Manager IT, Service Desk Remote Support Function
Quezon City, National Capital Region, Philippines
6d ago

Job Posting Date

Jun 24, 2019, 11 : 46 : 05 PM


This is a key ITManagement position within the World Area IT Infrastructure Team with thefollowing main responsibilities :

Is instrumental in the success of User & SiteSupport Service by ensuring that Remote Support Function is optimized anddelivers top quality support to remotely supported organizations

Is a management team member of overall ServiceDesk organization and as such contributes to the development and the success ofthe vision and mission of full Service Desk organization.

Fully Endorse Shift-Left Strategy by movingsupport workload out of local support when it is proven that acting remotelywould be more efficient.

  • Manages IT resources for his organization (Budget,Cost, Remote Support Staff) and take full advantage of centrally provided ITservices to ensure that agreed SLAs are met;
  • Develops his organization to encompass any remotesupport function currently sitting in other organizations, with the goal toleverage and optimize the efficiency of this function throughout the whole ofEmerson.


    Planning & Administration

    Plans adequate training to grow team skills atappropriate level for maximum remote support efficiency

    Follow and enforce Emerson policies and rulesregarding IT management, security, standards and procedures

    Contributes to overall Service Desk budget buildingand controlling by following up his own team investments and expenses in thearea of travel and training

    Produces dedicated metrics, analyzes them on aregular basis and present to relevant stakeholders with appropriate narrativeand explanations.

    Monitors the dedicated support queue for his teamto make sure that tickets are handled within agreed SLA’s and to thesatisfaction of the remotely supported users.

    Also monitors DSS support queues to identify whichtickets could be solved remotely and moved to the Remote Support Queue thenworks with relevant DSS support Queue managers to agree on transfer of workloadin a professional manner.

    Make sure remote support is constant over a 24x7basis, ensuring that hand over of the issues between world areas support teamis seamless and to the benefit of the end user.

    On an ad-hoc basis, allows remote support teammembers to temporarily travel on site to give necessary local support. Examplescan include local support of PC replacement campaigns or temporary backfill oflocal IT resource.

    IT Infrastructure remote Support :

    Act as a focal point for all IT issues(Infrastructure or Application) that can be efficiently resolved remotely

    Helps local IT teams to leverage their time andremove from them repetitive tasks not requiring hands on support, thus givingmore face to face time to local DSS to address more complex local needs withlocal users and local managers

  • Provides optimum remote support for end-users atall times within agreed service levels and act as the First point for issueresolution / escalation for all remotely solvable issues;
  • Helps developing the right End-user KB articles sothat end users can help themselves whenever possible

    Resource Management :

    Develops Remote Support function by combining andleveraging SME tasks with other remote desk side support tasks

    Daily supervision and coordination of the remote ITsupport team’s efforts

  • Lead, motivate and coach the remote IT supportteam, set and review objectives, organize regular performance and improvementmeetings with staff and management;
  • Where appropriate share resources and skills withinand across Service Desk

    Propose training requirements for IT remote supportemployees to ensure the team is always able to execute the mission with adequatelevel of skills

    Manage and ensure adequate staffing is available ona daily basis for the Remote Support team to cover the different world regionstime zones based on historical expected daily volumes.

    Communication :

    Communicate remote support strategy and plans tothe business leaders and IT managers and act as the bridge between users and ServiceDesk QA Service Liaison team

    Establish well oiled working relationship withother perfect Execution team members, working in close relationship with Tier1and Tier2 team leaders to build optimal demarcation of workload between RemoteSupport and Tier1, Tier2 and POD support

    Establish good working relationship with countryand local management, users and other sources of support and assistance, as anactor of User & Site Remote Support Service.

    Also contributes to ContinualImprovement of USS Service.

    Establish solid bridges with IT Service owners, inclose collaboration with Service liaison team, to maximize opportunities tobetter support those services remotely.

  • Attend Service Desk management team meetings tounderstand overall plans and issues and communicate this back to the ITCommunity;
  • Requirements

    Education / Qualification Requirements of the Role

    Education to degree level or equivalent, butexperience may be considered in lieu of formal education

    Minimum of 3 years’ experience in IT Support Management

  • Demonstrable Leadership skills along with theability to interact and lead people in a matrix organization tact anddiplomacy are essential attributes;
  • Managing remote resources / teams essential

    General IT Technical Skills although leadership,management and administration skills are more beneficial

    Strong knowledge of IT Service Management solutions mastering ServiceNow is a clear plus.

    Strong customer focus with strong analyticalcapabilities

  • An effective communicator and negotiator, thecandidate will also have good presentation skills and the ability tofacilitate / manage business / technical meetings;
  • Ability to work under pressure and demonstrablyaction orientated

    Language knowledge : Fluent in English (speaking / writing), other languages an advantage

    Knowledge and appreciation of Global cultures

    Flexible attitude towards working hoursand be prepared to travel in other World Areas if required

    Internal :

  • All IT Personnel within Emerson IT Management, IT Users and Emerson Central IT Services
  • All remotely supported users
  • Sizeof Role

    This is a Global role with potentially70000 users that can be supported remotely

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