Senior Director Global IT Service Desk

Avalara Seattle , WA 98113

Posted 2 months ago

Leadership

  • Promote the atmosphere and culture of GSD - getting stuff done!

  • Motivate lead and direct staff towards reaching common company /departmental goals.

  • Focus on continuous improvement and development of staff to ensure technical and customer service excellence.

  • Communicate in a timely manner with customers, staff and peers.

  • Develop, manage, measure and report on key department SLA's and operational KPI's.

  • Act as a change agent to implement and manage quality improvement processes.

  • Manage resources effectively against current and trending ticket volume.

  • Foster relationships with key customers, infrastructure teams and end users becoming a champion of end-user satisfaction.

Service Management

  • Lead incident, change and problem management activities for the 24x7 support organization.

  • Provide support, guidance and continuous improvement solutions related to severity notifications including communication, bridge activities, etc.

  • Leverage Service Desk best practices and process frameworks to drive continual improvement.

  • Develop and implement quality monitoring function include 360 feedback for both agent level as well as training opportunities.

Training/Knowledge Management

  • Revamp and formalize structured new hire training as well as refresher training based on quality monitoring results.

  • Review and make recommendations on knowledge management system/content to ensure service desk agents correct information to resolve issues.

  • Project Management

  • Serve as Service Desk SME collaborating with Project Management and/or Business Relationship Managers' for various projects/new business.

  • Provide status updates on project planning and project timelines.

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Senior Director Global IT Service Desk

Avalara