• Responsible for the Service Desk / Desktop Support Experience (Workplace Services) by defining service levels, service agreements, KPIs and manages the help desk operation. Establishes processes to identify, track, escalate, resolve, and report problems.
• Responsible for providing IT users with desktop equipment and support (Client Computing), determining user needs and incorporating them into the design and overall plan for desktop support. Works with organizations supported to establish performance metrics to ensure needs are being properly met. Monitors and analyses performance metrics, sharing results with users.
• Responsible for developing enterprise content management strategy to enable efficient organization and management of documents, records, other digital media/information shared internally for workforce productivity improvement and knowledge management purposes, and externally with partners, suppliers, customers and communities for improved business processes and performance.
• Develop relationships with business stakeholders soliciting feedback on ways to improve services and better align with business priorities. Invoke continuous service improvement methodologies (Lean, Six Sigma) to improve end user experiences.
• Promote and champion user expectations with a relentless appreciation for enriched consumer experience and service. Develop capabilities for measurement and improvement of the consumer experience

• Bachelor’s degree, or equivalent, in Information Systems (or related field)
  • Master’s Degree in Business Administration highly desirable
• Typically, 10 – 15 years of experience in the field of information technology, enterprise architecture, application development methodologies and lifecycle management, systems integration, data management and other related disciplines/processes
• Proven capabilities in managing/working collaboratively within a multicultural geographically dispersed environment
• Strong business acumen
• Demonstrated experience overseeing large and complex IT projects (plan, organize, deliver)
• Experience in budgeting and IT Finance/Cost Management
• Demonstrated expertise influencing and helping gain the commitment of key stakeholders to execute IT initiatives

This position requires access to United States Export Controlled information.

EOE/AA Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran