Director

Director - Service Desk.

Please send your across updated resume [Confidential Information].

About the job

Job Summary:

The Director of IT Service Desk Operations will lead and oversee the IT service desk team, ensuring the delivery of high-quality technical support and customer service across the organization. This role requires strategic leadership, operational excellence, and a strong focus on enhancing user experience while optimizing service desk performance and efficiency. The ideal candidate will bring experience in digital transformation and AI-driven service desk automation, leveraging cutting-edge technology to improve service delivery and drive operational efficiency.

Key Responsibilities:

• Strategic Leadership:
• Develop and execute the IT service desk strategy, aligning with the organization's digital transformation goals.
• Champion the integration of AI and automation technologies to streamline service desk operations and improve response times.
• Lead the transition from traditional service desk models to AI-powered support systems, ensuring a seamless transformation process.
• Drive continuous improvement initiatives by leveraging data analytics and AI tools for enhanced decision-making.

Operational Management:

• Oversee day-to-day service desk operations, ensuring timely and effective resolution of IT issues, with a focus on integrating AI chatbots and automated workflows to handle routine requests.
• Monitor and manage service desk metrics, including response time, resolution time, customer satisfaction, and first-call resolution rates.
• Lead the development of AI-based self-service portals and knowledge management systems to empower end-users and reduce ticket volume.

Team Leadership and Development:

• Lead, mentor, and develop the service desk team, promoting professional growth and high performance.
• Recruit, train, and retain top IT support talent.
• Conduct regular team reviews and provide ongoing feedback and coaching.
• Technology and Process Optimization:
• Evaluate and implement IT service management (ITSM) tools and new technologies. Keep the team service aligned to industry standards.
• Streamline workflows and automate repetitive tasks to improve efficiency.
• Ensure compliance with IT policies, procedures, and security standards.
• Budget and Resource Management:
• Manage the IT service desk budget, optimizing costs while maintaining high service quality.
• Allocate resources effectively to meet organizational IT support needs.
• Stakeholder Engagement:
• Collaborate with business units to understand their IT support requirements and align services accordingly.
• Act as a liaison between IT and other departments, ensuring effective communication and service delivery.
• Vendor Management:
• Manage relationships with external IT support vendors and service providers.
• Negotiate contracts and ensure vendor performance meets organizational standards.

Key Skills:

AI Integration and Management:

• Implement and manage AI-driven solutions such as chatbots, virtual assistants, and automated ticketing systems to enhance user support.
• Leverage predictive analytics to anticipate and resolve IT issues before they impact users.

Digital Transformation Leadership:

• Lead digital transformation initiatives by integrating cloud services, automation, and AI technologies into the IT service desk.
• Foster a culture of continuous improvement by adopting agile methodologies and DevOps practices.

Data-Driven Decision Making:

• Use data analytics to monitor service desk performance, identify trends, and make informed decisions.
• Apply AI-driven insights to optimize resource allocation and improve service efficiency.

Innovation and Change Management:

• Champion innovation by introducing new technologies and processes that enhance IT service delivery.
• Manage organizational change effectively, ensuring smooth transitions during technology upgrades or process shifts.

Customer Experience Enhancement:

• Utilize AI to personalize user support, improving satisfaction through AI-enhanced user feedback systems and tailored IT solutions.

Leadership in a Digital Age:

• Inspire teams to embrace digital tools and AI, fostering a tech-savvy and forward-thinking support culture.
• Mentor teams in adopting AI tools and leveraging them for improved problem-solving.

Budgeting for Innovation:

• Manage budgets with a focus on investing in AI technologies, automation tools, and continuous upskilling of the IT support staff.

Educational Background:

• Bachelor's Degree in Computer Science, Information Technology, Management Information Systems (MIS), or a related field.
• Courses or degrees in Digital Transformation, AI Applications, or Data Science are a plus

Experience:

• 10+ years in IT, with at least 5 years in leadership, including experience leading AI-driven or digital transformation projects.
• Experience with AI-powered IT service tools and platforms such as AI-driven chatbots, predictive analytics, and automated support systems.
• Hands-on experience with tools like ServiceNow's AI capabilities, IBM Watson, or Zendesk's AI-powered features.

Soft Skills

• Relationship building is key; should be able to effectively communicate with others, build rapport and establish trust. Active listening skills are integral to the role.
• Strong leadership, business acumen and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Ability to break down complex technical concepts into straightforward language.
• Proven track record of driving security initiatives, managing projects, and delivering results in a dynamic and fast-paced environment.
• Excellent analytical and problem-solving abilities, with a keen attention to detail.
• Servant leader who puts the team's achievements and goals ahead of their own.

The Leadership Competencies for Exceptional Potential Are (only applicable for managerial and above roles*)

Smart and Decisive with Data

The ability to identify patterns across situations that are not related and to identify fundamental or underlying issues in complex problems using data.

Transformational Leader Empathy, E.I. & Resilience

Awareness and understanding of your strengths, limitations, values, how you best perform, and your ability to manage feelings, thoughts, and behaviors leading to successful interactions and relationships.

Agile Mindset

Promote a culture of continuous feedback and improvement, allowing teams to react quickly to change, preventing issues by optimizing progress speed, and enabling teams to reroute as necessary based on the dynamic BPO cadence.

Adaptability

The ability to effectively adapt to various situations, individuals, or groups, understand and appreciate different and opposing perspectives, and adapt the approach as the requirements change.

Global Thinker

The ability to develop a broad, big-picture view of Teleperformance and its mission, considering threats, trends, opportunities, and stakeholder focus, links long-range vision to daily work.

Innovative and Creative

The ability to imagine something new and realize it.

Purposeful and Impactful

Constantly aware of the reason for doing, the significance of what you are doing, and the effect it will have.

A True Partner

The ultimate collaborator seeking to add value in every interaction, sensing joint accountability in all business scenarios

Authentic and Connected Leader

The ability to understand other people, hearing and understanding the expressed thoughts, feelings, and concerns of others, fosters a psychologically safe environment that will encourage professional and personal growth, leading to the development of future talent.

Infinite Learner

Forever curious to pursue the learning opportunities provided, discovers their own, and constantly learn on the job.

Digitally Smart

Adapt rapidly to new technology when needed, including integrating and accepting new system tools, applications, and methodsemploying technology to optimize organizational and individual performance.