Director – End User Experience Job at SherlockTalent in Miami

Director – End User Experience

Overview

Director in the field of Information Technology to oversee the day to day operations of Field Service, IT Service Desk, End User Computing, Mobility and IT collaboration on a Global level. Responsible for managing and advancing support of end user service requests and computing issues. Implements operational best practices and continuous Service Management improvement. Ensures service levels are met and end-user satisfaction is achieved. Provides technical expertise for both tactical and strategic initiatives. Ensures IT processes are service oriented and business focused. Provides detail and summary reporting for key metrics. Leads, mentor and develops team members.

Responsibilities

• Lead global teams providing IT service desk and technical end user support.
• Monitor for continuous service and process improvement.
• Develop, manage, measure and report on key metrics, KPIs, including user satisfaction, average response time, mean time to repair, incident avoidance, call deflection and end user productivity.
• Deliver End User Experience projects on time with high quality standards; operate within budget.
• Ensure “How To’s” and FAQs are documented and organized in a knowledge repository for user reference
• Coordinate and deliver technical support (Break / Fix) as needed for corporate, business and other remote site events.

Build and manage a world class 24 x 7 Service Desk Team, including :

PC Image Management.

Financial Responsibilities

Qualifications

Knowledge and Skills

Must be able to perform complex tasks and handle multiple priorities, and can perform exceptionally under high stress conditions. Ability to demonstrate a thorough understanding of Active Directory management, Group Policy, Deployment tools, Telecom systems, and Windows Server technology.

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