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Job Information
Job title

Service desk manager/ supervisor, ITIL

Company Ajilon
Wage between $0.00 - $0.00 Annually
Location United States, California, Hercules
Employment type Full Time
Education Bachelor
Year Experience 3 - 4 Years of Practical Experience
Travel Not Specified
Published on 6/10/2008
Description
Skills and Experience:

BA/BS degree in computer science; ITIL Foundation and Practitioners Certifications. Minimum of 3 years' supervisory/managerial experience with prior operations and service management in large scale and dynamic corporate IT environment. Minimum 5 years' Service Desk experience.

Skills include:
> Strong ITIL / ITSM knowledge and understanding of its strategy and how to implement is imperative.
>
Ability to drive short and long term goals supporting the primary objective to transform the Service Desk into a high performing and cohesive team committed to achieving world class customer satisfaction at Bio-Rad.
> Ability to drive change, deliver results and connect with the Service Desk employees located in global locations.
> Ensure Server Desk Analysts have specific, measurable, attainable, relevant and time objectives to deliver a positive customer experience through targeted, measured and reported metrics.
> Proven abilities to move strategic initiatives forward that drive call reduction, manage volume, deliver efficiency and maintain service level commitments (collaborating with colleagues in development, operations, support, infrastructure and other areas.
> Proven ability to articulate and implement an enterprise-wide vision for customer-focused and best-practice Service Desk expectations.

Duties and Responsibilities:

In this position, you will direct and manage the Global Service Desk initiatives and process improvements to current Service Desk processes. Manage a team of support personnel who resolve I.T. incidences and service requests. Implement policies and procedures regarding how incidents are identified, received, documented, distributed and resolved. Ensure maximum Case resolutions in minimum time. Evaluate new information systems products or services and suggest changes to existing products or services to better support the end user. Lead and direct the work of others.df-tc

Experience/Skills
Please send resumes directly to bitan.biswas@ajilon.com to avoid delay in routing.
Please note that 5 years of exp is required in service desk .

Other desired skills:
Service desk manager/ supervisor, ITIL
This job has expired.