Helpdesk Sr. Director

Date: Oct 10, 2020

Location: Vancouver, BC, CA

Company: NTT DATA Services

Req ID: 100262 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Sr. Director to join our team in Vancouver, British Columbia (CA-BC), Canada (CA).

Duties include, but not limited to:

• Manage the delivery of Service Desk to the BC Health Authorities and collaborate with the Delivery Executive as well as the client leadership team. 
• Collaborate on all active improvement initiatives utilizing Project Management approach
• Assist in leading the team in building and maintaining standard documentation for governing processes and toolsets for an effective Service Desk
• Lead your team to conduct routine compliance audits against published standards
• Evaluate and recommend corrective actions against procedural issues reported
• Support and coach your leadership team as well as other team members 
• Contribute and/or prepare executive leadership reports and presentations to sustain continuous improvement
• Interface and communicate with project team and leadership within highly-matrixed organization
• Collaborate with NTTD Service Desk peers and delivery organization to bring global best practices to the operation 

Qualifications:

• Reside in Metropolitan Vancouver BC
• 5+ years of Project Management, PMO and/or resource management experience
• 10+ years experience in Service Desk operations or related work experience. 
• Should have managed large complex organization of more than 300+ people
• Should be ready to work in a 24/7 Flexible work hours
• Proactive approach to problem solving and resolution
• Excellent communication skills (verbal and written) in English
• Ideal candidate will be detail and process oriented, and possess strong organizational, analytical skills
• Expertise with MS Office suite (Word formatting, PowerPoint animations, Excel macros, pivot tables, charts / graphs) 
• Experience working with various IT infrastructure teams is preferred
• Strong team working skills across geographically dispersed virtual teams. The bulk of the team is in Province. 

Deliverables

• Would be responsible of Overall SLA for all customers in the organization
• People management/ Attrition / Hiring/ motivation/ R&R, etc.
• Responsible in implementing automation in the End User Computing environment
• High level account reviews post liaising with account and project teams
• To ensure productivity and utilization for the team should be high and grows year on year
• Hold outstanding relationships with peers across the organization and help in growth of business

#LI-NAM

#INDICS

For more information contact me; jonathan.jokubaitis@nttdata.com

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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