Director, Service Desk

Director, Service Desk

Reference # : 12-00005 Title : Director, Service Desk
Location : Hebron, KY
Position Type : Full Time
Experience Level : 11 Years Start Date : 01/04/2012
Description


Who We Are
Pomeroy is a leading provider of advanced technology services focused on IT Outsourcing, Infrastructure Services, Consulting Solutions, Product Procurement and Logistics, and IT Staffing. Pomeroy's consultative approach delivers information technology solutions through the disciplines of ISO9000, ITIL, HDI and PGMP practices, enabling Fortune 1000 corporations, government entities, and mid-market clients to increase productivity, reduce costs, and improve profitability. We're looking for dedicated, hard-working individuals who will help us achieve our goal of being the best IT provider in America.
 
What Sets Us Apart
Our customers consistently tell us the thing that makes us different is our focus on their needs. Vendor neutrality allows Pomeroy  to provide solutions based on the customer?s needs, not what we have to sell. This vendor neutrality and focus are the hallmarks of our product and services offerings.
 
Our Broad and Deep Expertise
Pomeroy has been able to build its areas of expertise and offerings through continual hiring, training, and strategic acquisitions of companies that bring new skill sets and experience. Through these methods, we?ve been able to add new offerings, strengthen our existing offerings and expand our geographical coverage.

Job Description
? Ensure GSC compliance with established and/or adjusted budgets
? Assure all candidate recruiting for any/all GSC staffing is aggressively executed and
successful working thru HR
? Assure all service continuity activities are properly documented and tested
successfully on an agreed upon periodic basis
? Manage the internal BTD service desk to the same standards, practices and
procedures that are in place for GSD?s external clients
? Represent the GSC with all IT change management activity and assure timely and
effective communications of scheduled IT changes to Pomeroy service owners for all
GSC clients
? Be the principle GSC liaison with all Pomeroy internal LOB?s

Scope of Work
The Director of Support Services will be responsible to assure satisfactory execution of all
support services required to efficiently operate our service desks, dispatch and parts logistics teams. Works with GSC management staff and other Pomeroy lines of business to develop and achieve the GSC?s operational strategy, goals and action plans. The Director is responsible for documenting and maintaining the organizational policies and procedures needed to assure successful execution of all GSC support service processes.


Responsibilities, Duties, Levels of Authority
*  Monitor and manage the Global Service Center (GSC) operational budget including variance analysis, planning and allocations.
* Serve as the primary liaison between the GSC and other corporate lines of business (i.e., Sales, HR, BTD, Finance, etc).
*  Ensure adherence to the change management process and serve as the primary GSC member of the Change Advisory Board. 
*  Manage internal OLA?s and vendor UC?s.
*  Maintain accountability for the GSC Service Continuity Plan.
*  Measure and report on staff satisfaction.
* Provide consultative support on RFP/I/Q?s to PMRY Solution Development assuring that all service desk statements of work are properly scoped and costed and that global service desk approvals are executed as requested.
*  Responsible to represent the interests of the GSC with our physical plant and facilities support line of business.
*  Initiate active recruiting to assure that an adequate candidate pool is always available for GSC staff needs.
*  Ensure compliance with corporate governance standards.
*  Manage the maintenance and integrity of operational data repositories.
*  Manage and audit physical site security.
* 15 years of relevant industry experience.
 
Nice To Have Skills:
* Knowledge of ITIL version 3 framework desired.
* Knowledge of Service Desk practices and processes desired
* Ability to implement relevant organizational systems.
* Experience overseeing and implementing multiple functions and tasks.
* Strong communication and negotiating skills
* Ability to work both independently and in cross functional team environments.
* Reliable and proven leadership skills.
 
Educational Requirements:Bachelor?s Degree in Information technology, Business Administration, Economics, Finance or Accounting preferred.
 
 
An Equal Opportunity Employer W/M/F/D.