
• Service Delivery (Soft Skills)
• Staff Development (Soft Skills)
• Clear Communication (Soft Skills)
• Employee Recognition (Soft Skills)
• Innovation Management (Hard Skills)
• Experience Improvement (Hard Skills)
• Budget Management (Hard Skills)