Senior Manager, Service Desk

ABOUT THE ROLE

Peloton is looking for an experienced IT Service Support Manager to lead a support team who are responsible for the delivery of an outsourced Service Desk, Level 2 onsite, remote support and Audio Visual support, which includes Meeting/Conference Room AV support locally in NY and across global offices.

This role is a strategic hire and will help deliver and rebrand the onsite and remote customer facing IT service support needs for the team.

YOUR DAILY IMPACT AT PELOTON

• Key areas of responsibility for the position of IT Service Support Manager / Head of Service Desk
• The service support function receives a high volume of tickets, a combination of incident and service requests. They will manage and implement a continual service improvement plan to overhaul and reengineer the customer experience of using IT systems. This is delivered through a hybrid design of in-house and external partners.
• Management of the service support function to ensure it is operated in line with best practice industry standards, that key performance metrics are understood, captured and reported against, and this has continual service improvement embedded into the function.
• Security is a high priority and this role is also pivotal to this. IT security is part of the estate and working closely with the security and governance team, they will ensure that our Access Management and end user support processes comply and align to our Security policies and procedures at all times.
• The candidate will have previous experience running a service desk and supporting a broad variety of technology areas such as service and cloud infrastructure, SAAS applications, messaging, networks and desktop support. They will have experience leading technology functions with a track record of delivering a high professional standard technology function at a significant organization 4000+ , with experience in professional services beneficial.
• Leading and developing teams to deliver to high standards in performance and operational maturity as well as transition to new and emerging technologies is critical in this role. They will manage a global team of individuals as well as several key third-party relationships who are responsible for delivering services as part of the 1st& 2nd Level support function. They will have a solid understanding of commercials and licensing agreements to ensure value for money and service optimization.
• Service Management responsibilities include helping define and supporting the Incident Management policy and procedures throughout the team, coordinating and promoting Knowledge Management, and ensuring cost containment for hardware and software managed and distributed through the Service Desk.
• Escalation Management is a key responsibility for all Service Desk tickets that have breached SLA or require re-prioritization due to urgent business need

YOU BRING TO PELOTON

• Experience in managing, mentoring and coaching support teams both onsite and remote with the ability to motivate and inspire ambition and drive customer management excellence.
• Clear understanding and demonstrable experience managing service support ticket queues via ITSM toolsets.
• Track record of leading hard-working teams, with examples of staff development and high levels of engagement.
• Results orientation: ability to set high goals for self and others, focusing on the delivery of targets, quality, and deadlines.
• This role requires flexibility including some evening or weekend work where required to support Change activity as well as visiting office locations as required or requested.
• Demonstrable experience managing support related escalations with the ability to prioritize and keep calm under pressure.
• ITIL V3 qualified as a minimum and V4 would be advantageous
• Demonstrable experience working in an ITIL based support environment
• Experienced in being responsible for managing an IT Service Desk and Incident, Problem, Change, CMDB and other ITIL processes
• Experience using ITSM tools
• Experienced in corporate IT , supporting workplace hardware, e.g. Laptops, Desktops, Multi-Functional Devices, Printers, Scanners, Conference Phones, VC units, Telephony handsets, Mobile phones, etc.
• Experienced in supporting Audio Visual and conferencing solutions would be advantageous
• Comprehensive and broad knowledge of major technology platforms including google suite and Microsoft Operating Systems
• Experienced in technology trends, technology strategy, implementing transformation programs including migration to cloud
• ITIL service experience, track record of delivering success to organizations, managing service desk and service support functions

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