Ispace Inc.
Service Desk Regional Leader
Nashville, TN, United States · Full-time
Sponsorship not specifiedDetected 561 days ago
AzureProject ManagementSalesforceHRISCustomer SupportLeadershipCommunicationProblem Solving
About the role
- iSpace is a global services company focused on outsourcing, consulting and staffing.
- Over the last decade, we have helped numerous corporations and institutions reach their business objectives and IT goals. iSpace services are centered in three areas - IT Outsourcing, IT Staff Augmentation, and Business Process Outsourcing.
- Our team of seasoned professionals based in the United States and India focus on providing results, driving innovation and affecting outcomes.
Responsibilities
- Service Desk Regional Leader will manage all procedures related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, and coordination of all service delivery functions related to those requests specific to your region.
- Provide a concierge level of support to all end-users in the organization including C-Suite and VIP clients.
- Serve as the lead point of contact for staff and other department leaders regarding service delivery operations acting as an escalation point for service operations and chasing the resolution of incidents.
- Establish and maintain mature working relationships with co-workers and end-users that represent IT in relation to service delivery and service quality.
- Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied
- Ability to manage a team of 10+, including the capacity to train the staff on End User Technology productivity tools and company processes.
Requirements
- Prior experience (7+ years) in IT Service Management and Service Delivery leadership role, managing complex operations in a multinational organization against existing processes and SLA's.
- Experience operating with a high level of autonomy and the ability to meet deadline through others.
- Hands-On experience with Microsoft 365, Window/Mac OS, and other company applications
- Familiarity with Workday, Azure Cloud, Salesforce, and other company platforms
- Knowledge of industry-standard computer hardware, software, including cybersecurity systems
- Knowledge of ServiceNow intake, escalation, and reporting processes
- Knowledge of networks, VPNs, and wireless technologies
- Bachelor's degree in IT, computer science, or a related field and/or experience
- Required Capabilities:
Skills
- Nashville, TN
- Full Time Position
Company info
- Over the last decade, we have helped numerous corporations and institutions reach their business objectives and IT goals.
- iSpace services are centered in three areas - IT Outsourcing, IT Staff Augmentation, and Business Process Outsourcing.
- Our clients have come to rely on our expertise, our commitment to quality, customer service and our innovative approach to problem solving to help create sustainable value for their customers and shareholders.
- Specializing in Healthcare, Entertainment, Automobile and Financial Services, we work with Fortune 1000 companies throughout the United States.
- Our commitment to customer satisfaction is reflected in the fact that over 90% of our client base have remained with us for over 5 years.
- Service Desk Regional Leader
- Ensure that customers are informed of service performance issues and significant issues.
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This listing is sourced directly from Ispace Inc.'s careers page and normalized into a canonical job model.