S2ssoft
Location
Mobile, AL | United States
Job description
Job Role: EUC Manager
Location: Mobile, AL- Onsite
JOB DESCRIPTION EUC Manager:
Accountable for managing EUT Teams and escalation point for three service towers - ServiceDesk, Onsite support DSS and RDS.
Responsible to ensure compliance of ITSM processes enabling these towers such as Problem management, Service Improvements, Resource management etc.
Managing and exceed Customer expectations and deliver contractual obligations.
Conducting periodic reviews with the customer and HCL management, and providing relevant reports
Directly managing Tower leads, and ensuring their professional development and their compliance with all requirements and policies (Client and internal);
Accountable in ensuring all the key enterprise-wide initiatives compliance.
Accountable and responsible for ensuring SLA performance targets are met.
Conducting perception and customer satisfaction surveys, and ensuring performance on CSAT targets set by management
Creates and maintains a culture of continuous Service improvement, accountable for delivering value added projects as strategic and tactical objectives.
Experience -
12+ years of overall IT-related experience required, with at least 5 years in managing Global Customers
5+ years of managerial experience
5+ years of working in IT operations with SLAs, ticketing tools and ITIL methodology.
Expected to have an in-depth understanding of technology, best practices and real-life processes behind End User Computing (desktops and all related centralized solutions).
Prior understanding of remote infrastructure management and concepts around remote management of IT systems.
Demonstrated global cultural awareness is required.
Demonstrated matrix-management skills required.
Experience in managing a virtual team required.
Flexibility with respect of time - client deliverables must 100% be met with a Can do attitude
Job tags
Salary
