Global Service Desk Manager (3789)

At Amyris, we value that everyone’s career journey is unique and authentic to who they are. If this role excites you, we encourage you to apply and grow alongside us! You may be just the right candidate for this or other open roles.
The Global Service Desk Manager is responsible for maturing the North America Service Desk and expanding our services globally for Amyris, Inc. Biotechnology company.  They will professionally and efficiently manage and develop the Service Desk function and associated processes, practices, and procedures by following the ITIL 4 best practices. Develop support methodology globally and coordinate global resources. They will provide thought leadership solving client problems through effective communication and collaboration fostering trusted partnerships with internal and external stakeholders. 

Responsibilities:

• Effectively manage, develop and train the global service desk team, consisting of internal and external resources which provide the critical role of being first point of escalation for end user IT issues, managing end user expectations, collaborating with end users and IT support groups, and resolving end user issues. 
• Ensures the service desk team provides courteous and consistent service, communicates effectively with end users, and takes ownership of the assigned issues and requests. 
• Ensures processes used by the service desk are properly documented and monitored and regularly audited for accuracy and improvements for effective use and compliance. 
• Develop relationships with key counterparts inside of Amyris to understand their experience  
• Analysis and publication of the service desk team’s performance to appropriate parties as well as regular review of those reports with the service desk team and IT management team. 
• Coordinating with stakeholders, including the service desk and other technical teams, that are involved in Service Desk operations. 
• Manage and provide oversight of contractors providing local helpdesk support for remote sites. 
• Develops an effective and workable framework for managing and improving customer IT support within the organization. Advise on situations that may require additional support or escalation within IT or the wider business. 
• Ensure compliance to security policies, standards and guidelines as defined by the Information Security team. 
• Manage the IT purchasing process including creating purchase requests and coding invoices. 
• Ensure that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. 
• Full ownership and accountability for ITIL Incident & Problem management processes, resolution coordination and data reporting on these metrics, including CSI. Address SLA areas of concern; often SLA targets will include multiple shifts; evaluate service requests approaching or exceeding their SLAs and may adjust staff priorities. 
• Work with other IT leaders to determine ways to enhance and improve Jira IT Service Management and associated processes to include reducing time to response and time to resolution and new workflows in Jira IT Service Management. 
• Balance workloads across teams and agents to maximize productivity, minimize costs and ensure SLA compliance. 
• Administration of Corporate Office 365 instance including adding/deleting users and troubleshooting problems. 
• Follows company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance with the job. 
• Performs additional duties as assigned. 
• Lead by example demonstrating integrity, caring and excellence to achieve all win outcomes.  

Basic Qualifications:

• Bachelor of Science in Information Systems, Information Technology, Management, Engineering, Computer Science or equivalent experience. 
• 5 or more years of related technical and managerial experience in an end-to-end service desk and desk side service delivery environment. 

Preferred Qualifications:

• ITIL v4 Foundations Certification.
• Jira ITSM Experience.
• Knowledge and understanding of best practices for service management.
• Familiarity with service desk technologies including IT Service Management. 
• Thorough understanding of setting strategic vision for a service desk department and ability to set long-term direction of the team. 
• Strong communication skills, including the ability to be influential and persuasive with stakeholders. 
• Experience managing vendors including reviewing contracts and managing renewals. 
• Experience managing helpdesk contractors. 
• Key Metric reporting for SLAs and KPIs.
• Prior experience building, mentoring, and developing effective teams.

Amyris is committed