Service Desk Lead

hace 4 semanas


Bogota, Colombia ConvaTec A tiempo completo

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2022 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC).

At Convatec, we’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. We’re aiming for nothing short of excellence. Join us on our journey to #ForeverCaring as the Head of Integration, and you’ll do the same.

Our search for better is changing the lives of our customers. It’s changing the careers of our people too - creating new challenges and opportunities all the time. We’re a business that never stands still. Join us on our journey to #ForeverCaring as the Service Desk Lead - AMER, and you won’t either

**Job Summary**

**Key Duties and Responsibilities**
- Oversee and supervise the rota of Service Desk Technicians in your assigned region (EMEA, APAC, or AMERICAS) to ensure coverage and efficiency.
- Develop and maintain a comprehensive exit strategy for team members, ensuring a smooth transition of responsibilities when team members leave the organization.
- Establish and supervise a robust backup system to cover team members' annual and sickness leaves, ensuring mínimal disruption to service desk operations.
- Monitor and ensure that the entire global team adheres to Service Level Agreements (SLAs), delivering timely support and meeting performance targets.
- Leverage your experience with the ServiceNow ticketing system to optimize incident management and reporting.
- Coordinate P1 and P2 incidents, including organizing bridge calls for incident escalation and resolution.
- Possess excellent communication skills to interact with a global team, stakeholders, and users, ensuring clarity and effective collaboration.
- Provide comprehensive and detailed handover documentation each day to the next Regional Team Lead, ensuring a smooth transition of responsibilities.
- Utilize your background in a technical role to guide and mentor Service Desk Technicians, aiding them in complex issue resolution and promoting technical growth.
- Collaborate with the Global Service Desk Manager and Service Desk Improvement Lead to identify and develop improved ways of working, contributing to enhanced service quality.
- Create and maintain knowledge articles to ensure the availability of a well-documented and easily accessible repository of information for both technicians and end-users.
- Collaborate with regional and global stakeholders to understand IT support needs and priorities.
- Develop and implement IT service desk policies, procedures, and best practices.
- Monitor and analyse service desk performance metrics, identifying areas for improvement and implementing corrective actions.
- Act as a point of escalation for complex technical issues and customer concerns.
- Coordinate with other IT teams to ensure timely resolution of incidents and service requests.
- Provide coaching and development opportunities for team members to enhance their technical skills and customer service capabilities.
- Ensure compliance with IT security policies and data protection regulations.
- Prepare and present regular reports on service desk performance to senior management.
- Foster a culture of continuous improvement within the team.
- Act as a liaison and spokesperson for ITIL processes to the team, ensuring adherence to ITIL best practices.
- Be part of an on-call rota for weekend support

**About You**

**Qualification & Experience**
- Technical Experience: A minimum of 4 years of experience in technical or similar IT roles, with a strong understanding of IT systems and processes.
- ServiceNow Proficiency: Expertise in the use of the ServiceNow ticketing system and incident management.
- Leadership Skills: Proven leadership abilities with a background in providing guidance and support to a team. supervising teams, providing guidance, and mentorship.
- Global Service Desk Experience: Previous experience in a global Service Desk environment is a plus.
- Bachelor’s degree in Information Technology or a related field (or equivalent experience)
- Proven experience in IT service desk operations
- Strong technical knowledge of IT systems, hardware, and software
- Proficiency in IT service management tools and ticketing systems (e.g., ServiceNow, Jira)
- Familiarity with ITIL or other IT service management frameworks
- Good communication and interpersonal s


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