Senior Manager, Global End User Services

Description

Meltwater is in search of a Senior Manager, Global End User Services to provide overall leadership and supervision to the Service Desk team, as well as other operational areas related to the end-user lifecycle. The Senior Manager, Global End User Services is responsible for implementing the planning, design, and enhancement of Service Desk processes based on industry best practices while ensuring a high level of customer service across all offices. Additionally, this role will be responsible for ensuring that the established standards and procedures are followed and effective, as well as ensuring adequate staffing levels and coverage to meet support requirements.
What Youll Do

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  Plan and coordinate the daily workflow of Service Desk Operations.
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  Create and manage annual hardware budgets for the US, EU, UK, & APAC Regions
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  Develop and implement Service Desk policies, processes and procedures to include responsibility for effectively communicating the status of all Service Desk operations.
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  Establish and manage processes to ensure effective support coordination between the IT Service Desk and other lT teams.
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  Develop Service Desk management strategies and needs, identifying staff, tools, and support requirements as necessary to ensure that Service Desk operations and support processes are working as expected.
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  Ensure Service Desk analysts are providing quality customer service and incident resolution promptly.
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  Oversee problem resolutions to identify trends or problem areas and ensure that support procedures are followed; identify opportunities to eliminate issues.
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  Coordinate effective projects and knowledge transitions.
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  Serve as point of contact for escalation on major service disruptions to the offices and ensure appropriate communication channels are used effectively to notify end users and stakeholders.
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  Build and continually develop relationships with the teams across the organization.
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  Evaluate key metrics, KPIs, perform analysis, and provide reporting to leadership to drive consistency and an understanding of incident trends.
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  Build out OKRs for the Service Desk team per the needs of the business.
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  Collaborate with staff and leadership to ensure executions are effective and efficient.
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  Direct and oversee the work of Service Desk professionals, including training, mentoring, and ensuring professional development.
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  Improve hardware/assets distribution strategy.
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  White glove support and development of white-glove support amongst technicians.
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  Establish continual service improvement plans, manage and track the progress of plans.

What Youll Bring

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  Professional experience in a similar role type, leading a global IT support team.
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  5 + years of People/Team Management and experience providing end-user support.
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  Advanced knowledge of Service Desk operations using Jira Service Management
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  Experience handling 3rd party vendors.
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  Broad understanding of IT concepts, development practices, and architectures.
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  Strong interpersonal skills, detail-oriented, and able to manage multiple tasks simultaneously
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  Windows and MAC OS support.
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  Android and iPhone support.
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  On-call and occasional hours outside normal business according to business needs.
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  Experience supporting applications; such as GSuite, Office365, Adobe, Azure, Active Directory, Vonage, Slack, Jira, Confluence
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  Experience with AV technologies; such as Google Meet, Zoom and on-premise AV for conference rooms and board meeting spaces.
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  Proven ability to build a strong partnership with selected IT vendors

What Well Give You

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  Competitive compensation - Base Salary range for this position: $150k - 170k USD per year before bonuses. The company also offers for this position, a 15% annual bonus, paid quarterly, subject to the terms of the applicable bonus plan.
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  Flexible Paid Time Off & generous paid & unpaid leave policies
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  Excellent medical, dental, and vision options
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  401(k) matching, life insurance, commuter benefits, and parental leave plans
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  Collaborative, transparent and fun loving office culture
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  Accelerated professional development and growth programs