Kelly Services IT Service Desk Manager in Exton, Pennsylvania

JOB PURPOSE

To establish and provide Technical Service Desk Managment services & support on a day to day basis that meet/exceed metrics and benchmark standards for the region. Provide leadership and direction consistent with company standards and processes.

PRINCIPAL ACCOUNTABILITIES

Supervise the Service Desk for the region in line with consistent global standards and processes.

  • Overall responsibility of the execution of BAU Incident Management and Request Fulfilment delivery processes within the region.

  • Contribute to the commitment of service levels and monitor operational KPIs for the region.

  • Contribute to continual service improvement activities to ensure that the services provided by the regional Service Desk remain fit for purpose and in line with industry best practice.

  • Owns and is the “Controlling Mind” behind all activities that are needed to restore the service during the life of a Priority 1 or 2 incident (Major Incident Management activity).

  • Is the Single Point of Contact for communicating to all stakeholders during the life of the incident.

  • Supervise workflow for the regional team, acting as an operational escalation point.

  • To carry out any other duties which are within the employee’s skills and abilities whenever reasonably instructed.

  • Ensure that at all times company Policies, Standards and Standard Operating Procedures (SOPs) are adhered to.

  • As a member of the global IT community you will be a champion of the function’s values and culture, while demonstrating and openly encouraging the behaviours expected from a professional, best in-class IT team.

PERSON SPECIFICATION

QUALIFICATIONS/ KNOWLEDGE/ EXPERIENCE

(TECHNICAL/ PROFESSIONAL KNOWLEDGE & SKILLS COMPETENCY)

Experience of line management / people Supervision, in a Service Desk environment

Essential

Experience of ensuring adherence to standards and processes standards in a diverse complex environment

Essential

Experience of working & successfully communicating with a wide range of stakeholders

Essential

Strong MS office skills – especially MS Excel and MS PowerPoint

Essential

ITIL V3 Foundation

Desirable

Experience of working with best in class IT Service Management / Desk toolsets

Desirable

PERSONAL SKILLS & KEY COMPETENCIES

Authenticity

Gaining other people’s trust by demonstrating openness and honesty, behaving consistently, and acting in accordance with moral, ethical, professional, and organizational guidelines.

Essential

Building Collaborative Relationships

Identifying opportunities and taking action to build strategic relationships between one's areas, teams, departments, units, or organizations including customers, to help achieve business goals.

Essential

Customer Focus

Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs. This includes internal and external customers.

Essential

Communication

Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Essential

Leveraging Diversity

Working effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations, or backgrounds; making the most effective use of the capabilities, insights, and ideas of all individuals.

Essential