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Director of End User Services
iHeartMedia
San Antonio, TX, United States
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Job Summary:
iHeartMedia is the No. 1 all-in-one digital audio service with over a billion downloads; it reached its first 20 million registered users faster than any digital service in Internet history and reached 95 million registered users faster than any other radio or digital music service and even faster than Facebook. The company’s operations include radio broadcasting, online, mobile, digital and social media, live concerts and events, syndication, music research services and independent media representation.
The Director of End User services is responsible for the End User Service support program for 15K employees across the world and includes leading global teams, both internal and external. In addition, the role requires implementing tools, managing budget, automating; where appropriate, knowledge management, improving processes, and measuring success. The Director must be able to create and sell the successful strategy/roadmap for the underlying services, and then execute that by leading and influencing in a highly matrixed and leveraged environment.
Job Duties & Responsibilities:
• Manage the planning, architecture, design, documentation and implementation of desktop and service desk service offerings.
• Manage asset tracking and the deployment of all end user equipment.
• Develop, manage, measure and report on key service-level metrics, KPIs, including average response time, first-contact-resolution rate, mean time to repair, call avoidance, demand mix and end-user productivity.
• Deliver end users service projects on time, set high quality standards and operate within budget.
• Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded.
• Provide white glove, anytime service levels to key executives.
• Implement, manage and communicate results of end-user satisfaction surveys, and develop action plans to address areas needing improvement.
• Advance the disciplined use of a knowledge repository to share information among all levels of IT service and support.
• Prepare budgets and team objectives.
• Use service desk best practices, ITIL, and problem management to drive continual process improvement culture.
• Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
• Perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
• Stay abreast of trends in end users support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.
Required Skills & Knowledge:
• Strong technical knowledge of enterprise applications, tools and operating systems, including: SFDC, Custom Apps, Windows, Mac OS, MS Office, MDM tools, ServiceNow, AD and GPOs, conferencing systems, file sync and share tools, etc.
• Strong technical knowledge in providing 24/7 support, including a global remote user base.
• Experience in streamlining Service Desk and Desktop support functions, including asset management, software management, software deployment and patch management.
• Working knowledge of IT and engineering technologies and operations.
• Strong analysis capabilities and skills in structured problem solving.
• Strong program and service delivery skills.
• Deep sense of urgency and ability to identify and achieve quick wins.
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity.
• Great communications and collaboration skills.
Required Experience:
• Customer advocate and relentless passion to solve issues quickly.
• Experience in introducing metrics and data as a basis for operational analysis and decision-making.
• Experience in introducing operational discipline into ad hoc process areas.
• Experience with process and organizational change management.
• Experience in significantly and provable increasing maturity levels for IT and engineering operations processes.
• Experience in working with distributed teams and processes and driving them towards high levels of operational excellence.
Additional Requirements:
• 8-10 years prior experience in End User Services
• Required knowledge of IT service desk tools and best practices
• Bachelor’s Degree – Information Systems or related field