Service Desk Operations Manager in Barceloneta, PR

Hybrid 3 Days in the Office / 2 Work From Home

Operations manager with experience in managing a help desk team

Monday to Friday Shift - Office Hours 8-5, 9-6

Below are the top 3-5 skills sets we’re looking for;

What are the top 3-5 skills, experience or education required for this position:

• Fluent in English and Spanish (Portuguese is a plus)
• Demonstrate a strong working knowledge of a Service Desk organization, with at least 3-5 years in management experience.
• Strong operational knowledge of ServiceNow specifically with the following modules, Interaction, Incident, Requests, Problem, reporting capabilities and dashboards.
• Proven ability to influence MSP’s and Service teams to ensure optimal support and customer services always maintained.
• Manage the Service Provider to ensure day-to-day Service Desk operations and SLA’s are being met. Collaborate with the Service Provider in developing mitigation plans when SLA’s are not being met.

Thanks for your suport

Candidates must be available to work additional hours or weekends if needed based on business needs.

Qualifications:

• Client experience a plus.
• Candidates with experiences on job description requirements/No specific education required.
• Strong written and presentation skills.
• Ability to present to senior level managers.
• Demonstrate a strong working knowledge of a Service Desk organization, with at least 3-5 years in management experience.
• Understanding of Service Desk metrics and analytical skills to make improvements.
• Ability to work independently without direction for day-to-day activities.
• Demonstrate a strong Knowledge of ITIL best practices and ITIL Certification preferred. Strong problem solving and troubleshooting skills.
• Strong operational knowledge of ServiceNow specifically with the following modules, Interaction, Incident, Requests, Problem, reporting capabilities and dashboards.
• Proven ability to influence MSP’s and Service teams to ensure optimal support and customer services always maintained.
• Ability to perform in a fast paced, multi-task environment.
• Drive solutions to their completion for improving customer support.
• A proven ability to identify and implement process improvements.
• Strong experience with the MS Office Product Suite
• Fluent in English and Spanish.
• Fluent in Portuguese is a plus.

Job Description specific for the LATAM Region:

• Manage the Service Provider to ensure day-to-day Service Desk operations and SLA’s are being met. Collaborate with the Service Provider in developing mitigation plans when SLA’s are not being met.
• Partner with the Service Management Office in the development, integration, direction and improvements of ITSM for the Service Desk.
• Identify new areas of opportunity, such as Shift Left and Self-Help Solutions with potential benefits beyond the current organizational thinking.
• Provide tactical leadership for the LATAM Regional Service Desk. Ensure the Service Desk is following all Client required standard support processes.
• Entry point for all LATAM Service Desk projects and new business support requests. Ensure full awareness and readiness to the Service Desk. Track and report to senior leaders regarding status and any issues.
• Create AdHoc report and dashboards from ServiceNow for our users
• Facilitate and attend LATAM Regional meetings and workshops with our business partners and MSP as required.
• Act as an escalation point to facilitate any incident or request related issues for our LATAM users.
• Responsible for the adherence and compliance for the Incident, Request and Knowledge Management processes used by the Service Desk.

What is a nice to have (but not required) skill, experience, education, or certification?

• Fluent in English and Spanish. Fluent in Portuguese is a plus.

In what type of environment would this individual be working (i.e.: Team; Individual; type of office, etc.) ?

• Teamwork / Office
• Daily Work Schedule Expectations Monday to Friday

Does this position offer the ability to work remotely on a regular basis or is it required to be onsite? YES

• If remote opportunity exists what are the options (i.e., 1 day remote, 4 days on-site)? Hybrid 3 Days in the Office / 2 Work From Home

Rangam Consultants is a minority, women-owned, disability workforce solutions global organization. Specialized in attracting and retaining talents globally for a rewarding career in IT, Engineering, Scientific, Clinical, Healthcare, Administrative, Finance, Business Management, and many more, while integrating veterans and individuals with disabilities into the workforce. Indeed, we connect career aspirants to relevant job opportunities, be it jobs in USA, UK, India, or Ireland. Also remote jobs, work-from-home jobs, or contract jobs in different verticals and industries.
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