Global Helpdesk Manager

CloudFactory is a global leader in combining people and technology to provide a cloud workforce solution for machine learning and core business data processing. We are scaling up and growing fast, with $78 million in venture capital investment and offices on four continents. We’re looking for talented people to join us on our mission as we earn, learn, and serve our way to becoming leaders worth following

To support the rapid business growth, we are looking to hire a Global Helpdesk Manager to support, manage and lead the Global Helpdesk Team (a critical part of the Global IT Service Delivery Organisation) and ensure that CloudFactory’s end-users, both external clients and internal users receive exceptional customer service and technical assistance.

You must have a proven track record of managing technical and non-technical Helpdesk/Support teams and be able to carry out all activities and deliverables related to the Global Helpdesk’s scope that aligns to the industry standards and ITIL best practices.

You should be able to act as a liaison between different Global IT functions that includes Business Applications, Technical Services and Security Operations, as well as other departments like Product, Engineering, Talent, Finance for all cross-functional activities where the actions and responsibilities span multiple departments. You must ensure all end-user requests or all internal activities related to change, release or deployment defined for the Global Helpdesk’s scope are completed on time without generating adverse impact to the normal operations or creating unnecessary risks.

You will also work strategically with the Global IT Leadership Team to define the future Global Helpdesk roadmap and drive success.

• Manage all aspects of the 24/7 Global Helpdesk
• Lead and develop the team members in Kenya and Nepal, developing their competencies and responsibilities to help continually achieve OKRs and MBOs in line with the Global IT Strategy
• Drive excellence and deliver the desired quality of services expected from high performing Service delivery organisations which meet or ideally exceed stakeholder expectations.
• Provide on-going coaching, training and guidance to the Global Helpdesk Team to increase their ability to handle end-user requests, ensuring reduction of repeat escalations to senior levels.
• Oversee all Global Helpdesk activities and respond to all escalated service desk incidents and requests which includes, but not limited to, the following:- Physical or Cloud based Infrastructure, Network Technologies,Windows, Mac and Linux based physical/remote hardware and software, Video/Chat Conferencing, Business Applications, CF native Platform Services, Endpoint Computing Technologies, Antivirus/Anti-Malware, InfoSec, Security and Compliance.
• Ensure high quality technical and non-technical support and increase the end-user satisfaction.
• Ensure working practices and processes are standardised and repeatable tasks/activities are structured, documented and easily accessible to support the Helpdesk team members to carry out their responsibilities, to achieve the defined Service Delivery Key Performance Indicators (KPIs).
• Act as Stakeholder in the Change Management process providing a holistic view of ‘service’ when changes are implemented and act so as to mitigate service interruption caused by failed changes.
• Ensure that all incidents, service requests are managed effectively in accordance with the Service Level Agreements (SLAs), aligned to ITIL best practices.
• Understand, measure and ensure that the Service Delivery (KPIs) are consistently achieved or exceeded by all levels of the Global Helpdesk Team and continual improvement process is initiated and maintained.
• Ensure incidents levels and associated mean time to recovery are continually improved via effective documentation, education/training of Help desk Service Agents and/or process enhancements.
• Oversee management of on-shift, off-shift and on-call staff schedules to ensure continuity of support and service delivery to the end-users.
• Ensure delivery of timely and quality support and governance of all activities related to request fulfillment, incident, change, release, deployment, problem and service transition management within the defined scope of Global Helpdesk.
• Own the IT Asset Management Process including recommendations to process improvements, whilst also monitoring and auditing the existing process. Ensure that the asset inventory has the right stock levels by partnering with the relevant functions through timely procurement and disposals as defined by the Asset Lifecycle Policy.
• Deliver Helpdesk Service Performance Reporting to the Senior IT Leadership/Executive Team as per the established intervals - weekly, monthly and quarterly.
• Continually performs pattern/trend analysis and intelligent reporting for the Service Delivery data and advises/implements any improvement (CSI) plans to ensure that Quality of Service (QoS) is upheld and maintained.
• Conduct periodic team building exercises, such as lunch and learns and provide reports to demonstrate the value of those to the team and department.

Requirements

• Demonstrable experience of successfully managing Technical Support, Customer Service or Help desk teams.
• Previous experience managing Multinational remote/virtual teams
• Previous experience in an operational or technical IT position.
• Previous process owner experience specifically Request Fulfillment, Incident Management and Asset Management
• Strong customer led ethos, a customer service evangelist.
• ITIL V4 Foundation Certified minimum, ITIL V4 practitioner preferred (ITIL V3 Expert /4 MP highly desirable)
• Any SDI (Service Desk Institute) related qualifications - for example SDI Manager (desirable)
• Good understanding and working knowledge in a broad range of technical areas including, but not limited to, networking, server, and cloud based technologies.
• Flexibility/Adaptability– fast to respond, thinks on feet, track record of adapting, thinking outside the box, open mind to new tools and changing processes.
• Understands and utilises sensible and compliant automation tools where possible to drive productivity.
• Demonstrated interest in industry developments with regard to best practice and alternative approaches related to customer service.
• Strong Leadership, Excellent organisational skills, Strong Analytical and Problem-Solving skills.
• Advanced written and verbal communication skills with proven ability to write intelligent reports and thorough documentation.
• Strong management capabilities, able to lead and motivate a team with a diverse skill range and cultural backgrounds.
• Can work across different IT and non-IT functions and organize resources to achieve set goals\objectives.
• Good team player, ready to back up colleagues when there is a need and to communicate internally as work demands.
• Being able to explain complex issues to all levels of technical ability. Making the complex simple
• Ability to work in a collaborative and matrix structure
• People skills: influencing, listening, coaching.

Benefits

About CloudFactory:

CloudFactory provides a tech-forward, professionally managed workforce solution with all the benefits of a trained internal team. Our teams are agile, scale fast, and process data with high accuracy on virtually any platform specializing in Digitization, Managed Crowd-sourcing, Image Annotation, Image Labeling, Cloud Labor, Machine Learning, Artificial Intelligence, Natural Language Processing, Video Labeling, Video Annotation, Outsourcing, Data Processing, Data Labeling, and Workforce Solutions

CloudFactory is on a mission to change how work gets done. We're using technology to make it super easy and affordable for startups and fast-growing companies to automate and outsource routine back-office data work. As a leader in the Impact Sourcing movement, we aim to connect 1 million people to online work, while raising them up as leaders to address poverty in their own communities. Our workforce is recruited from talent “hot spots” around the globe such as Nepal and Kenya where we can hire the best and brightest in areas where there are thousands of talented people, but limited opportunities for meaningful and sustainable employment.

If you want to join our movement, click on the link below to apply. Don’t settle for a job, pursue a calling at CloudFactory.

Still unsure? Read ‘5 Reasons You Should Work at CloudFactory’.