IT Service Support Regional Manager

Under the general direction of the IT Service Support Senior Manager, IT Service Support Regional Manager leads a team of Field Support Analysts to support end users for complex more hands on issues and utilizing methodology that helps in defining, implementing, and improving the support model for the assigned region. The overall target for this position includes:

• Manage the ITSS Field Support Analysts (internal or vendor)
• Ensure seamless integration of 1st and 2nd level support
• Manage Client device strategies
• Establish, Communicate and maintain end users environment standards

 

Key Responsibilities:
• Managing the ITSS Field Support Analysts (2nd level support) regarding processes, tools, and people within their assigned Region and in support to their assigned Business Units
• Ensuring seamless integration of 1st and 2nd level support
• Providing the best-in-class support to Business Unit customers according to the agreed service levels
• Delivering IT services support services and value to the business area
• Maintain Customer Satisfaction by successfully managing all service areas that have impact on Client satisfaction (SLA achievements, migration support, innovation initiatives, continuous service improvement plan)
• Developing and maintaining the relationships with IT and Business leaders, and contracted suppliers
• Act as the Liaise between IT Leadership and Business Unit Leadership.
• Relay the business Requirements: of the customer to IT Leadership.
• Ensure customers’ priorities for new or changed products and services, is aligned with desired business outcomes
• Ensure conflicting stakeholder Requirements: are mediated appropriately.
• Handle stakeholders’ complaints and escalations well through a sympathetic (yet formal) process.
• Track customer and technology trends that could impact customer perception and service provision.
• Ensuring that all the technical solution deployed are following the standards in place whiting the group
• Defining and implementing service enhancements that will improve the reliability, usability, security, supportability and performance of the desktop environment.
• Supporting projects to transfer their delivered services into the run organization (service introduction)
• Managing and participating in timely and effective incident, request and problem resolution, including system and service interruptions.
• Enabling service restoration activities, including being available to join restoration bridge calls during off-hours (24/7 on call support).
• Developing, maintaining, and aligning with policies and procedures as they relate to IT Operations support and regulatory controls.
• Participates in program audits.
• Provide continuous process improvement through Incident Management and Problem Management
• Support the Change Advisory Board functions and responsibilities
• Ensure that appropriately skilled and trained resources are deployed into the service and that they are working in accordance with agreed internal and customer procedures and standards
• Train, coach, and mentor Field Support Analysts (Level 2) including career development. Oversee staff activities. Build and obtain training material for support staff. Manage the employee work schedule and provide backup support.
• Act as the SPOC for the Support Organization, liaise with SDM and customer, deal with senior level escalation, and adapt service to changes in demand.
• Conform in all respects with applicable laws, regulations, ordinances, and other orders and to all company policies, procedures, and directives from supervisors.
• Perform other duties and responsibilities as required or requested by management.

Knowledge, Skills, Abilities and Competencies:
• Graduate degree in Business or Management, Computer Science, Engineering, or related discipline with an IT focus
• Strong MS Office (Word, Excel, Outlooks, Access, Project) experience a must
• Certifications: ITIL; CoBIT, CMMI
• Excellent English, both written and spoken; other languages a plus and specific to the assigned region
• Ability to communicate openly and effectively with senior management, Business Units management, with other IT managers, with staff, and with many diverse constituencies
• Ability to work decisively under heavy workload considering the criticality, urgency and extended work hours required to ensure availability of the service in accordance to service level commitments
• Ability to manage multi-cultural and multi-located teams
• High willingness to drive transformation and service improvement
• Strong customer / end-user / client service orientation
• Highly self-motivated and directed
• Keen attention to detail
• Capability for problem solving, decision making, sound judgment, assertiveness

Physical/Mental Demands:
• Ability to stand, sit, walk, use hands and fingers and talk.
• Visual Requirements: include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Working electrical equipment, wiring, and network cables

Working conditions:
• Work in office environment 100% of the time.
• Work in front of computer terminal for majority of the day.
• Noise level is usually moderate.
• 25% Travel required

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We thank you for your interest. Only those selected for an interview will be contacted.

GFL is committed to equal opportunity for all, without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact [email protected]

Please note that GFL does not provide visa sponsorship for this position. Valid work authorization in the country where the job is located is required. Successful candidates will be required to provide valid documentation confirming their eligibility to work in the country where the job is located prior to their start date.

 

This hiring process may utilize machine-based systems to assist in screening and assessing applicants. Final selection decisions are made by our recruitment team.