Job Description

The IT Director is responsible for providing and managing a Global team and tools that are the IT First Point of Contact for all end-users globally. Providing 24x7 call center, level 1, and level 2 support for various Lear global IT Services. Delivering IT support services while being in the role of the customer advocate, ensuring customer satisfaction is met. Perform continuous improvements to reduce service delays. Position will manage a team of support resources, which will provide phone support, route/dispatch tickets, resolve incidents, fulfill service requests, meet established SLAs. Provide escalation to level 2 and 3 when necessary. Including managing the administration, development, training, and support of the IT Service Management platform. The Role: Your work will include, but not be limited to: Manage Global IT Team to perform Flawless Execution: - Facilitate restoration of IT services - First Point of Contact (FPOC) for all IT Issues and Requests - Provide 24x7 Call center, Dispatch, level 1 and 2 support - Provide detailed information to Level 2 and 3 support for incident/request escalations - Achieve call center, incident and requests performance target goals and defined SLA's - Deliver Major Incident Management services for our P1/P2 interruptions/outages - Problem Management Owner, provide mechanism to preform Root Cause Analysis for critical incidents - Maintain support of Crisis management communication tools - Administer, support, develop and deploy IT Service Management platform Continuous Improvement: - Run, execute, and measure process improvements - Improve customer satisfaction, gather, and analyze feedback for opportunities - Implement and measure performance triggers and targets - Identify repeatable processes, develop, and deploy standard operating procedures - Identify first call resolution opportunities to shift left to lower cost and improve customer satisfaction - Avoid service delays proactively maintain up to date accurate support contact information, perform quarterly escalation contact audits - Audit our support team queues, service item usage, deleted users, and approval groups - Perform ticket handing audits to assess quality and adherence to procedures - Identify service request trends for catalog opportunities - Identify problems by analyzing incident trends and follow up actions to prevent re-occurrence - Further develop and deploy IT service management tool to provide additional capabilities in knowledge base and change management modules - Cross train production support team to provide scalable support - Participate in Project Implementation to ensure proper transfer to production mode Risk Reduction: - Ensure compliance requirements are met for all application components and related services - Manage application availability - Manage application security vulnerabilities Cost Optimization
Employment Type: Full-Time
Salary: $ 90,000.00 Per Year

Job Tags

Full time, Shift work,

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