End User Computing Director
iCrescere Services Corp.
- Muntinlupa, PhilippinesMuntinlupa, Metro Manila, PhilippinesMuntinlupaMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 7 years ago
2017-07-08T16:00:00+00:00Job closed.
Job Description
- Responsible for end user services and collaboration tools, including overseeing the operations of the IT Service Desk
- Develop a strategic vision of cloud adoption, end user computing tools, desktop technologies and define a road map to evangelize those to users worldwide
- Develop and implement the technology adoption programs and drive results using proven adoption strategies for communication, training and change management
- Lead a virtual team of Service Desk team members worldwide, who are responsible for Help Desk, desktop and end user computing support including mobile device management
- Manage the day to day operation of a global support organization with a "Customer Service" mindset rather than "Technical Help Desk Support" mindset
- Develop and implement proper metrics, reports and monitoring tools to measure the delivery of services (SLAs) within the ITIL framework
- Design and implement methods for receiving periodic user feedback to measure support performance and to understand new IT demands for services
- Enforce quality standards across the support desk and work cross-functionally to resolve issues and improve end user satisfaction
- Responsible for implementing methods to continuously improve first call resolution, manage customer perceptions, and build strong end user/customer relationships
- Standardize the portfolio of IT service offerings and processes across the enterprise
Minimum Qualifications
- Bachelor's degree in a discipline relevant to the role
- Candidate must have a minimum of 10 years of experience with at least 5 years of experience running an End User Service Support organization, preferably in a global context
- Demonstrated experience a similar role with leading transformation using cloud and mobile technologies in a large scale enterprise
- Hands on experience of driving a major transformation initiative such as Office'365 Cloud or Google Cloud in a leadership capacity
- Must have led IT Service Management (ITSM) organizations using standard ITIL framework along with support to business processes and tools such as ServiceNow
- Must have the ability to understand and analyze end user requirements to be used for product and service improvements
Jobs Summary
- Job Level
- Director / Executive
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Once in a while
- Office Address
- Sucat, Metro Manila, Philippines
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About iCrescere Services Corp.
iCrescere Services Corp. is a recruitment firm which was duly established on October 30, 2015. It is founded by a group of young professionals eager to provide the best and affordable recruitment service to help companies find the next assets of their respective businesses.
Our employees are composed of diverse and highly-skilled professionals such as Engineer, I.T. Consultant, Customer and Human Relations Officers.
Mission
- aims to provide companies with most trusted and highly-skilled professionals
- aims to offer industries with most efficient yet affordable recruitment solution towards a highly innovative and competitive market
- aims to determine the most suitable requisitions for professionals seeking for employment in line with their career objectives
Vision
- to be the preferred platform for candidates in building their long term successful careers within the right organization.
- to be the one of the most trusted and highly recognized recruitment firm by different industries.