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Director, Service Desk

Job in New York City - Richmond County - NY New York - USA , 10007
Company: Vitech Systems Group Inc
Contract position
Listed on 2021-03-14
Job specializations:
  • IT/Tech
    IT Support, IT Project Manager
  • Customer Service/Help Desk
Job Description & How to Apply Below
Title: Director, Global Service Desk

Location: New York, NY

About Vitech

Vitech is a global provider of cloud-based benefit and investment administration software. We help our clients expand their offerings and capabilities, streamline their operations, gain analytical insights, and transform their engagement models. Vitech employs over 1,200 professionals serving over 100 of the world's most successful insurance, retirement and investment organizations. An innovator and visionary, Vitech has been recognized by Gartner as a Magic Quadrant "Leader" for four years running and by Celent as a three time XCelent award winner.

Our global headquarters are in New York City and we employ over 1,200 professionals across the world in cities including Toronto, Chicago, Los Angeles, San Francisco, Oklahoma City, Washington D.C., Atlanta, Dublin, Paris, London, and Zurich.

About V3locity

V3locity is Vitech's cloud-based administration, engagement, and analytics platform. It is a transformative suite of complementary applications that offer full life cycle business functionality and robust enterprise capabilities. It marries core administration with a revolutionary digital experience. Its modular design enables flexible, agile deployment strategies.

V3locity employs an advanced, cloud-native architecture that leverages the unique capabilities of AWS to deliver a solution with unparalleled security, scalability, and resiliency.

Visit us on the web at:(Please contact us using the "Apply for this Job Posting" box below)

Job Description

You will be working in the Vitech's fast growing service desk practice to better meet the needs of our internal and external customers in a global operating environment. As the Director of Vitech's Global Service Desk, you will be supervising the Service Desk and associated resources supporting our internal IT operations, managed services, and SaaS solutions. You will have the opportunity to work closely at the center of the organization representing the service delivery and support of our Corporate IT and Managed Services operations teams. This is an exciting opportunity that provides the selected candidate with the responsibility of enhancing our existing service desk practice to provide global support for our Corporate IT and ever-growing SaaS/Managed Services practice.


* Manage all Service Desk operational and daily activities of IT and Managed Services/SaaS Service Desk resources to ensure employees receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements.
* Oversee 100% of the requests, incidents, and problems. Manage and coordinate urgent and complicated support issues requiring multiple team members to resolve. Act as escalation point for all requests and incidents.
* Develop ticket escalation processes to ensure free flowing escalation and information within the organization.
* Coordinate with senior technical staff on root cause of issues and communicate appropriately to internal and external customers.
* Continuously monitor Service Levels to set expectations and measure performance. Develop an effective and workable framework for managing and improving customer IT support in the organization.
* Manage ticket processes for outage/emergency activities to the organization.
* Oversee daily volume of tickets and help prioritize tickets across all IT sub teams to ensure timely resolution of issues with highest impact.
* Responsible for developing and documenting repetitive processes and procedures to enhance SLA achievement.
* Participate in IT senior management meetings on a regular basis to identify resource-requirements across the IT department and to ensure optimal productivity levels are achieved by all technical resources each week.
* Proactively manage formatting outbound communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
* Regularly communicate with IT senior managers when service performance levels are not met.
* Serve as key point of contact for all matters related to the Service Desk, including implementation of Service Desk strategy and initiatives, Service Desk reporting, Service Desk productivity, and Service Desk hours of coverage.
* Supervise service desk analysts, assigning duties and project tasks.
* Operational Management of 24x7 Onshore and Offshore ServiceDesk teams
* Monitor, report, and analyze team performance to drive improvement in KPIs
* Identify training gaps and assist in building educational opportunities to correct gaps
* Budget Management and Recruiting


* BS degree in related field or equivalent experience.
* Minimum of 5-7 years of operations experience in combination with five or more years of managing technical personnel required.
* 5-7 years of experience managing service desks for SaaS and/or managed services in addition to traditional corporate IT.
* Decision-making and leadership skills.
* Understanding of AWS and/or AWS Cloud Practitioner Certification
* Excellent communication skills.
* Excellent organizational skills.
* ITIL-Foundation certification.

You Deeply Identify With Core Vitech Values

* Efficient & Speedy - you get work done in a fraction of the time as industry peers.
* Intellectually Curious - you are thoughtful & inquisitive; people enjoy working with you because they learn from you.
* Mission-Driven & Committed - you are passionate about the company's purpose and are immensely productive.
* Team Oriented - you celebrate and take joy in the success of others on the team.

Vitech is an equal opportunity Employer (EOE), Minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity and any other protected status under federal, state, or local law. Vitech strongly supports diversity in the workplace.
Position Requirements
Less than 1 Year work experience
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