Job: Manager, Service Desk

Team : IT - Information Systems   Manage the performance of service desk (level 1), desktop support (level 2), and desktop administration to Blizzard Entertainment's North American facilities.  Provide leadership with key initiatives including desktop management, process improvements, metrics, user provisioning, standards specification, and team management.  This role leads resources both internally, as well as manages outsourced resources as required.  Ensure that customer expectations are met or exceeded. Responsible for ensuring the organization is meeting and exceeding expectations in regards to performance, meeting defined metrics / benchmarks, and that standards and processes are followed to provide effective customer service. Responsibilities Service Desk Management - Provide leadership of IT support desk services across Blizzard Entertainment's North American facilities.   Oversee requests, incidents and problems.  Manage and coordinate urgent and complicated support issues.  Act as escalation point for all requests and incidents. Develop and mature phone / ticket processes to ensure free flowing escalation and information within the organization.  Provide tactical and strategic guidance to the service desk team to ensure they are informed of any changes which could potentially impact customer support.   Provide leadership for projects that require support from the service desk and desktop team for application and network projects.  Monitor and manage phone queue (participating in escalated calls as needed). (25%) Improves Efficiency - Develops an effective and workable framework for managing and improving customer IT support in the organization.  Uses enterprise client management systems (SCCM, Altiris, etc.) to drive efficiency and effectiveness in desktop administration.  (20%) Reporting and Process Improvement - Provide leadership for key project initiatives including the deployment of planned desktop application upgrades.  Manage IT equipment standards and purchases. Ensure timely patching of operating system; security and application software.  Effectively deploy and manage enterprise resources.   Provide research, guidance, and recommendations for user standards. Ensure licensing requirements are managed.  Ensure Sarbanes-Oxley compliance of services including user access provisioning and access rights.  (15%) Mentoring and Leadership - Train, coach and mentor service desk specialists (level 1 and 2) including career development.  Oversee staff activities.  Builds / obtains (from other departments) training material for support staff.  As needed, schedule employees working times and provide backup support.  Manages resources in multiple North American locations.  Manage human resources as required.   Coordinate with IT management, assignment of personnel to various projects based on the skills of the person and the skills required by the project.  Provide leadership through mentoring team members and helping them achieve higher levels of accomplishment.  Provide educational opportunities to team members.  Provide a challenging environment and opportunities for advancement.  Encourage continual growth in skills of others. (20%) Customer Engagement and Interaction - Interacts with internal customers.  Manage process for communicating outage / emergency activities to the organization.  Advise management on situations that may require additional client support or escalation.  Review survey feedback to improve services, tools and support experience.  Demonstrate superior customer service as defined through customer satisfaction. Confer with customers on administrative policies and procedures, technical problems, priorities, and methods. (10%)  Technology Trending - Ensure appropriate tools and processes are utilized to provide exceptional customer service, and maintain high standards focused on quality, accuracy, and efficiency.   Identify and implement continual improvements to streamline cost and improve service levels.  Effectively manage support metrics including timeliness of ticket resolution.  Provide activity, progress, and status reports to management and keep management posted of any critical issues on a regular basis. (10%) Requirements Bachelor's degree in IT, or related business focus area A minimum of 8 years’ experience within the IT industry A minimum of 5 years’ experience in help / service desk support A minimum of 2 years’ experience managing a team of 15 or more employees Available 24 / 7 / 365 Experience developing employees through performance management and regular coaching sessions Demonstrated ability to communicate clearly through informal means, such as casual conversations between members of staff Demonstrated commitment to recruiting, retaining, and developing the most talented and superior employees; aware of processes Demonstrated techniques, processes, and tools for organizing and coordinating a team towards a common goal Able to give a clear and comprehensive presentation that conveys the point to be delivered in a thoughtful manner.  Challenges others to develop as leaders while clarifying roles and responsibilities Demonstrated experience developing relationships up, down, across, and diagonally; does so through multiple ways Demonstrated awareness of others feelings and avoids topics which might be easily offended; sensibilities Proven work to combine the action of a group of people; creates effectiveness and efficiencies Possesses the capacity to have an effect on the character, development, or behavior of someone or something Possesses the expert knowledge to identify opportunities for change and the ability to convey the need for change Pluses A minimum of 1 year experience in project management Experience with enterprise client management systems such as SCCM, Altiris ITIL Foundation certification Job Status : Full-time Permanent Primary Location : United States-CA-Irvine Requisition ID :13000DF

More Info and Application