POSITION SUMMARY: (Summary description of the primary duties and objectives)
This position is responsible for the deployment, maintenance, and support of the BISSELL’s Asian information technology environment. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end-user service and enhancement requests, including the monitoring, tracking, and coordination of Service Desk and Business Analyst functions.
As a member of the Information Technology Services (ITS) team, this position will also assist the Director of Global ITS Operations and other senior ITS staff members in setting the policies and strategic direction of Information Technology for BISSELL.
With the rapidly increasing growth of BISSELL in International and Asia, this position is critical for the support of the business and to help establish a relationship between the business and IT.
POSITION PROFILE (Major duties, accountabilities, and responsibilities)
Manage and develop a team of professional technical staff including contractors responsible for the Asia BISSELL information technology environment, including local area network solutions and equipment, workstations (desktops, laptops, and associated peripherals), printers, monitors, *** and Collaboration equipment and services, company-wide digital signage, devices and associated service(s), and PC-based software. Primary duties and responsibilities include:
1. Define, implement, and manage the metrics that measure the IT Service Desk functions and ensure compliance to established SLA’s. Identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
2. Leverage BISSELL‘s global technology standards, while accounting for the required localizations needed to meet business objectives and/or comply with legal and statutory requirements.
3. Install BISSELL’s IT policies and procedures in the region and ensure they are followed by the regional Associates; provide education on BISSELL key technology systems to improve overall technology utilization.
4. Participate in the ITS Global Operations Leadership team to ensure our ASIA IT requirements are understood and supported at the corporate level.
5. Coordinate and oversee end user hardware and desktop software support at all Asia locations; support local area network and coordinate with IT Global Operations on required configurations to provide connectivity for regional locations
6. Coordinate and lead the processing and resolution of critical incidents, particularly those handled by the internal BISSELL staff.
7. Ensure the Service Desk is performing optimally and is following best practices to achieve high results; design and enforce request handling and escalation policies and procedures; maintain adequate coverage hour for service desk operations.
8. Provide relationship management and oversight of the outsourced ITS Service Desk function and drive results through the management and enforcement of performance metrics and SLA’s.
9. Develop, document, maintain and continuously improve of all processes and procedures for procuring, maintaining, and supporting the global BISSELL end-user environment; manage vendor relationships.
10. Identify end-user training opportunities and collaborate with others in the development, and implementation of end-user training programs; ensure service desk staff is adequately trained in current technologies and keenly aware of emergent technologies.
11. Coordinate and oversee the support of the business in Asia with acquiring enhancements and project needs based on the priorities of the Asia business leadership and inform the Associate Director International. Assist in translating them into technical requirements.
12. Help monitor and drive the delivery of global information technology solutions, changes and projects in accordance with approved plans and budgets; participate in identifying staffing requirements to meet program and project objectives;
13. Help install BISSELL’s IT policies and procedures in the region and ensure they are followed by the regional Associates; provide education on BISSELL key technology systems to improve overall technology utilization.
May be required to perform other duties as assigned.
REQUIRED CORE COMPETENCIES for MANAGER JOB FAMILY:
61 Team leader/coach/ability to motivate 61 Change leadership/management
61 Strong Communicator
61 Global strategic thinking and implementation 61 Oral and written communication with impact
61 Professional expertise 61 Interpersonal/collaborative skills
61 Manage/contribute to multiple dynamic priorities 61 Continuous improvement
REQUIRED EXPERIENCE/EDUCATION: (i.e. degree, years of experience, etc.)
61 Degree minimum: B.A. or B.S.
61 Specific concentration: computer science or related field
61 Experience level: 5 plus years in service desk and BA operations, with demonstrated experience with end-user computing devices and associated applications. Multilingual (Chinese and English)
PREFERRED EXPERIENCE/EDUCATION: (i.e. MBA, certifications, etc.)
61 Experience working in multi-national company structure
61 ITIL
61 Service Now, Fresh Service experience is preferred
61 Working knowledge of Active Directory, local area networks, and endpoint security configurations
SPECIALIZED TRAINING OR SKILLS REQUIRED:
1. Strong customer service orientation, process and organizational skills.
2. Proven success in fast-paced and dynamic environments.
3. Excellent communicator who is adept at explaining technology concepts to a broad range of technical and non-technical persons.
4. Skilled in handling personal and sensitive information.