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Deskside Manager

Company: HCL America Inc.
Location: Cary
Posted on: May 18, 2019

Job Description:

Hi HCL is hiring deskside manager at Cary, NC. If you are interested then please apply here. Required Skills and Qualifications Leadership of multi-disciplined end-user support teams - including recruitment, development, appraisals, etc. Should be Familiar with Servicedesk and Field Service Operations Strategically minded with a finger on the pulse of all things innovative in the world of end-user computingservice delivery (cloud-services, automation, self-service, agile working, etc.) ITIL certified - adept at maturing and developing IT Service Management processes Demonstrable experience in a Senior Operations leadership role for a large corporate or professional services firm Strong stakeholder management experience, up to exec-level IT VendorSupplier Management Proficient MI report writing and presentations skills Performance management evaluation Reward and recognition Agent Mentoring and skills identification Primary Responsibilities Responsible for the delivery of ITS OEP Service DeskFSE function, policies, and procedures Provides process and management support, advice and direction to FSE Cluster Leads, Administrator and Field Service Engineers Develops and administers Field Service staffing resource allocation and scheduling Performs necessary and appropriate Field Service management and administration services, including but not limited to interviews, on-boarding, performance evaluation, career development, and disciplinary actions Ensures that Field Service Activity metrics and supporting KPI and CSF metrics are produced and delivered Responsible for the overall ownership, monitoring, tracking and quality assurance for all Incidents and Service Requests Acts as local point of contact for ITS OEP customer and end user management communication and escalation of issues Acts as local point a contact for ITS OEP Technical Support Management for the escalation of support issues and concerns

Keywords: HCL America Inc., Cary , Deskside Manager, Executive , Cary, North Carolina

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