IT Service Desk Manager

Standort: Chicago, Illinois Gehalt: Negotiable
Bereich: Consultancy Bereich: Festanstellung
Reference #: PR/054487_1554841127

RED is currently seeking a IT Service Desk Manager to be part of the Infrastructure team for a global end client.

Our client has various locations and is looking for someone who can be based out of one of the following locations:

  • Baltimore, MD
  • Ravenswood, WV
  • Muscle Shoals, AL
  • Van Buren/Plymouth, MI
  • Bowling Green, KY

Company Summary:

Our client is a global sector leader in the manufacturing space with 22 manufacturing sites in Europe, North America and China. Globally, they employ approximately 11,000 employees, about 25% is in the US. The company is headquartered in Amsterdam (The Netherlands) with corporate offices in Paris (France), Zurich (Switzerland) and New York (United States). They have increased its value year on year; in 2017 they reported a revenue of $5.5 Billion.

Responsibilities will include:

  • Providing the global service desk services according to the ITIL (IT Information Library) framework in an environment where the major service desk functions are outsourced to an external IT provider
  • Own and drive service desk improvement initiatives which include process improvement, ITSM tools, organizational and governance topics
  • Defining and promoting the infrastructure governance for all client sites
  • Leading and executing infrastructure projects and executing the infrastructure part in application projects
  • Managing Continuous Improvement initiatives (service improvement, cost reduction, process improvement)
  • Managing external providers for the delivery of Infrastructure services
  • Being accountable for measuring and meeting SLAs on infrastructure services
  • Being accountable for central infrastructure spending

Successful applicants will have the following:

10- 15 Years of IT experience in an international operating environment

  • Minimum of 5 years in service management and ideally service desk management
  • Previous experience in building and managing multi-site Service Desks
  • ITIL certified
  • Experience with service desk tools, ideally with Cherwell
  • Ability to operate in a complex global structure
  • Proven success in leading teams
  • Fluent English; German and French is an asset