Job Information
HP Inc. IT Services Manager in Dalian, China
Job Description:
We are seeking a highly skilled and motivated Digital IT Service Desk Manager to oversee the operations and delivery of IT support services to our organization. As the Digital IT Service Desk Manager, you will be responsible for managing a team of service desk professionals and ensuring the smooth and efficient resolution of technical issues for end-users. Your primary focus will be on driving customer satisfaction, enhancing service quality, and promoting continuous improvement in IT support processes and technologies. the Digital IT Service Desk Manager will also be responsible for attending bid sessions and drafting remote support solutions. This role requires a strong understanding of remote support technologies and the ability to propose effective solutions to meet the organization's needs during bid processes.
Responsibilities:
Lead and manage a team of service desk professionals, providing guidance, coaching, and performance feedback to ensure high-quality service delivery.
Develop and maintain service desk policies, procedures, and standards, ensuring compliance with industry best practices and internal requirements.
Collaborate with cross-functional teams to identify, diagnose, and resolve complex technical issues, escalating problems to appropriate teams when necessary.
Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction, leveraging data analysis and feedback from end-users.
Implement and maintain an effective knowledge management system, ensuring accurate and up-to-date documentation of known issues, workarounds, and resolutions.
Conduct regular training sessions for service desk staff to improve technical skills, customer service abilities, and adherence to service desk processes.
Stay updated on industry trends, emerging technologies, and best practices in IT service management, recommending and implementing innovative solutions to enhance service desk capabilities & incorporating innovative solutions into bid proposals to enhance competitiveness.
Foster a positive and collaborative work environment, promoting teamwork, knowledge sharing, and a culture of exceptional customer service.
Participate in bid sessions and collaborate with sales, SA and project management teams to understand client requirements for remote support services.
Utilize technical expertise and industry knowledge to design and draft remote support solutions tailored to specific bid requirements.
Identify and evaluate appropriate remote support tools, platforms, and technologies to ensure efficient and secure service delivery.
Collaborate with internal stakeholders, such as network administrators and security teams, to ensure proposed remote support solutions align with organizational policies and standards.
Prepare and present technical proposals and documentation for remote support solutions, including cost estimates, implementation plans, and service level agreements (SLAs).
Engage in discussions and negotiations with clients during bid sessions to address technical queries and concerns related to remote support capabilities.
Equal Opportunity Employer (EEO):
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).