Manages the desktopdeployment, health checks and business & technology operations' day-to-dayactivities
Reporting to the North AmericanSite Technology Director, this position has overall responsibility for their assignedcenters' IT Operations & Management activities and processes required todeliver high service levels to both internal and external customers, optimizingthe cost and promoting IT Service Excellence.
Take overallresponsibility for Incidents and Service Requests that will affect sitetechnology; Coordinate and engage Site IT resources in support of problemresolution during high-severity technology service interruptions and outages
Manage stakeholdercommitment and communications based on the direction provided by immediatemanager; Liaises with business unit leadership to identify potential areas ofinnovation, optimization and automation
Enforce compliance ofcompany standards in areas of system deployment, technical documentation,hardware and software installation, Corporate Computer Security Policies andother regulatory compliance requirements
Effectively managestraining on new or customized processes and service portfolios
Ensures compliance ofall Scorecard Metrics as it relates to performance reviews; additionally,completes each of their team members performance evaluations as required
Ensures all team membershave clearly defined roles and expectations; hold team members accountable foractions resulting from quality of work
Lead, coach and motivateteam members on a proactive basis
Performs other relatedfunctions as assigned by the immediate manager with a moderate level ofsupervision
Possess strong projectmanagement skills to plan and manage resources as required in order tomeet/exceed Key Performance Indicators
Ability to effectivelycommunicate complex technical issues
Ability to work with othersand personnel at all levels
Ability to create anexcellent team climate to drive performance & standards to meet and exceedthe operational metrics defined.
Ability to work in a 24x7x365shift environment.
Excellent communicationskills that allows for both verbal and written information to be disseminatedto Global Teams and Senior Management
Key Performance Indicators
Maintain local Site's ITuptime to 99.9%
Ensure that all ServiceRequests are within the SLA and Customer Satisfaction Survey is on an AboveAverage rating
Ensure that all ITdocumentations, processes and procedures are regularly maintained, reviewed andupdated
Ensures that the Site ITTeams comply with the Company standards and Information Security
BA/BS Degree with preferencefor a Technical or Business field of study; or 3 - 5 years of equivalent workexperience
Proven experience of workingin a BPO and customer relationship management environment capacity (IT servicemanagement, staff performance management/coaching, and business continuity andplanning).
Some level of proficiencyin one or more of the following IT Operations: Event Management, IncidentManagement, Problem Management, Request Fulfillment, Access and ChangeManagement, Capacity and Availability Management, IT Service Reporting Services
Strong communicationskills (oral and written), interpersonal, customer service, time management,organizational and negotiating skills
Must have at least 2yrsexperience in a leadership/mentorship capacity; contain a high level ofmaturity and skills in dealing with people
Proficiency with MSOffice (Excel, PowerPoint, Word, Visio, etc)
As a condition of employment, TTEC requires employees hired in Canada to successfully pass a background check. TTEC is an Equal Opportunity Employer.