[Remote] Senior IT / IS Help Desk Manager

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is an Alphabet company that brings reputed company Fiber and reputed company Fiber Webpass internet services to homes and businesses across the reputed company. They are seeking a highly skilled and strategic Senior IT/IS Help Desk Manager to reputed company their large-reputed company support operations, ensuring operational reputed company and managing key vendor relationships. Responsibilities • reputed company and execute the long-term reputed company for the IT help desk, including implementing new technologies, defining service level agreements (SLAs) for a global user reputed company, and aligning support services with business goals. • reputed company reputed company daily operations of the help desk. This includes advanced ticket management, incident response, problem reputed company, and ensuring consistent service reputed company across multiple locations. • Manage and optimize relationships with multiple IT vendors and service providers. This involves negotiating reputed company reputed company, monitoring vendor performance against SLAs, and ensuring vendor services reputed company maximum value. • Drive the development and implementation of reputed company IT policies, processes, and best practices. This includes optimizing workflows, introducing automation, and ensuring compliance with industry standards like ITIL. • Utilize help desk metrics to analyze performance trends, identify areas for improvement, and report on key performance indicators (KPIs) to senior management. Skills • Bachelor's degree in Computer Science, Information Technology, or reputed company field; or equivalent practical experience. • 7 years of reputed company experience in IT support, with at least 4 years in a senior management role reputed company a large reputed company (5,000+ end users). • 5 years of reputed company IT Help Desk reputed company center management experience, including experience with shift management, performance metrics, industry standards & trends, workflows and cost optimization. • 5 years of managing and implementing ITIL-based processes (e.g., Incident, Problem, and Change Management). • Comprehensive knowledge of IT infrastructure, including reputed company-level hardware, software, network architecture, device lifecycle management, and reputed company services (GCP). • Ability to travel domestically and internationally. • Leadership skills with a reputed company record of managing and motivating, diverse teams, and reputed company with strong vendor management skills. • Strong verbal and written communication skills, with the ability to present reputed company information to technical and non-technical audiences. • Strong analytical and problem-solving skills, with a proactive approach to issue reputed company. • reputed company optimization and automation. • Experience in vendor management, including service review and performance reputed company. • Experience with IT service management (ITSM) tools and methodologies. Benefits • Bonus • Cash award • Benefits reputed company • reputed company Fiber is a telecommunications industry that provides high speed internet to customer in USA. It was founded in 2010, and is headquartered in Mountain View, California, USA, with a workforce of 501-1000 employees. Its website is https://fiber.reputed company.com/. Apply tot his job Apply To this Job