Job Description :
VDart We are a Global Information Technology Services & Workforce Solutions firm headquartered out of Atlanta, GA with presence in US, Canada, MX, UK, Belgium, Japan & India. Founded in 2007, Our team of over 2550+ professionals continually create impact for our customers worldwide in solving complex technology challenges with cutting edge technologies. We specialize in providing the Fortune 1000 companies, niche hard to find skills in technologies including Social, Mobile, Big Data Analytics, Data Sciences, Cyber Security, IoT, Cloud, Machine Learning, and Artificial Intelligence. With delivery centers in the UK, Mexico, Canada, and India, we provide global workforce solutions to our customers covering EMEA, APAC & Americas. VDart is an award-winning organization recognized by Inc 5000 Hall of Fame; Atlanta Business Chronicle*s Fastest Growing Companies; NMSDC*s National Supplier of the Year; Ernst & Young*s Regional Entrepreneur of the Year and more. Role: Workplace Service Manager Location: Chicago, IL (Initial remote) Type of Hire: 6 months Contract to Hire Technical Requirement: Service Desk: Must have built an operational global service desk from scratch and have built on it the value preposition as service provider Manage and maintain the contractual/SOW related all obligations and sustain the momentum from over all service improvement perspective. Manage service desk agents - rosters/Shift schedules, performance, customer CSAT survey results and ensure there's a consistent improvement and high customer satisfaction results. Deep dive in the weekly/monthly produced calls data, analyse and prepare plans to ensure adverse trends are omitted and do every kind of checks and balances ensuring highest level of customer satisfaction. Get on the bridge calls on high visible incidents, ensure effective stakeholders communications and Service Levels (SLA's) and maintained well within the limits. Hiring and building the talent, arrange for required trainings basis the needs - technical/tools/SD logistics etc., managing attritions well enough ensuring operations are not/least impacted. Ground Field Support and Remote Desktop Support: Manage the GFS teams ensuring highest level of customer experience and CSAT Managing IT Service Catalogue generated IMAC's - Soft as well as Hard, and be able to convert or maximize towards soft IMAC's. Deep dive in the produced reports data, and be able to identify IMAC trends, be able to turn around overall customer experience while at the same time have a business approach too, to implement IMAC related processes upright. Since GFS staff is based on onsite and the role is customer facing - associated competencies must be ascertained while hiring the support staff. Ensure GFS should be able to build upon Service Desk's and RDM staff's technical skills and must be able to turn around the negative experiences if any in front of the customer and in various customer facing forums especially in a multi-vendor scenario. Ensure proper reporting and follow up of key issues are communicated in a structured way with key internal and external stakeholders. Ensure have proper escalation matrices for the vendor management and must be able to build an excellent professional working relationship keeping in view organization's business interests. Service Desk, GFS and RDM - Ensure business trends are identified, structured plans are in place and executed at a specifically required priority, key stakeholders are kept informed all the times, keep leadership strategies in the centre, make use of diplomacy where required, and should be able to articulate a negative message in a positive way. Position Requirements: Candidates must possess excellent communication skills and be able to correspond efficiently and effectively. This includes both verbally as well as in a written skills. Candidates should have at least 14 years of experience in IT operations - Workplace deliverables and 5 years as Workplace Service Leading Support bridge calls, managing a team of at least 30-40 support staff in Ground Field Staff (GFS), Remote Desktop Management (RDM) and Service Desk (SD) A 24x7 support mind set, lead by example for the team/s, time and result oriented person Must have global delivery experience at high quality. Implement existing processes in letter and spirit, evolve processes where required, make legitimate changes where required keeping in view CSAT and business interests. Analytical mind set - working on excel for requisite reports analysis, drawing trends and make plans to improve the overall services, and make a win-win as a service provider. Must be able to articulate well enough in a customer facing and multi-vendor environment and represent the organization in various forums - Monthly Service Review (MSR), Quarterly Business Reviews (QBR's) Looks for capturing upsells/more business opportunities on the way while managing a set of customers in order to generate more revenue. Key Skills: Workplace Services, Service Desk, Remote Desktop Management, Delivery Management Referral Program: Ask our recruiting team about how you can be a part of our referral program. If you refer a candidate with this background and if the candidate accepts the role our team pays a generous referral. We are keen on networking and establishing a long-term, mutually beneficial partnership with you. We are Equal Employment Opportunity Employer. VDart Inc Alpharetta, GA Follow us on Twitter for the hottest positions: @VDart_Jobs Follow us on Twitter: @vdartinc