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IT DIRECTOR, GLOBAL PRODUCTION SUPPORT - IT SERVICE DESK
SOUTHFIELD, MICHIGAN - WORLD HEADQUARTERS
The IT Director is responsible for providing and managing a Global team and tools that are the IT First Point of Contact for all end-users globally. Providing 24x7 call center, level 1, and level 2 support for various Lear global IT Services. Delivering IT support services while being in the role of the customer advocate, ensuring customer satisfaction is met. Perform continuous improvements to reduce service delays. Position will manage a team of support resources, which will provide phone support, route/dispatch tickets, resolve incidents, fulfill service requests, meet established SLAs. Provide escalation to level 2 and 3 when necessary. Including managing the administration, development, training, and support of the IT Service Management platform.
The Role:
Your work will include, but not be limited to:
Manage Global IT Team to perform Flawless Execution:
Facilitate restoration of IT services
First Point of Contact (FPOC) for all IT Issues and Requests
Provide 24x7 Call center, Dispatch, level 1 and 2 support
Provide detailed information to Level 2 and 3 support for incident/request escalations
Achieve call center, incident and requests performance target goals and defined SLA's
Deliver Major Incident Management services for our P1/P2 interruptions/outages
Problem Management Owner, provide mechanism to preform Root Cause Analysis for critical incidents
Maintain support of Crisis management communication tools
Administer, support, develop and deploy IT Service Management platform
Continuous Improvement:
Run, execute, and measure process improvements
Improve customer satisfaction, gather, and analyze feedback for opportunities
Implement and measure performance triggers and targets
Identify repeatable processes, develop, and deploy standard operating procedures
Identify first call resolution opportunities to shift left to lower cost and improve customer satisfaction
Avoid service delays proactively maintain up to date accurate support contact information, perform quarterly escalation contact audits
Audit our support team queues, service item usage, deleted users, and approval groups
Perform ticket handing audits to assess quality and adherence to procedures
Identify service request trends for catalog opportunities
Identify problems by analyzing incident trends and follow up actions to prevent re-occurrence
Further develop and deploy IT service management tool to provide additional capabilities in knowledge base and change management modules
Cross train production support team to provide scalable support
Participate in Project Implementation to ensure proper transfer to production mode
Risk Reduction:
Ensure compliance requirements are met for all application components and related services
Manage application availability
Manage application security vulnerabilities
Cost Optimization:
Propose cost saving ideas to help lower the IT Support budget
Identify opportunities to shift left higher IT cost services to lower cost and or automation
Manage annual support renewals, invoices, PO, and payments
Staff Management and Development:
Develop Scorecard for myself and maintain scorecards for each employee
Communicating clear expectations to staff
Mentor and coach staff; provide real time feedback
Perform no less than three Talking Points per employee each year
Develop Talent, grow Lear IT employees through internal support teams and co-ops
Your Qualifications:
Bachelor's degree or equivalent experience
ITIL certified
10+ years of proven successful IT Call center/Service Desk work environment experience including supervisory experience leading global teams and managing third-party services providers
High level of IT Service Management knowledge including thorough understanding of ITIL framework (Information Technology Infrastructure Library)
Ability to manage in a high volume, fast paced changing environment
Ability to measure performance through metrics and reporting
Experience successfully handling employee performance and customer issues
Strong professional coaching skills and provide staff with the necessary tools for them to achieve success
Promotes a team environment and a feeling of contribution and collaboration
Strong leadership skills, and the ability to work and interact with departments and multiple levels of management throughout the organization
Skills and expertise to build strong relationships with business customers and work collaboratively to meet the needs of customers
Strong written and oral communication skills including executive level presentation skills
Lear Corporation is an Equal Opportunity Employer, committed to a diverse workplace.
Applicants must submit their resume for consideration using our applicant tracking system. Due to the high volume of applications received, only candidates selected for interviews will be contacted. Candidates must be legally authorized to work in the United... For full info follow application link.
We are an equal opportunity employer with a commitment to diversity. All individuals, are encouraged to apply.
