About Diversified: Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back. What to Expect: At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you. As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion. IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED. Job Summary: A dedicated service desk manager to be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. Perform technical tasks, such as troubleshooting technical issues, and may perform administrative task, such as managing team performance and checking the quality of inventory, include managing projects, fixing reliability issues, tracking service metrics, managing budgets and leading the service desk team. Job Responsibilities: • Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service • Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary • Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery. • Developing a deep understanding of projects to gain insights into the scope of service delivery. • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization • Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades. • Providing accurate and regular reports to the management on performance of the service delivery • Leading personnel management, including staff recruitment, performance assessment, training, and mentoring. • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments. Education/Certifications: + Any Bachelor’s Degree12 + years of experience in Service Delivery with people management, technical, administrative, or logistic concentration. Required/Desired Knowledge, Experience and Skills: + Proficiency in leading both physical and virtual teams + Experience in dealing with third party-provided services + Operational ability in a diverse, large-scale environment + Exceptional customer-facing skills + In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery + Fundamentals of ITIL (Information Technology Infrastructure Library) principles + Expertise in people management and leadership + Strong organizational skills + Capacity to train and guide junior team members + Ability to manage and prioritize tasks efficiently + Solid resource planning and problem-solving skills + Readiness to demonstrate a proactive attitude + Excellent verbal and written communication skills What We Offer: Along with competitive compensation, you will be eligible for the following benefits: + Multiple medical plan for self and family + Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP) + Paid Time Off and Paid Holidays + Commuter & Shift Benefits (US / APAC shifts) To learn more about becoming part of the Diversified team, visit us at https://onediversified.com/careers/careers-at-diversified or email us at careers@onediversified.com (file:///C:/Users/jacinta.Allerston/AppData/Local/Microsoft/Windows/INetCache/Content.Outlook/WUIIXURC/careers@onediversified.com) . Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law. We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered. Job Details Job Family Customer and Product Support Job Function Service Desk Delivery Pay Type Salary