Applied Materials is the leading semiconductor and display manufacturing company in the worldâ?¦we Make Possible. World class IT department that drives change within the business and is recognized globally as an innovator and pioneer.
Run North America service & operationsâ?¦with cutting edge technology, delivery across a global team, and leading innovation. Responsible for a global service desk team with advanced on-site IT services. Via manage outsourcing suppliers in respective areas and responsible for customer satisfaction from IT services in NA.
**Duties and Responsibilities:**
+ Responsible of Service Desk & Onsite Support deliveries for North America, ensures that agreed targets are met and appropriate qualitative standards achieved.
+ Responsible for driving performance against the Service Level Agreements (SLAâ??s) Â and Key Performance Indicators (KPIs)
+ Handle large volume operation of 12,000+ PCs, 5,000+ mobiles, 11,000+ users, 11,000+ tickets
+ Manage deployment/collection of all end-point devices via CMDB
+ Run managed service operations provided by 3rd party vendor â?? onsite and remotely
+ Develop and implement robust automation & Â processes to ensure that high quality service is provided to customers
+ Improvement of key customer satisfaction metrics, SLA and deliverable.
+ Continuous improvement: Analyze support Services activities and make recommendations for increased organizational efficiency and effectiveness.
+ Ensure that regular training are provided to staff to ensure that each member of the team is able to provide the best level of customer support.
+ Be willing to travel within NA and worldwide about 20%.
**Skills / Attributes required:**
+ At least 7 years of experience of managing team (local and remote) in IT environment.
+ High interpersonal skills and customer orientation
+ ITIL expert in managing service via SLAs and KPIs
+ Experience and skill in managing managed service provider to achieve service objectives
+ Multicultural orientation and experience with international organization and distributed environment / Locations.
+ Demonstrate evidence of influencing positive change within IT Customer support environment
+ Ability to lead teams effectively both through structured coaching and deliveries.
+ Thorough knowledge of IT Customer support operations
+ Ability to efficiently convey ideas though oral and / or written communication;Â
+ Ability to work in a group or independently; good analytical skills, details oriented ability to effectively listen to and resolve customer issues.
+ High capabilities of data analysis and analysis tools
+ A good awareness of software and IT services providers within IT support marketplace
+ High technical capabilities with IT infrastructure, knowledge of client, servers, network and telecom.
+ Proven project management capabilities
+ English fluent speech and written.
+ BS/BA in an IT related field and 6+ years directly related experience, or equivalent combination of education and experience.
**INCUMBENTS ARE PREFERRED WHO POSSESS THE FOLLOWING:**
+ Master in a related technical field and 2-3 years directly related experience - advantage.
+ ITIL foundation or greater and PMI/PMP Certification â?? advantage.
**Years of Experience:**
7 - 10 Years
Yes, 20% of the Time
Applied Materials is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans and Individuals with Disabilities.