IT Director, Global Production Support - IT Service Desk

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IT DIRECTOR, GLOBAL PRODUCTION SUPPORT – IT SERVICE DESK
SOUTHFIELD, MICHIGAN – WORLD HEADQUARTERS

The IT Director is responsible for providing and managing a Global team and tools that are the IT First Point of Contact for all end-users globally.  Providing 24x7 call center, level 1, and level 2 support for various Lear global IT Services.  Delivering IT support services while being in the role of the customer advocate, ensuring customer satisfaction is met.  Perform continuous improvements to reduce service delays.  Position will manage a team of support resources, which will provide phone support, route/dispatch tickets, resolve incidents, fulfill service requests, meet established SLAs.  Provide escalation to level 2 and 3 when necessary.  Including managing the administration, development, training, and support of the IT Service Management platform.   

The Role:

Your work will include, but not be limited to:

Manage Global IT Team to perform Flawless Execution:

• Facilitate restoration of IT services
• First Point of Contact (FPOC) for all IT Issues and Requests
• Provide 24x7 Call center, Dispatch, level 1 and 2 support
• Provide detailed information to Level 2 and 3 support for incident/request escalations
• Achieve call center, incident and requests performance target goals and defined SLA's
• Deliver Major Incident Management services for our P1/P2 interruptions/outages
• Problem Management Owner, provide mechanism to preform Root Cause Analysis for critical incidents
• Maintain support of Crisis management communication tools
• Administer, support, develop and deploy IT Service Management platform

Continuous Improvement:

• Run, execute, and measure process improvements
• Improve customer satisfaction, gather, and analyze feedback for opportunities
• Implement and measure performance triggers and targets
• Identify repeatable processes, develop, and deploy standard operating procedures
• Identify first call resolution opportunities to shift left to lower cost and improve customer satisfaction
• Avoid service delays proactively maintain up to date accurate support contact information, perform quarterly escalation contact audits
• Audit our support team queues, service item usage, deleted users, and approval groups
• Perform ticket handing audits to assess quality and adherence to procedures
• Identify service request trends for catalog opportunities
• Identify problems by analyzing incident trends and follow up actions to prevent re-occurrence
• Further develop and deploy IT service management tool to provide additional capabilities in knowledge base and change management modules
• Cross train production support team to provide scalable support
• Participate in Project Implementation to ensure proper transfer to production mode

Risk Reduction:

• Ensure compliance requirements are met for all application components and related services
• Manage application availability
• Manage application security vulnerabilities

Cost Optimization:

• Propose cost saving ideas to help lower the IT Support budget
• Identify opportunities to shift left higher IT cost services to lower cost and or automation
• Manage annual support renewals, invoices, PO, and payments

Staff Management and Development:

• Develop Scorecard for myself and maintain scorecards for each employee
• Communicating clear expectations to staff
• Mentor and coach staff; provide real time feedback
• Perform no less than three Talking Points per employee each year
• Develop Talent, grow Lear IT employees through internal support teams and co-ops

Your Qualifications:

• Bachelor’s degree or equivalent experience
• ITIL certified
• 10+ years of proven successful IT Call center/Service Desk work environment experience including supervisory experience leading global teams and managing third-party services providers
• High level of IT Service Management knowledge including thorough understanding of ITIL framework (Information Technology Infrastructure Library)
• Ability to manage in a high volume, fast paced changing environment
• Ability to measure performance through metrics and reporting
• Experience successfully handling employee performance and customer issues
• Strong professional coaching skills and provide staff with the necessary tools for them to achieve success
• Promotes a team environment and a feeling of contribution and collaboration
• Strong leadership skills, and the ability to work and interact with departments and multiple levels of management throughout the organization
• Skills and expertise to build strong relationships with business customers and work collaboratively to meet the needs of customers
• Strong written and oral communication skills including executive level presentation skills

Lear Corporation is an Equal Opportunity Employer, committed to a diverse workplace.

Applicants must submit their resume for consideration using our applicant tracking system. Due to the high volume of applications received, only candidates selected for interviews will be contacted. Candidates must be legally authorized to work in the United States without sponsorship. Unsolicited resumes from search firms or employment agencies, or similar, will not be paid a fee and will become the property of Lear Corporation.