Director Services

　　Executive Bangalore, India

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　　Description

　　About Zones Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

　　Position Overview

　　As the Managed Services Desk Director of the Shared Service Desk, you will be the driving force behind delivering exceptional IT support and service to our valued clients. This role is pivotal in ensuring client satisfaction, managing service desk operations, and guiding a team of dedicated professionals.

　　The Director Managed Services - Shared Desk will manage multiple dedicated service desks as well as develop and improve the Shared Service desk model globally. Working in conjunction with the integration of supporting the NOC and SOC as required. In this role, you will ensure continuation of the team’s customer-friendly approach and handle the problems escalated to the management level and have responsibility for the teams Customer Satisfaction and Employee Satisfaction scores. You will be responsible for managing the P&L of the organization and continuously improving the financial outcomes. You will also be responsible for ensuring the ITIL process is adopted throughout the organization and develop the client facing ITIL practices, with a strong focus on Continual Service Improvement.

　　Responsibilities

　　Service Desk Leadership:

　　Oversee and manage multiple 24x7x365 service desks in a global footprint and work cooperatively with the system, network engineers and the network operations center.

　　Provide strategic direction and leadership to the service desk team, ensuring alignment with the company's goals and objectives.

　　Foster a culture of excellence, teamwork, and continuous improvement within the service desk team.

　　Monitor key performance indicators (KPIs) to assess team performance and drive improvements.

　　Direct department activities, projects, and improvement activities to fulfill department and organizational goals.

　　Ownership & Accountability for overall organization productivity targets, goals, and plans to drive team(s) performance.

　　Client Relationship Management:

　　Serve as the primary point of contact for clients regarding service desk-related matters.

　　Build and maintain strong client relationships through effective communication and regular meetings to understand their IT needs and expectations.

　　Work with the presales teams to devise solutions and estimate the level of effort of the delivery teams for proper costing of services.

　　Support Sales efforts as needed for contract renewals and new business opportunities.

　　Service Delivery:

　　Oversee the delivery of IT support services to clients, including incident resolution, problem management, and service request fulfillment.

　　Ensure that service level agreements (SLAs) are consistently met or exceeded.

　　Implement best practices for incident, problem, and change management processes.

　　Execute and manage a staffing program to support existing and new business.

　　Team Management:

　　Recruit, train, and develop Service Desk Management, providing coaching and mentoring as needed.

　　Conduct performance evaluations and set clear goals and expectations for team members.

　　Oversee, Manage, and engage with staff to ensure adequate staffing levels, and shift compliance to optimize SLA’s and Agent productivity.

　　Design and implement processes and policies to develop top tier customer service and employee productivity.

　　Technical Expertise:

　　Stay up to date with industry trends, emerging technologies, and best practices in IT service management.

　　Provide oversight, guidance, and expertise to the service desk management team to identify and resolve complex issues.

　　Process Improvement:

　　· Accountable to drive Continual Service Improvements efforts across the organization following ITIL standard practices.

　　· Identify opportunities for process improvements and automation to enhance service desk efficiency and effectiveness.

　　· Direct department activities, projects, and improvement activities to fulfill department and organizational goals.

　　· Collaborate with other departments to ensure seamless service delivery and issue resolution.

　　· Set objectives for department’s quality and productivity measures, utilizing ITIL processes.

　　Financial · P&L ownership and increase bottom line strategic initiatives.

　　· Build, maintain and update business forecasts including a rolling 12-month view.

　　· Manage and drive regular operational performance meetings with Zones leadership that presents key performance information and identifies EBITDA improvement opportunities.

　　Requirements:

　　EDUCATION:

　　· Bachelor’s degree in related field and a minimum of 10 years’ experience of managing multiple teams within an operational environment or equivalent experience.

　　Qualifications:

　　Bachelor’s degree in information technology, Computer Science, or a related field (Master's degree preferred).

　　Proven experience (10 years) in managing IT service desk operations in a managed services environment.

　　Strong technical background with expertise in IT service management tools and practices.

　　Ability to manage a continuous improvement program including socializing progress and successes.

　　Ability to collect information, detect patterns, brainstorm, interpret data, integrate new information, and theorize to problem solve and make decisions.

　　Excellent leadership and people management skills, with a track record of building and leading high-performance teams.

　　Exceptional communication and interpersonal skills to build client relationships and collaborate with internal teams.

　　ITIL or other relevant certifications are a plus.

　　Demonstrated ability to analyze data and make data-driven decisions.

　　Strong problem-solving skills and the ability to work well under pressure.

　　A commitment to continuous learning and staying current with industry developments.

　　· Experience managing teams in an MSP environment.

　　· High degree of initiative and self-direction.

　　· Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.

　　· Candidate must possess strong client facing skills and understand the mechanisms for building strong, long-lasting internal and external customer relationships, including the ability to generate results through influence.

　　As the Managed Services Director of Service Desk, you will be responsible for leading and managing a team of service desk professionals to deliver exceptional IT support and customer service to our clients. You will play a critical role in ensuring the smooth operation of our clients' IT environments and in maintaining high levels of client satisfaction. This position requires a strong combination of technical expertise, leadership skills, and a customer-centric mindset.

　　Zones offers a comprehensive Benefits package While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value, they bring into our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life and much more. At Zones, work is more than a job – it's an exciting careers immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you!