Service Desk Operations Manager

Location

Plano, TX, US

This position is for a major defense contractor and is ONLY open to US citizens or permanent residents (i.e green card holder).

Position Overview

Roles at this level will be to provide advisory support across functional area and performs a broad range of complex technical or professional work activities, in a variety of contexts.

Duties/Responsibilities

• Partners with business leaders to deliver services that support company objectives and that are consistent with Winning Together values.

• The delivery of the service and the achievement of the contractual obligations from an operation perspective, forward-planning and resource management

• The Leadership and the Performance Management of direct reports and their personal development

• Monitor and report on team performance and SLA achievement

• Ensure Team Leaders drive efficiency and productivity

• Identify and maximize opportunities to develop the service and reduce costs

• Develop productive relationships with customers where appropriate, ISP’s and management teams,

• Contribute to and drive Continual Service Improvement plans working with the TL’s

• Support projects and new business take on, driving the expansion of the current services

• Ensure Service Quality checks are in place and a “service excellence” ethos promoted

• Contribute to the standardization of processes and procedures

• Responsible for the adoption of CC best practice and service offerings to ensure consistency of service. Contribute to the ISO obligations (where applicable)

• Act in accordance with Computacenter Information Security Policies and report any potential or actual Security events or other Security risks to the organization

• Embrace and support Computacenter’s mission and core values.

  
  

Education & Experience Required

• Legally eligible to work in the United States.

• Experience of working in a challenging commercial environment

• Good working knowledge of relevant functional systems

• Experience of developing best practice policies and procedures for functional area

  
  

Skills & Competencies

• SLA/ KPI/ OPI achievement

• Feedback from manager, peers and customers

• Effectively escalates issues and opportunities

• Employee Engagement results

• Sickness/Attrition Metrics

• People Management experience/Training

• Manage a results orientated operation

  
  

WHY COMPUTACENTER?

Computacenter is a leading independent technology partner, trusted by large corporate and public sector organizations. We help our customers to source, transform and manage their IT infrastructure to deliver digital transformation, enabling users and their business. Computacenter is a public company quoted on the London FTSE 250 (CCC.L) and employs over 15,000 people worldwide. In US we support some of the country’s best-known businesses with regional headquarters in both San Francisco & New York City and an Integration Center in Silicon Valley. www.computacenter.com/us

WE OFFER A GREAT BENEFITS PACKAGE!

There's so much more to enjoy about being at Computacenter than just having a rewarding career. In addition to offering competitive compensation plans and long-term career opportunities, Computacenter provides an attractive mix of benefit plans to contribute to its employees' good health, future financial security and peace of mind.

You must be authorized to work in the United States.

Computacenter United States Inc. is an Equal Opportunity Employer with a strong commitment to supporting and retaining a diverse and talented workforce.

No AGENCIES, please. We are not obligated to pay any fees for any individuals we decide to hire.