Service Desk Manager

**The company**

Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous learning.

**Our people**

At Toshiba, all team members are empowered to take responsibility and develop innovative solutions to our customers' most challenging problems. To retain and develop top talent, we foster a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration.

**What you will bring to the team**

The service desk manager Leader & Project Manager for the Services Team will plan, schedule, monitor, evaluate and drive call center / service desk project, ensuring they meet established time, SLAs, SLO, Procedures, Cost, Tools of Call & Incident management. The Service Desk & Project Manager develops and manages the project´s change control procedures and effectively utilizes all available methodologies and tools, culminating in client acceptance of results.

**Your typical day as a Toshiba Service Desk Manager will involve**:

- Leads a delivery team (internal and External) for multiple complex small or medium Service Desk & Call Center projects, or a complex segment of a larger project, requiring a broad scope of domain and discipline knowledge. Develops and manages project plan and resources. Manages task assignments and conducts team meetings. Communicates project status internally and with customer and conducts status meetings. Produces project documentation. Vendors control and negotiation. Monitors and controls project and manage day-to-day activities. Identify issues and tracks to resolution. Manages Change Control. Manages cost/schedule/resource variances.
- Frequent Customer Interaction. Interfaces with internal and external teams to ensure alignment of deliverables. Ensures client expectations are met/exceeded.
- People management and mentors juniors on domain and project management concepts & helps direct their tasks. Actively contributes to knowledge-sharing sessions.
- Builds complex project plans independently or with mínimal guidance from senior project managers.
- Interfaces with team leadership and external teams as appropriate to complete tasks

**Naturally To be successful in this role, you must have and know of**
- Bachelor's degree with 4+ years of related experience, or equivalent combination.
- 4+ years of Service Desk & 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 & Incident´s Tools. More than 5 years
- Strong Experience on Call & Incident Management. More than 5 years
- Strong Experience on Process and procedures of Call & Incident Management
- Strong Experience on managing SLAs, SLOs, KPIs & 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

**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 is an equal employment employer and is committed to providing employment opportunities.

**DIVERSITY, EQUITY & INCLUSION**:
We at Toshiba Global Commerce Solutions firmly believe that our people are integral to our customer's 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). We'