Global Service Manager Job Vacancy in Collabtech Group Mesa, AZ 85212 – Latest Jobs in Mesa, AZ 85212
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Company Name : Collabtech Group
Location : Mesa, AZ 85212
Position : Global Service Manager
Job Description : This is a ‘once in a lifetime’ opportunity for an experienced IT Service Desk Manager to build, lead and expand an innovative business area, within a growing organization.The ideal candidate will be responsible for a globally based team supporting multiple business units and functions worldwide. They will have proven experience in structuring and providing strategic direction to the team whilst delivering ‘business as usual’. Previous experience of creating procedures, implementing processes, and managing a global team would be distinct advantage.Key ResponsibilitiesBuild, manage and maintain the smooth running of a global, 24/7 service desk team, as well as mentoring and leading the team directly. You will act as a point of escalation for incidents, as well as managing external relationships with multiple IT vendors.Establishing Service Desk performance through metrics, stakeholder engagement and transactional feedback including developing action plans to address areas needing improvementContinuous improvement of the incident and request management processes and the integration of these processes with other IT processes, such as problem managementBuilding and maintaining relationships with all relevant stakeholders within the customers that Collabtech supports with collaboration expertise.Assist in commercial discussions with prospective customers, helping to create business case proposals and services desk expertise.Recruiting, selecting, onboarding, and training employees. This involves communicating job expectations, planning, monitoring, appraising, reviewing job contributions and enforcing policies and procedures.Direct and regular reporting of key metrics to Collabtech SMTThis is a ‘hands on’ and technical managerial role, where a great Service Desk Manager will add real value to the team and organization.The key attributes and skills you will be able to demonstrate include:Being inquisitive, able to drive change with analytical and problem-solving skills.People leadership, development and coaching of team membersLevel 1 2 & 3 incident ownership and management, plus first point of escalationBroad and diverse technology background with a deep understanding of Microsoft (M365, Teams), AV and CollaborationMonitor outstanding incidents, changes, and service requests against SLA’sResource management – staff allocation and desk resourced correctlyAct as interface to various customer stakeholdersA good working knowledge of IT monitoring, management tools & ZendeskAdditional duties as and when required.Qualifications:To be successful in this role you will have:Responsibilities and experience in Support Services operations.Strong background and experience with leading a diverse team of Support Services Technicians and engineers in a Services operations environment.Broad and diverse technology background with a deep understanding Microsoft (M365, Teams, AV and Collaboration).Exceptional oral and written communication and presentation skills, with the ability to write and speak to many diverse and distinct audiences.Effective analytical and problem-solving skills.Experience in organizational change management and/or organizational development skills.Excellent interpersonal and communication skills with the ability to interact with others and senior management.A wide degree of creativity and latitude is expected.Some travel may be required.Job Type: Full-timePay: $75,000.00 – $80,000.00 per yearBenefits:401(k)401(k) matchingDental insuranceHealth insuranceLife insurancePaid time offParental leaveProfessional development assistanceVision insuranceSchedule:8 hour shiftDay shiftMonday to FridayAbility to commute/relocate:Mesa, AZ 85212: Reliably commute or planning to relocate before starting work (Preferred)Education:High school or equivalent (Preferred)Work Location: One location
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