Service Desk Manager

hace 2 semanas

Xico, México Toshiba Global Commerce Solutions, Inc. A tiempo completo

**About the Role**

Toshiba Global Commerce Solutions, Inc. is seeking a highly skilled Service Desk Manager to lead our retail operations project team. As a key member of our team, you will be responsible for planning, scheduling, monitoring, evaluating, and driving call center and service desk projects to ensure they meet established time, SLAs, SLOs, procedures, cost, and tools of call and incident management.

**Key Responsibilities**

  • Lead a delivery team (internal and external) for multiple complex small or medium service desk and call center projects, or a complex segment of a larger project, requiring a broad scope of domain and discipline knowledge.
  • Develop and manage project plans and resources.
  • Manage task assignments and conduct team meetings.
  • Communicate project status internally and with customers and conduct status meetings.
  • Produce project documentation.
  • Vendor control and negotiation.
  • Monitor and control project and manage day-to-day activities.
  • Identify issues and track to resolution.
  • Manage Change Control.
  • Manage cost/schedule/resource variances.

**Requirements**

  • Bachelor's degree with 4+ years of related experience, or equivalent combination.
  • 4+ years of service desk and project management experience, with 3 years' experience in retail industry, particularly store operations.
  • Ability to work within a project team environment where results will be based on cooperation with and/or influence of others.
  • MS Project experience.
  • Strong written and oral communication skills.
  • Strong sense of urgency and driving issues to closure, with a focus on successful results.
  • Strong experience driving call and incident tools.
  • Strong experience on call and incident management.
  • Strong experience on process and procedures of call and incident management.
  • Strong experience on managing SLAs, SLOs, KPIs, and OKRs.
  • Meets deadlines and produces high-quality work.
  • Ability to multitask and prioritize assignments.
  • Strong relationship-building skills.
  • Experience gathering and documenting functional requirements.
  • Customer-facing experience.
  • Services background.
  • Strong interpersonal skills are critical in this customer-facing role.
  • PMP Certification or demonstrated plan to achieve.
  • Strong vendor negotiation.
  • Fluent English.
  • Focus in customer service.
  • Extensive knowledge of IT best practices.
  • Focus on customer satisfaction.

**What We Offer**

  • Career plan and real growth opportunities.
  • Constant training, tutoring, online corporate courses, eLearning, and more.
  • Pleasant work environment (game room, nap area, amenities, and more).
  • Flexible work hours and dress code.
  • Hired directly by Toshiba and 100% under payroll.
  • Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher).
  • Major and minor medical expenses insurance: Life, major medical expenses with dental and visual coverage (for the employee and direct family members).
  • Savings fund for employees, capped at the limit of the law.
  • Grocery coupons.
  • 12 days of vacation plus 6 floating days.
  • Relocation bonus.

**EEO**

Toshiba Global Commerce Solutions, Inc. is an equal employment employer and is committed to providing employment opportunities.

**DIVERSITY, EQUITY & INCLUSION**

We at Toshiba Global Commerce Solutions, Inc. firmly believe that our people are integral to our customers' success. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement, and Culture of Transparency).

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