Director, Global Service Desk

Description

At The Estée Lauder Companies (ELC), we believe that technology will power the future of beauty. Our diverse brand portfolio is sold in over 150 countries and territories, and we use technology to reinvent and redefine how consumers worldwide explore and express their individual beauty. Infused throughout our organization is a passion for creativity and innovation and a desire to push the boundaries and invent the unexpected. Our Digital Technology Centers are made up of talented individuals who exemplify ELC’s heritage of high performance, innovation, and family values. We’re looking for creators, leaders, and visionaries with the passion and imagination to shape the next generation of beauty products and experiences. We’re hiring technologists at all levels. The Director, Global IT Service Desk Lead will support the Technology Operations team. An experienced professional will continue to drive Service Desk Operations and IT Service Portal design to provide High Touch service to all users of technology within The Estée Lauder Companies. They will have accountability to provide High Touch Service Desk operations globally and consistently. The role will define, monitor, and improve the execution of support processes related to Service Desk end-user support. They will additionally own the operation and improvement of the IT Service Portal and Service Catalog to ensure services offered are made easily available to end users. The role will work across levels and functions to promote awareness of Service Desk operations, performance, and quality. This role is responsible for maintaining/ reviewing supplier performance measurements, reviewing/ optimizing Service Desk operating costs, and identifying/ driving service improvement initiatives. The role manages all levels of the Service Desk team and guides business / IT colleagues on how to receive Service Desk services where needed. The successful candidate will move the organization to the next level of service quality and user experience for IT Service Desk and IT Service Portal with best practice use of technology and energized people aligned with business priorities. This position is responsible for maintaining high-quality Service Desk operations, IT Service Portal function and ease of user experience for both. Including but not limited to strategic direction/ roadmap for service improvements, and managing supplier performance and costs. Managing a supplier-provided operation to deliver to expected standards. Budget Responsibility:

Validates costs against budget for Service Desk services and seeks to optimize costs where possible. Problem-Solving:

Review service feedback to identify and plan improvements for any identified deficiencies in services owned. Leadership:

Provide day-to-day guidance for the Service Desk team globally. Engage and inspire at skip level for supplier partner team to ensure ELC values reach deeply without the supplier team organization. Enable and grow talent within a small, retained team to govern and operate services within the area of responsibility, supporting career progression and a wide knowledge base for all direct reports. Leverage ELC values of diversity and inclusion to build a talented team focused on business priorities. Consistently perform the following activities:

• Management of the Service Desk team

• Oversee managed partner support team to ensure the quality of services provided against established performance measurements

• Oversee escalations/ service complaints impartially with a focus on service improvement

• Approve timely requests for access and equipment to ensure the team can provide expected services

• Management of the Service Desk governance team

• Manage and support the career growth of Service Desk Quality Analyst

• Oversee all reporting and analysis required to validate service quality for Service Desk operations

• Ensure overall quality of Service Desk services meets ELC High Touch expectations

• Management of IT Service Portal / Service Catalog / User Knowledge Management

• Oversee Add / Modify / Remove activities for Services to be included in Service Catalog

• Maintain consistency of design and language throughout the IT Service Portal / Service Catalog

• Ensure reporting and performance measurement for all services operated within the Service Catalog

• Curate user-focused Knowledgebase to ensure information is easily available to leverage the full value of technology available within The Estée Lauder Companies

• Guide and prioritize any service interruptions that prevent the good and timely running of Service Desk operations or IT Service Portal Continual Improvement of Service Desk:

• Analyze data from ServiceNow, HappySignals and any other available source to identify service satisfaction levels

• Identify and implement improvements in processes and tools to address any service deficiencies and increase satisfaction levels

• Improve process efficiencies and maximize value to cost for vendor-provided services

• Support foundational processes and knowledge for the team Continual Improvement of IT Service Portal, Service Catalog and User Knowledge Management:

• Analyze usage information and user feedback to identify design / organizational improvements for IT Service Portal / Service Catalog

• Collaborate with Request Owners to ensure the Service Catalog remains current to business needs

• Review user-facing knowledge/ information to maintain pace with changing technology and business needs Collaboration:

• This position will collaborate with key Tower Leads to ensure an end-to-end focus on resolving issues quickly and with High Touch service

• Will lead efforts to ensure the Service Catalog is easy to navigate, search and understand services that are to be provided to end users.

• Will establish strong relationships with key service owners to ensure the ability to follow service concerns and align resolver teams on expected practices relating to Incident Management Projects & Other Activities:

• Drives/ contribute to needed projects affecting services within the area of accountability

• Represents IT Service Desk / IT Service Portal and provides analysis, recommendations and input on high-priority and strategic enterprise initiatives

Qualifications

Qualifications:

• Business Acumen:

  Knowledgeable in current practices, trends, and information; keeps abreast of industry and market trends; is aware of how strategies and tactics work in delivering value

• Interpersonal Savvy:

  Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; listens; builds constructive and effective relationships; uses diplomacy and tact

• Peer Relationships:

  Can quickly find common ground and solve problems for the good of all; can represent their own interests and yet be fair to other groups; can solve problems with peers; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration

• Organizational Agility:

  Knowledgeable about how organizations function; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures

• Must demonstrate the ability to assume leadership responsibilities for influencing change across a diverse range of stakeholders

• Core Capabilities:

• 8+ years of experience in IT service management with increasing leadership responsibilities. Proven experience in managing support organizations and a deep ITIL background. Partners with People to execute and refine processes and procedures in all regions

• Possess the ability to influence down and across the organization with the ability to interface with senior leaders

• Strong track record of implementing operational improvements to support strategies, able to influence organizational change.

• Proven results in working within a high-performance team and gaining credibility with multiple stakeholders

• Expertise in ITIL, ServiceNow, Continual Service Improvement, Customer Service, MS Excel, PowerPoint, Call Center Practices and Tools