DirecciónThe role
We are looking for a Service Desk Manager within our Latin America region. The ideal candidate for this role will have experience in leading a team of Service Desk engineers and will have a desire for continuous learning and a passion for innovation.
You will play a key role in supporting 1,700+ Kin across the globe as part of our Connective Digital Services team.
The ideal Service Desk Manager for Kin + Carta is innovative, passionate about providing great customer service and has strong operational support experience, looks to continually learn, and enjoys sharing expertise.
Strong verbal and written communication are a must, along with a passion for using data to drive our customer experience forward.
Role responsibilities
- Leading, motivating, coaching and mentoring a team of engineers to provide a 5 star customer experience
- Being accountable for KPIs associated to your region, including service reporting on those metrics
- Ensuring incidents and requests are resolved to SLA
- Owning Incident, Change and Problem Management processes within the global team
- Managing team schedules to ensure sufficient Service Desk coverage during working hours
- Identifying and acting on opportunities to improve ways of working and processes
- Acting as a business partner to your region
- Managing regional vendor relationships
- Working with fellow regional leaders to manage a large IT budget
- Supporting region-specific processes such as onboarding and offboarding of new hires to our software and systems, ensuring that they run smoothly and efficiently
- Collaborating with Digital Operations leadership team, helping to establish and prioritise strategic initiatives
- Helping to mature global IT processes, standards and ways of working through continual service improvement
- Ensuring compliance with Information Security policies and procedures
- Ensuring data stewardship of our CMDB
- Onboarding and training new members of the team
- Collaborating with regional finance team to ensure software and hardware spending is approved / in budget
- Leading regional standups / ceremonies
- Managing regional vendor relationships
Minimum qualifications
We want all new hires to succeed in their roles at Kin + Carta. That's why we've outlined the job requirements below. To be considered for this role, it's important that you meet all Minimum Qualifications.
If you do not meet all of the Preferred Qualifications, we still encourage you to apply.
- 2+ years experience leading a Service Desk team
- Demonstrable technical understanding in large macOS and Windows End User Compute ecosystems including associated management systems
- Experience in managing a large portfolio of SaaS tools
- Experience in asset and configuration management
- Evidence of continual service improvement initiatives
- Strong written, oral and interpersonal skills with a demonstrated ability to communicate with internal staff and direct reports
- Have good problem solving skills with the ability to quickly identify trends
- Excellent project management skills and strong ability to prioritize
- Working knowledge with Infosecurity Best Practices such as ISO27001, and / or HITRUST
- Working knowledge with ITIL v4 and COBIT standards
Preferred qualifications
- Experience leading and managing transformational IT projects
- Experience of executing mergers and acquisition projects within the IT environment
- Policy & Procedure Development
- Highly organised and detail-oriented
- Ability to work independently while providing direction and guidance to junior team members
- Demonstrated aptitude for continuous learning and innovative thinking
About Kin + Carta
Kin + Carta is a global digital transformation consultancy committed to working alongside our clients to build a world that works better #ForEveryone.
We build digital solutions that connect people, data and technology for some of the world’s most influential companies. As a , we are committed to , and our triple bottom line focus of people, the planet and profit.
If you need accommodations at any point in the application or interview process, please let us know.
