Req ID: 335074
NTT DATA 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 IT Service Desk Manager to join our team in Lemont, Illinois (US-IL), United States (US).
Job Summary:
The Service Desk Supervisor/Manager will be required to use ITIL as the foundation to drive consistent and reliable Service Desk activities, improving end-user satisfaction and productivity and increasing IT staff productivity. The Service Desk Supervisor shall establish an efficient operation to satisfy a balanced, holistic approach with skilled personnel, integrated, and applying best practices.Manage project deliverables and support services according to defined SLAs that are met for every measuring period utilizing SLA trend analysis. Overseeing and supervising the work schedule and distribution of service desk employees, including onboarding, skills assessments, and trainingLeads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals. • Ensures client service levels and performance metrics are met by teamEnsure contractual deliverables and performance SLAs are met.Identify and manage all dependencies, risks, and issues during the project life cycle.Directs team to follow and comply with pre-established service desk policies, knowledge base articles, practices and procedures.Conducts career development, planning and performance of team.Takes ownership of support issues, engaging other internal / external expertise as required.Resolves client escalations where appropriate. Ensure smooth and cordial relationships with the team and the client.Ensure the highest level of customer satisfaction.Manage key stakeholder relationships with transparency and integrity.Working with site Supervisors to manage staffing, timelines for projects, and be accountable for delivering against established company and client commitments.Provide program reporting for management and stakeholders for the project activities.Ability to understand, apply, and improve/update procedures continually using ITIL principles.Work is managed and tracked through ServiceNow and measured through Service Levels.Ability to communicate complex technical information to all stakeholders, including those who do not have a technical background.Able to perform analytical and technical tasks on PC systems, IT infrastructure and network environment.Good client service skills.Ability to successfully lead and coach a team to deliver key business results.Good project management skills.
Basic Qualifications:
Minimum 5 years of experience in the field of Information Technology to include:
Service Desk Support: Tier I/II
System administration
Contact and incident resolution for hardware, software, and applications.
Minimum 3 years of experience to include: Automated Call Distribution (ACD) or equivalent Project and Program ManagementProject / Service Delivery management of multi million, multi project programs, Relationship and Team management, Knowledge Management oversight.Ability to obtain a Public TrustAssociate's degree or equivalent combination of education and work experience
Preferred Qualifications:
Possess excellent written and verbal communication skills and an ability to brief senior level customer officials.Proven reporting experience and capabilities in ServiceNow or similar ITSM ticketing systemITIL v3 or higherIT Certifications: HDI Support Center Analyst, Service Desk, MCITP, MCSA, MCA, RedHat, Linux or equivalentKnowledge and use scripting language (BASH, PowerShell, etc).Experience with Microsoft Active Directory, Exchange, System Center Configuration Supervisor (SCCM) from an administrative perspective Customer Service Management and/or HDI skills.#LI-NorthAmerica
About NTT DATA
NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com
Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.
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