Director, Service Desk

The Director, Service Desk position will lead and manage the IT Service Desk Level 1 and Level 2 personnel. Additionally, this position will have responsibility for GLS Incident Management and communications with all relevant parties during events. This role is accountable for the service level agreements of GLS environments as well as management of those GLS partners that are integrated with the organization.

Essential Functions:

• Support and maintenance of applications used by the user community including Microsoft Exchange Online, Microsoft Office 365, SharePoint as well as a variety of auto-lending industry-specific applications
• Support and maintenance of the corporate network security systems, applications, and partners; must be familiar with IDS/IPS, DLP and related security platforms
• Vendor and contract management with IT-specific service providers.; track individual vendor SLAs against service desk incidents and drive accountability with the vendors
• Conduct scheduled sessions with critical vendors to review open tickets and drive them to resolution
• Analyze trends in issue reporting and collaborate with the GLS product management team to create preventative solutions
• Responsible for oversight of incident management of impacted business operations
• Exercise management authority concerning staffing, performance evaluations, promotions, salary recommendations, and terminations
• Set departmental goals and develop and maintain a daily employee work schedule that effectively meets the needs of the business unit and company
• Orchestrate training of service desk personnel to perform implementations of code releases
• Participate in weekly Change Advisory Board and communicate release information to end users and coordinate service desk staff responsibilities to releases accordingly
• Prepare monthly reports on SLAs and incidents for management
• Organize, plan, work on multiple projects, prioritize, and meet deadlines
• Serve as a contributing member of project teams(s), or leader of project team(s), coordinating resources to ensure achievement of project activities as assigned
• Balance resource assignments and priorities to consistently support projected deployment schedules
• Foster a collaborative culture that facilitates the achievement of business plan objectives by working closely with other associates and members of management
• Participate in special projects as needed
• Perform additional assignments as required by the needs of the company or as directed by management

Minimum Qualifications:

• Minimum of a bachelor's degree in Computer Science, Information Systems, or a related field required. Internal candidates at the Specialist (S3) level with commensurate GLS experience and a track record of sustained, top performance against company standards may be considered
• Minimum of five (5) years' experience leading IT Infrastructure and/or Support Desk teams  at a financial services organization preferred
• Knowledge and experience with cloud concepts as well as SAAS vendors
• ITIL disciplines for delivery and service desk management preferred
• Experience with Kace Service Desk (or comparable) application preferred
• Must be familiar with telephony and predictive dialing technologies
• Must be proficient with networking technologies and concepts
• Exceptional knowledge of personal computer operating systems, Microsoft GPOs, server and networking topologies
• Exceptional analytical and problem-solving skills
• Experience with Microsoft SQL required; experience with Office 365, SQL Azure and Azure Data Warehouse is preferred
• Strong knowledge of the organization and strong level of technical skills required to complete assignments
• Ability to work well independently and in a team environment
• Excellent customer service skills with technical and non-technical customers
• Ability to handle sensitive and confidential materials in a professional manner
• Experience with software development lifecycle including Agile methodologies
• Intrinsically motivated with demonstrated ability to take initiative, identify needs, make recommendations for improvement, see recommendations through implementation, and evaluate improvements for effectiveness 
• Exceptional interpersonal skills: friendly and tactful with the ability to influence others, effectively manage conflict, exercise sound judgment, effectively manage highly sensitive and confidential information, interact at all levels within the organization, and build cross-functional partnerships across the business

. Exceptional oral and written communication skills

• Team player that can adapt in a fast pace and changing environment

• Demonstrated ability to motivate and lead a team - provide quality training, guidance, performance coaching and feedback to assigned staff

• Excellent organizational skills with high attention to detail and demonstrated ability to effectively set and manage multiple conflicting priorities
• Ability to think strategically and deliver tactically

• Commitment to exemplifying the organizational core values and key competencies

Employment Requirements:

Must be able to pass a criminal background check

Physical Requirements: While performing the essential duties of this job, the associate is regularly required to:

• Remain in a stationary position up to 50% of the work day
• Constantly operate a computer and other standard office equipment 
• Talk and hear to exchange accurate information
• Have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading
• Lift up to 50 pounds
• Stoop and kneel to install computer equipment

Work Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This job operates in a professional office environment
• The noise level in the work environment is usually moderately quiet
• The work environment is primarily indoors
• The position does require periodic travel to other GLS facilities; approximately 4 times per year

Schedule:

• This position is full-time
• This is an exempt level position whereby business need will dictate the exact work schedule which should be expected to vary at times. Generally, days and hours of work are Monday through Friday, 8:00am-6:00pm
• Regular, predictable attendance is required, including overtime hours as business demands dictate
• Evening and weekend work may be required as job duties demand