Global service desk and workforce support manager
this is a key leadership role within the organization responsible for overseeing the management of it support services in the south america region. The successful candidate will lead a team of professionals to deliver high-quality support to end-users, ensuring seamless operations and excellent customer experience.
job description:
the global service desk and workforce support manager will be responsible for planning and managing work responsibilities for the workforce support & service desk for the south america region. This includes creating, applying, and upholding service management policies and procedures within gws to align with the rest of the organization.
responsibilities:
* plan and manage work responsibilities for the workforce support & service desk for the south america region.
* create, apply, and uphold service management policies and procedures within gws to align with the rest of the organization.
* set strategy for managing responsibly and effectively multiple teams in the region, training strategy, and work with international peers to drive a consistent process.
* help set direction for global team with management of local vendors to ensure the delivery of it services that are cost-effective and of the highest quality.
* fiscal efficiency - support budget planning, track expenses to align with the organization's fiscal goals.
* work with key business lt stakeholders to understand the business requirement and align the it support requirement as per the need.
* manage the team's regular work performance, reviews, performance improvement plans.
* responsible to ensure a seamless onboarding and offboarding experience for employees across the americas region.
* hardware ordering/budget management – improved hardware ordering and procurement alignment for new/refresh and other hardware needs for wbd customers in the americas.
* lead in the development of hardware standards to reduce costs and enhance support.
* escalations – act as the in-time zone escalation leader for lt escalations and rally the teams in the region to resolve escalations/heightened requests.
* ensure that gws comprehends and adheres to all global information content security policies and procedures.
* participate in the t&o intake approval process to review all intake requests to validate and verify everything is accounted for from a support perspective.
* tooling - work closely with our internal app teams like servicenow, zoom, o365 to ensure our teams are best and most efficiently using the tools at our disposal.
qualifications and skills:
the ideal candidate should possess 10+ years of prior experience in a related field (media, entertainment, business development, or streaming services industry experience a plus). Superior analytical and problem-solving skills, including power bi and service now tools.
* superior analytical and problem-solving skills.
* experience developing financial models in excel and facilitating business discussions.
* expert user of microsoft office (excel, powerpoint, word) to prepare all documents, presentations, graphs, briefings, and worksheets.
* a passion for accuracy and translating insights into a compelling narrative; able to maintain a balance between the details and the larger picture.
* excellent written and verbal communication.
* superb relationship building skills.
* work collaboratively w/small teams.
* ability to handle multiple assignments concurrently.
benefits:
this role offers opportunities for professional growth and development, working with a dynamic team to drive innovation and excellence in it support services.
championing inclusion:
warner bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds, and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, regardless of sex, gender identity, ethnicity, union status, age, sexual orientation, religion, or belief, marital status, pregnancy, parenthood, disability, or any other category protected by law.