salesforce.com
Manager, Desktop Support
United States, US - Computer Software, Information Technology and Services, Internet
Manager, IT Techforce (Desktop Support) - San Francisco, CA
The IT Techforce Manager will report to a Senior Manager within IT Enterprise Services & Support. This position will be a technical hands-on leader for delivering a world-class support experience for our internal users by driving operational excellence within the local support team and in coordination with other regional managers.
Responsibilities:
The Manager of the IT Techforce team will be responsible for delivering desktop support by managing, evaluating, recruiting, hiring, and developing Techforce (Desktop Support) technicians. The manager will interface daily with the technical staff and other managers and will be directly involved in resolving escalations and coordinating the communication of service status related to his/her area of responsibility. The IT Techforce Manager must be receptive to management coaching to increase his/her individual and team’s effectiveness.
Responsibilities Include:
· Define team goals, lead staff to desired results, and be accountable for team performance
· Understand customer requirements and business opportunity/requirement identification, guidance, support and closure
· Deliver on service commitments to users and business units
· Assist in cost management of contractor services
· Foster positive end user relationships and drive customer satisfaction
· Continuously identify cost reduction for service delivery through leveraging tools, automation, and best practices
· Measure customer feedback regularly from those receiving IT services and present findings to management with continuous improvement recommendations
· Create relationships, and drive/manage subcontractors/third party providers.
· Drive/participate and coordinate crisis management.
· Ensure staff is adequately trained
· Ensure attrition does not affect ability to deliver services
· Ensure progression and succession plans in place for all staff
· Lead and actively participate on global IT projects
· Report team performance metrics and project summary status periodically
· Analyze performance trends, forecast resource requirements, and implement corrective action as needed
· Implement programs and processes to ensure the highest level of service, efficiency, quality, and response.
· Work independently and tirelessly to achieve IT goals
· Energize staff to continuously seek new ways of increasing support efficiencies
· Occasional availability outside of normal business hours
· Act as a single point of contact and be the advocate between cross-functional groups
Required Skills:
This position requires someone who is outgoing, has excellent communications skills, and enjoys working in a team environment.
· Bachelors degree in Science, Engineering, Information Systems, Data processing or equivalent
· Strong oral and written communications skills
· Strong analytical/problem solving skills
· Minimum 4 years IT operations experience in a leadership position
· Four (4) or more years combined experience in IT Operations, technical support, network administration, enterprise systems management, engineering, or security administration.
· Practical experience with ticketing and queue management systems
· Ability to leverage the talents of employees to build a high performance team
· Ability to work effectively against demanding deadlines and budgets.
Desired Skills/Experience:
· Experience establishing performance thresholds and monitoring systems for failures or degraded performance
· Current knowledge of Mac, PC, and mobile hardware, software, and technology trends
· Strong experience in troubleshooting and root cause analysis
· Practical experience with desktop support services
· Ability to work successfully with, coach, and manage a team
Travel:
Occasional domestic travel
Infrequent international travel
Salesforce.com is an Equal Employment Opportunity and Affirmative Action Employer. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com does not accept unsolicited headhunter and agency resumes. Salesforce.com will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com.
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No salary provided
Posted June 27, 2014 at 07:20AM from LinkedIn http://ift.tt/1jr9GLp
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