Director, IT Service Desk, Global

About Vantage Data Centers
Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience. Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. About Vantage Data Centers Vantage is committed to being a workplace of inclusion, equity, respect, and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.
Vantage Data Centers powers, cools, protects, and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands. CIO Organization The CIO organization drives technological innovation for the company and advances the technology strategy to support global growth. This includes IT, Software Development, OT / Automation Systems, and business process improvement. At Vantage, we are very hands on. In most cases, we specify, purchase, configure and maintain all networking and server hardware. We also work closely with partner VARs to learn about the latest technology changes so we can make informed purchase decisions. The CIO organization participates in designing each of our new data center building’s networking infrastructure, including but not limited to diverse pathways connecting to carriers, meet-me room (MMR) hosting (rack, cabs, ladders, cross connect panels…), wireless AP coverage, etc. We rely on extreme collaboration with Sales, Construction, Operations and Corporate Functions to drive simplification, establish global standards with continuous improvement and speed to value. We are working to build a reliable, scalable, sustainable, and secure technology roadmap/landscape that enables us to better serve our customers and employees and be the partner of choice. Our focus on speed to value with extreme collaboration and financial/execution discipline. We strive to double the good, halve the bad, in half the time. Position Overview Vantage is looking for an experienced, highly collaborative, detail-oriented Director, IT, Global to lead the Service Desk function that comprises of IT Helpdesk, Desktop Administration, Monitoring Critical Systems, Major Incident Management, and provides worldwide support for internal customer questions, incidents, and service-related requests. This role will develop, manage all aspects of our IT service desk. You will be expected to contribute and develop plans for improvement. This is an exciting opportunity to build a service desk that will support a successful and fast-growing company. Essential Job Functions

• Manage, build and develop a globally deployed customer-focused team for IT Service Desk which includes IT Helpdesk, Desktop Administration, Monitoring Critical Systems, and Major Incident Management
• Manage key relationships to ensure services are aligned and delivered to business requirements
• Collaborate with CIO leadership team and internal business partners to identify and evolve service offerings
• Improve quality and timeliness of IT Service Desk with a customer-focused approach
• Set specific service level expectations and measure performance against them
• Assist in determining, documenting, and measuring performance against SLAs/KPI’s
• Implement continuous improvement in efficiency, reliability, and performance of IT services to our internal customer base.
• Escalation point for both customers and IT helpdesk staff should an issue require escalating and manage their expectations
• Lead the technology strategy, roadmap, standards, processes and compliance to standards for IT Service Desk

Duties

• Responsible for Global environment, including local network & storage, laptops, tablets, cloud services, device management.
• Establish and refine the processes, techniques, tools, and methods used by the IT Service Desk to provide exceptional support and services
• Develop and maintain policies and procedures.
• Ensure Patching of Desktops/Laptops/Workstations are within compliance.
• Ensure service desk is functional 24 x 7.
• Ensure out of hours support is available and able to resolve issues as require.
• Adopt Shift Left approach e.g. automate / self-service as much of Tier1 support as possible
• To develop consistency of processes in provision of services
• Essential functions of this position are to be performed in a company-designated office or field location
• Understand and comply with the company’s Acceptable Use Policy and other industry-specific professional and ethical standards, if applicable

Job Requirements

• 10 years of progressive IT or technology experience
• 7+ years of leadership experience in managing a global IT service desk.
• Bachelor’s degree from an accredited institution or equivalent experience required
• Experience collaborating with peers and business partners to determine needs and develop appropriate technical solutions/responses to solve business problems
• Ability to work under pressure and manage multiple priorities
• Motivate your team to achieve specific goals are essential skills to perform well in this position.
• Experience implementing ITSM, delivering noticeable improvement in user experience
• Strong experience in people management, budget management, procedure creation and development.
• Excellent customer service skills.
• Experience in a wide range of technologies.
• Excellent written and oral communication skills
• Ability to communicate effectively at all levels of the organization
• ITIL implementation experience. Preferably holding a current qualification.
• Experience of Agile methodologies is desirable.
• Travel is expected to be less than 15%, but may increase over time as the business evolves

We operate with No Ego and No Arrogance. We work to build each other up and support one another, appreciating each other’s strengths and respecting each other’s weaknesses. We find joy in our work and each other, actively seeking opportunities to inject fun into what we do. Our hard an efficient work is rewarded with an above market total compensation package. We offer a comprehensive suite of health and welfare, retirement, and paid leave benefits exceeding local expectations.
Safety and security always matter. During COVID, all positions that can work remotely have been, and appropriate steps have been taken to ensure the safety of employees in any position essential to be on site. Regardless of where you are working, technology to work effectively is provided on or in advance of your first day of employment.
Throughout the year, the advantage of being part of the Vantage team is evident with an array of benefits, recognition, training and development, and the knowledge that your contribution adds value to the company and our community. Don't meet all the requirements? Please still apply if you think you are the right person for the position. We are always keen to speak to people who connect with our mission and values. Vantage Data Centers is an Equal Opportunity Employer