Service Desk Manager (Sunnyvale)

Detailed Job Description

Its Onsite - 1000 west Maude, Sunnyvale, CA

• Ensuring IT service levels are maintained and exceed performance objectives.
• Typically, a service delivery manager will be responsible for service desk, desktop support and Application support personnel, so strong staff management and communication skills are important.
• Deciding on service level agreements both operationally and for contracted services Developing and recommending service and process improvements Any change management processes
• Any incidents relating to release management Coordinating the team to ensure any major incidents are managed professionally Building and maintaining internal and external relationships and services
• Ensure that all systems and processes in place ensure effective service delivery Reporting on process improvements, team performance and agreed service levels Expansion of services to fill all gamut's of infrastructure increase breadth.
• Focus on project opportunities and transformation initiatives ITIL process definitions and implementation
• Automation in service delivery Resource management Utilization Billing Management reporting
• Conduct regular in-depth service and process audits.
• Employee retention, motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines
• Value adds to customer YOY by working closely with the Transformation and Consulting group for Architecture gap assessment studies
• Implementation of new technologies Consolidation virtualization opportunities
• Reduce business impact of outages Cost savings through better solutions
• Enhance operational efficiencies Overall SLA management Operation interaction with technologies Lead Service Owner Overall Customer and Employee Satisfaction

Disclaimer

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to [email protected] for investigation.

Compensation and Benefits

A candidates pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year