Dexter Technologies Inc. is a leading provider of Staffing and Recruiting Services with over 20 years experience.
We are actively seeking qualified candidates for the following position:
Position: Director, Service Desk Operations
Duration: Short Term Project (backfill)
Location: Remote Work
Our client is seeking an experienced Service Desk Director who will be responsible for the service life cycle functions of Levels 1 - 3, End User Services, and Wireless. The Director will also drive operational efficiencies to maximize the end user experience and ensure service levels are achieved or exceeded.
Manage 25 on-site support staff and 26 off shore
Managing Service Desk and Contact Center which is provided by CapGemini.
Knowledge of ServiceNow for tracking
Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients. Prepares annual budgets & monthly financial forecasts; reviews division's Profit and Loss statements; reviews and approves all contract expenditures; prepares monthly invoices; and otherwise manages the financial affairs of the Service Desk
Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous
improvement and exceeding Service Level Agreement (SLA) performance.
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Service Desk.
Responsible for researching and evaluating new desktop and application technologies
Oversees the installation and maintenance of all Desktops, Laptops and related peripherals
Manages services vendors and service contracts for Service Desk, Wireless, Video Conferencing, and related equipment and software
Bachelor's Degree in Computer Science or Operations Management, Industrial or Electrical Engineering
Mandatory 5 years of experience as a Desktop or Helpdesk Manager and 5 years of experience in desktop support and