Director of Support Services
Location: Atlanta, Georgia US
Notice
Job Number: 30949
Workplace Type: On-site
Employment Type: Full Time Associate
Position Title: Director, IT Support Services
External Description:
Principle Responsibilities
- Develop a project / business plans related to key team goals and business interest for the Randstad Support Service organization.
- Ensure customer service levels and ITSM metrics remain within Randstad SLA Guidelines.
- Recruit, manage, train and motivate direct reporting staff according to company procedures, policy and employment law.
- Responsible for the performance and development of Team Managers, Leads and other team staff.
- Attend and present at customer, internal meetings or 3rd party events to build Support Service branding.
- Oversees the creation and presentation of proposals and RFP responses to ensure timely, accurate and competitive pricing while striving to maintain maximum savings.
- Plan, manage and oversee Service Interruption management (SIM) internal communications and awareness of corporate direction, mission, and strategic pillars.
- Conducts one-on-one review with all Team Managers and Leads to build more effective communications, to understand team issue, concerns, support and development needs, and to provide insight for the improvement team performance.
- Controls expenses to meet budget guidelines.
- Oversee and maintain administration and relevant reporting for key Support Service Enterprise system such as Ivanti and Bomgar.
- Understand all Randstad IT service offerings and mission and be able to effectively articulate to the Manager and team members.
- Stay abreast of current market trends related to the Support Services.
- Adheres to all company policies, procedures and business ethics codes and ensures that they are communicated and implemented within the team.
- Performs other duties as assigned.
- High school diploma/GED
- College degree or equivalent experience
- Training or classes in information technologies (preferred)
- ITIL Training or certification (preferred)
- Experience as Project Lead (preferred)
- Minimum of five years of relevant experience managing, supervising, leading and developing a technical support team
- Minimum of five to six years of relevant user support with a strong customer service orientation and proven support experience in a corporate environment
- Experience in project management
- Experience in creating and maintaining budgets in a corporate environment
- Proficient using Google mail, calendaring and shared drives
- Project and Time Management – understand and utilize the basics of project management, constraints of time, quality, communication and resources to maximize outcome
- Strong customer focus and customer service skills
- Strong verbal and written communication and organization skills
- Possess strong interpersonal skills and demonstrated ability to analyze, explain, and draw logical conclusions from complex operational, financial, regulatory or business data
- Must be detail oriented with a concern for quality expressed by continually initiating system and process improvements
- Strong knowledge of commonly-used concepts, practices, and procedures in the support of desktop and laptop technology and application systems
- Good understanding of how processes and process ownership affects technology
- Provide leadership by projecting a positive attitude, mentoring and providing learning incentives.
Randstad is the global leader in the HR services industry. We support people and organizations in realizing their true potential. We do this by combining the power of today’s technology with our passion for people. We call it Human Forward. Our services range from regular temporary Staffing and permanent placements to Inhouse Services, Professionals, and HR Solutions, including Recruitment Process Outsourcing, Managed Services Programs and outplacement. Randstad is active in 38 countries around the world and has top-three positions in almost half of these. In 2018, Randstad had on average 38,820 corporate employees and 4,826 branches and Inhouse locations. In 2018, Randstad generated revenue of € 23.8 billion and holds the world’s number one position in its industry since November 2018. Randstad was founded in 1960 and is headquartered in Diemen, the Netherlands. Randstad N.V. is listed on the NYSE Euronext Amsterdam, where options for stocks in Randstad are also traded.
Get to know us and find out "What More Could You Do" at Randstad
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please just let us know.
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Location_formattedLocationLong: Atlanta, Georgia US