Senior IT/IS Help Desk Manager

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10 hours ago

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Google Fiber

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Telecommunications • Internet

Google Fiber is a high-speed internet service provider and a subsidiary of Alphabet Inc. , offering fiber optic communication services to select areas in the United States. As an integral part of Google's suite of products and services, Google Fiber aims to provide fast and reliable internet connections to enhance user experience across digital platforms.

501 - 1000 employees

Founded 2010

📡 Telecommunications

📋 Description

• Develop and execute the long-term strategy for the IT help desk, including implementing new technologies, defining service level agreements (SLAs) for a global user base, and aligning support services with business goals. • Oversee all daily operations of the help desk. This includes advanced ticket management, incident response, problem resolution, and ensuring consistent service quality across multiple locations. • Manage and optimize relationships with multiple IT vendors and service providers. This involves negotiating complex contracts, monitoring vendor performance against SLAs, and ensuring vendor services provide maximum value. • Drive the development and implementation of scalable IT policies, processes, and best practices. This includes optimizing workflows, introducing automation, and ensuring compliance with industry standards like ITIL. • Utilize help desk metrics to analyze performance trends, identify areas for improvement, and report on key performance indicators (KPIs) to senior management.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or related field; or equivalent practical experience. • 7 years of progressive experience in IT support, with at least 4 years in a senior management role within a large enterprise (5,000+ end users). • 5 years of Direct IT Help Desk call center management experience, including experience with shift management, performance metrics, industry standards & trends, workflows and cost optimization. • 5 years of managing and implementing ITIL-based processes (e.g., Incident, Problem, and Change Management). • Comprehensive knowledge of IT infrastructure, including enterprise-level hardware, software, network architecture, device lifecycle management, and cloud services (GCP). • Ability to travel domestically and internationally.

🏖️ Benefits

• Bonuses • Cash award • Benefits