SR IT Manager - (B4)

Applied Materials

Santa Clara, CA 95054

Posted 1 month ago

Job Description

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.


\#LI


**Qualifications**


**Education:**


Bachelor's Degree


**Skills**


**Certifications:**


**Languages:**


**Years of Experience:**


7 - 10 Years


**Work Experience:**


**Additional Information**


**Travel:**


Yes, 20% of the Time


**Relocation Eligible:**


No


Applied Materials is committed to diversity in its workforce including Equal Employment Opportunity for Minorities, Females, Protected Veterans and Individuals with Disabilities.



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