Director of Service Desk Operations and Client Care, Americas

Description

About Alvarez & Marsal

Alvarez & Marsal (A&M) is a global consulting firm with over 10,000 entrepreneurial, action and results-oriented professionals in over 40 countries. We take a hands-on approach to solving our clients' problems and assisting them in reaching their potential. Our culture celebrates independent thinkers and doers who positively impact our clients and shape our industry. The collaborative environment and engaging work-guided by A&M's core values of Integrity, Quality, Objectivity, Fun, Personal Reward, and Inclusive Diversity-are why our people love working at A&M.

The Director of Service Desk Operations and Client Care, Americas ensures end-user satisfaction throughout the organization by managing operational and technical processes and support the computing needs of the organization.

She or he is responsible for the management of a global team of IT professional in the America's region to ensure the operational integrity, stability and efficiency of the technologies and services provided are maintained at the highest levels. They will work in partnership with their counterpart in the East (EMEA & Asia).

Responsibilities :

• Provide leadership including managing goals and expectations, personnel actions, recruiting, and performance management to enable a highly motivated team.
• Augment and enhance the service management strategy and map it to measurable business value.
• Develop strong relationships with our business colleagues to understand the business needs of our clients while building processes to deliver those needs.
• Identify emerging technologies that are applicable and provide technical expertise regarding integration of new and existing technologies.
• Support and continue to develop our internal ITSM tools - ServiceNow and various other complimentary ITSM applications.
• Ensure the development of operational procedures, training guides and documentation is consistent and relevant.
• Interface with internal, customer and third-party teams for configuration, integration and deployment activities and projects.
• Manages company communications for production outages planned or otherwise as well as upcoming projects and status updates.
• Managing Service Level's across multiple vendors and internal teams.
• Manage issues with internal and external systems. Provide feedback to other IT departments for improvements.
• Work with department members and interface with resources from other internal corporate groups.
• Promote infrastructure best practices ensuring change control is adhered to and transfer technical knowledge to department members.
• Interact with operations and peer groups for problem coordination, escalation, resolution, and reporting.
• Develop detailed project plans and track progress against those plans.

Qualifications

Your journey at A&M

We recognize that our people are the driving force behind our success, which is why we prioritize an employee experience that fosters each person's unique professional and personal development. Our robust performance development process promotes continuous learning, rewards your contributions, and fosters a culture of meritocracy. With top-notch training and on-the-job learning opportunities, you can acquire new skills and advance your career.

We prioritize your well-being, providing benefits and resources to support you on your personal journey. Our people consistently highlight the growth opportunities, our unique, entrepreneurial culture, and the fun we have together as their favorite aspects of working at A&M. The possibilities are endless for high-performing and passionate professionals.

Regular employees working 30 or more hours per week are also entitled to participate in Alvarez & Marsal Holdings' fringe benefits consisting of healthcare plans, flexible spending and savings accounts, life, AD&D, and disability coverages at rates determined periodically as well as a 401(k) retirement savings plan. Provided the eligibility requirements are met, employees will also receive an annual discretionary contribution to their 401(k) retirement savings plan from Alvarez & Marsal. Additionally, employees are eligible for paid time off including vacation, personal days, seventy-two (72) hours of sick time (prorated for part time employees), ten federal holidays, one floating holiday, and parental leave. The amount of vacation and personal days available varies based on tenure and role type. Click here for more information regarding A&M's benefits programs.

The salary range $160,000 - $170,000 annually, dependent on several variables including but not limited to education, experience, skills, and geography. In addition, A&M offers a discretionary bonus program which is based on a number of factors, including individual and firm performance. Please ask your recruiter for details.

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