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Director, End User Experience
Houghton Mifflin Harcourt
Boston, MA, United States
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About the job:
Houghton Mifflin Harcourt Learning Technology is looking for a Director of End User Experience to help us create a word class service desk - the front lines of support and face of our company. Your goal is ultimately to make each and every one of our customers love the service they receive by calling our service. It’s a challenging position in a fast-paced environment. You would be managing the End User Experience team from our Boston, MA office. The individual we are looking for will enjoy the challenge of working on multiple projects on a fast-paced schedule, working with senior staff, and providing field oversight on a variety of projects. This position reports directly to the VP of Infrastructure.
Duties include:
• Build and manage a world class 24 x 7 Service Desk Team
• Implement, report on and manage key performance indicators (KPIs) for the Service Desk Team
• Manage the Client Access Portal for customers to log in and view their service requests
• Oversee 100% of all requests, incidents and problems.
• Act as escalation point for all requests and incidents.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach and mentor Service Desk team including career development.
• Build and obtains training material for ongoing support staff training
• Provide data and reporting of KPI’s and trends in ad-hoc, weekly, monthly and as needed.
• Develops service and business level agreements to set expectations and measure performance
• Advise management on situations that require additional client support or escalation.
• Manage process for communicating outages and emergency activities to the organization.
• Manage vendor relationships as it depends on daily operational needs.
Requirements, Skills & Experience:
This person is a self-motivated individual with excellent team management and organizational skills who possesses:
• Bachelor’s degree in Computer Science, Information Technology or relevant field
• 5+ years’ experience of hands-on management of a Service/Help Desk or Technical Support environment, and an additional 3 years working in a customer support role.
• 3+ years ticketing system management, reporting and analysis (ServiceNow preferred)
• Must be able to perform complex tasks and handle multiple priorities, and can perform exceptionally under high stress conditions
• Ability to demonstrate a thorough understanding of Active Directory management, Group Policy, Deployment tools, Telecom systems, and Windows Server technology.
• Should be willing and able to work outside of business hours, as necessary
Physical Requirements:
• Might be in a stationary position for a considerable time (sitting and/or standing)
• The person in this position needs to move about inside office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Must be able to collaborate with colleagues via face to face, conference calls, and online meetings
ABOUT US:
Houghton Mifflin Harcourt Learning Technology (NASDAQ:HMHC) is a global learning company dedicated to changing people’s lives by fostering passionate, curious learners. As a leading provider of pre-K–12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
PLEASE NOTE:
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.