Desktop Support Services

Responsibilities

Service Management

• Maintain high performing service support team of onsite EUC Support.

• Owner of all IAI Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

• As owner of the escalation process the Site Service Leader will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to

stakeholders and post incident review

• Monitor, control and support service delivery and projects; ensuring systems, methodologies and procedures are in place and followed. Ensure alignment with IAI service Tower methodologies.

• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes Technical

• Lead the Onsite Desktop Management team to continually improve the End user computing environment within given geography.

• Manage the Onsite desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security

• Ensure that patching and anti-virus updates are carried out promptly and effectively

• Work with the Technical Design team, Central Services team evolve standards for hardware, software and security in the desktop environment

• Ensure alignment with regional EUC coordinators, alerting them to and engaging them on issues, concerns and opportunities relating to incumbent 3rd party EUC service providers.Performance & Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

• Work with internal BTO and IAI service tower teams to ensure actions are taken and completed to protect and improve services

• Provide regular and accurate management reporting on IAI Service performance

• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment in alignment with incumbent 3rd party processes.

• Be an ambassador for IAI, working across the business to provide effective communication on IAI matters and build relationships with other teams to ensure effective dialogue between departments

Qualities and Skills required Essential

• Always Demonstrate Abbvie Behaviors

• Local language and English capability preferred

• A passion for Service Improvement

• Experienced Service Management professional

• Experience of managing 3rd parties and 3rd party delivered services

• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

• Expert knowledge of ITIL disciplines

• Excellent leadership and people management skills including EDI principles

• Excellent written and verbal communication skills, ability to support and mentor junior staff

• Excellent customer facing/customer service skills

• Able to work under pressure and meet deadlines

• Able to demonstrate a high degree of flexibility including shift and out of hours working

• Excellent organizational skills

• Able to manage sensitive and sometimes confidential information

• Self-motivation and able to take responsibility

• Able to manage and prioritize and tasks and time efficiently

• Able to demonstrate initiative and a proactive approach to daily tasks