Your Responsibilities
- Oversee the Workplace Center of Excellence department by working in a follow the sun model, fostering a collaboration culture and covering users' needs.
- Oversee daily service delivery, ensuring adherence to SLAs and KPIs.
- Lead incident and problem management efforts, resolving IT issues promptly.
- Drive continuous service improvement, identifying and implementing process enhancements.
- Manage relationships with external IT vendors and service providers.
- Ensure IT services comply with security standards and regulatory requirements.
- Maintain documentation and provide regular reports on service performance.
- Oversee change management processes to minimize disruptions.
- Promotes a culture of personal and team safety, including others who may be affected by the company’s operational
- activities
- Coordinate IT Partners or support team to ensure timely response and issue resolution
- Collaborate with IT Partners and peers to drive resolution of complex technical problems
- Manage and prioritize service requests, incidents, and problem resolution to meet service level agreements (SLAs)
- Continuously improve service delivery processes to enhance user satisfaction
- Focusing on user needs and feedback to improve the overall workplace experience
- Overseeing the lifecycle of hardware and software, including procurement, deployment, and maintenance
- Ensuring seamless integration, i.e. Microsoft technologies (like Office 365, SharePoint, Exchange, and Azure) to create a cohesive and efficient workplace environment.
- Monitoring and reporting; Tracking service performance against agreed-upon SLAs and generating regular reports for stakeholders.
- Maintain an accurate and up-to-date service catalogue
Requirements
- Solid background managing End User Services included but not limited to Access control (Microsoft Active Directory/Entra ID) Software deployment, collaboration tools (Microsoft suit +), mobile services, printing services, end users support, VIP support.
- Proficiency in ITIL processes, including incident, problem, and change management.
- Expertise in cloud-native development practices and DevOps, including continuous integration/continuous deployment (CI/CD) pipelines.
- Strong focus on customer service and effective problem-solving skills.
- Ability to work collaboratively in a global, multicultural environment, engaging with colleagues across regions.
- Strong capabilities in managing application lifecycles, including updates, patches, and decommissioning.
- Proven experience in driving continuous service improvements and process optimization.
- Hands-on experience with software and hardware installation, configuration, and troubleshooting
Salary
Competitive
Monthly based
Location
, Scott County, Minnesota, United States, Minnesota, United States
Job Overview
Location
, Scott County, Minnesota, United States, Minnesota, United States
