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Service Desk Manager

Company: Via Transportation Inc
Location: Irvine
Posted on: February 22, 2021

Job Description:

Rivian--is on a mission to keep the world adventurous forever. This goes for the emissions-free Electric Adventure Vehicles we build, and the curious, courageous souls we seek to attract.-- As a company, we constantly challenge what's possible, never simply accepting what has always been done. We reframe old problems, seek new solutions and operate comfortably in areas that are unknown. Our backgrounds are diverse, but our team shares a love of the outdoors and a desire to protect it for future generations.-- We operate development centers in Plymouth, Michigan; Southern California (Irvine, Carson & LA); Silicon Valley (San Jose and Palo Alto); Vancouver, British Columbia; and Surrey, England; as well as a manufacturing facility in Normal, Illinois. This is what you'll do:

  • Develop and implement Service Desk and User Access Provisioning processes and procedures
  • Manage the daily activities of the Level 1/Level 2 IT support team/s and assist the team in following the IT Infrastructure Library (ITIL) best practices
  • Develop, Track, Report, and Improve agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs) and End User Experience Agreements (XLAs)
  • Train, coach, and mentor the Service Desk team in delivering world-class end-user experience by achieving the highest First Level Resolution rate
  • Provide inputs and adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
  • Identify and address the automation needs in the IT service delivery and end-user onboarding processes
  • Analyze the Service Desk ticket/call trends and generate statistical reports to improve our customer service experience continuously
  • Manage escalations at the Service Desk level and act as a single point of contact for the IT senior leadership team, business stakeholders, and other IT groups
  • Plan and address Service Desk staffing needs to deliver consistent IT Support
  • Ensure that the Service Desk agents are meeting and exceeding expectations in regards to performance, metrics, and provide effective customer service
  • Build and maintain the IT support Knowledge Base and leverage the same to implement self-help tier 0 support
  • Participate in additional technology initiatives as required
  • Develop positive relationships with the business and other functions at all levels
  • Collaborate with members of the information security, network, and cloud teams to ensure consistent IT services to our business users
  • Look to improve all aspects of the Service Desk functions continually This is what you'll need:
    • At least 10-12 years (or relative) in a Service Desk and Desktop Support role, where you learned the nuances of IT Support
    • At least 4-5 years experience of managing the Service Desk team - hiring, coaching, and reviewing the staff
    • Bachelor's degree and ITIL Foundation Certification preferred
    • Passion for Customer Support - A drive to help end-users get what they need to do their jobs the best they can. A sense of satisfaction from assisting end-users in getting what they need on time
    • Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira)
    • Experience in supporting Windows-based and Mac-based workstations in a corporate environment leveraging ConfigMgr, Microsoft Intune, Jamf (Casper), and other system management tools
    • Basic knowledge of Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
    • Ability to coordinate and communicate at all levels within the organization - Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs
    • Prioritization Skills - The ability to analyze support requests and prioritize them based on impact
    • Discipline - The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication This is where you'll work: Department: IT Infrastructure and Enterprise Applications Location: Irvine, CA #LI-GW Rivian is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Rivian is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.--All employment decisions at Rivian are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Rivian will not tolerate discrimination or harassment based on any of these characteristics. Rivian encourages applicants of all ages. If selected 'other' school, please provide school name.
      Who is your most recent employer? (Type N/A if not applicable). --*
      Current job title --*
      Are you currently authorized to work in the United States? --*
      -- Will you now, or in the future, require employer visa sponsorship (e.g., H-1B)? --*
      -- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at Rivian Automotive are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
      • Autism
      • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
      • Blind or low vision
      • Cancer
      • Cardiovascular or heart disease
      • Celiac disease
      • Cerebral palsy
      • Deaf or hard of hearing
      • Depression or anxiety
      • Diabetes
      • Epilepsy
      • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
      • Intellectual disability
      • Missing limbs or partially missing limbs
      • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
      • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: Via Transportation Inc, Irvine , Service Desk Manager, Executive , Irvine, California

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