Manager, Information Technology

As the IT Service Desk Manager you will lead a world class IT Support team and will ensure the team continues to provide outstanding customer & technical service to our employees globally. You are someone who obsesses about the employee experience and wants to build a culture where our IT customers always come first. You understand how a high-functioning Global IT Customer Service organization can positively improve employee satisfaction and organizational success.   

You get to:  

Expected breakdown of duties: 

• Manager the day-to-day operations of the India/APAC IT Service Desk team responsible for end-user IT support within the company 

• Lead daily huddles to ensure the best prioritization 

• Conduct regular 1:1’s, performance reviews, and guides direct reports in establishing goals consistent with global team strategy and the corporate vision 

• Assist the team with career development plans and objectives to achieve them 

• Mentor, coach, and cross-train team members to provide an exceptional customer service experience 

• Ensure strong cross-functional collaboration with other teams and maintain rapport with internal and external teams to facilitate proper resolution of the tasks at hand 

• Develop agile processes to meet/align with the global support model and needs of Lytx and its employees 

• Assist with design and implementation of initiatives to boost employee engagement through digital channels. Leverage feedback mechanisms and analytics to assess and improve the impact of solutions on employee satisfaction and experiences. 

• Support the transformation from reactive to proactive to predictive 

• Implement organizational change plans to facilitate the smooth adoption of technologies across the organization. Deliver training and support to employees to ensure effective utilization of new digital tools and platforms.   

• Lead the end-to-end delivery of timely and efficient resolution of technology-related issues. Manage the adherence of service level agreements (SLAs) to meet the needs of the organization while maintaining high customer satisfaction.   

• Optimize and leverage ongoing reports and dashboards on ticketing trends and team performance 

• Maintain communication channels with global IT support team and management to ensure consistent support integrity across all regions 

• Improve productivity by highlighting deficiencies and recommending changes in tools, training, processes and reporting 

• Collaborate with vendors to ensure the effective delivery of outsourced end-user services. Negotiate contracts, maintain relationships, and ensure vendors meet agreed-upon service levels.  

• Be the Primary POC for Customer escalations and resolution for the APAC/India team/region 

• Perform other duties as assigned 

What you'll need: 

• Minimum 7 years of relevant managerial, technical and functional experience in any of the following fields - IT, client desktops, service desk, service and support operations 

• Experience with industry-standard operational practices such as change management, incident management, problem management, and vendor management 

• Ability to distill complex issues into solvable and applicable tasks 

• Demonstrated leadership skills 

• A passion for pushing boundaries and questioning the status quo 

• Ability to work with technical and non-technical, cross-functional groups 

• Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences 

Bonus points for: 

• Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices with proven execution. 

• Demonstrated understanding of ServiceNow and utilization of its capabilities to automate routine work processes. 

• Relevant experience within a high operational call center, IT help desk, or network operations center (NOC) 

• Knowledge of enterprise tools, including Service Now, Zoom, M365, Salesforce, Okta, Netsuite, etc.   

• Process improvement and performance optimization experience preferred 

• Proven ability to organize multiple priorities and manage projects and team to achieve deliverables that meet or exceed agreements and expectations