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Director of Support for a Huge Tech Company

Employer
Manpower Ireland
Location
Galway
Salary
EUR70000 - EUR80000 per annum + benefits
Closing date
27 Jul 2018

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Sector
IT
Job Type
Permanent
Hours
Full-time
Ensures accountability of our Client's Customer Support services by communicating a shared vision which motivates and inspires the team, communicates our client's Strategy while creating a work environment in which our people want to work and can perform at their best. Ensure Support team have the resources and tools they need to do their jobs well and hold them accountable for quality outcomes.

Requirements:

Ensures all department Operational, Tactical and Strategic objectives (KPI's) are exceeded by reporting, action plans and reward and recognition of high performance.
Are available on a 24X7 basis for critical outages, Disaster Recovery and Business Continuity Events as per plan.
Promotes the Service Delivery Quality Plan by managing Continuous Service Improvement Initiatives (CSI) to improve operational and quality outcomes.
Leads high-level customer communication, builds and maintains client relationships.

This job is all about -

Engages key stakeholders to ensure operational readiness, service improvements and process improvements are implemented.
Provides strong coaching for support leadership team by mentoring, coaching, workshops and incentive competitions.
Ensures compliance for relevant processes, procedures and policies to ensure a consistently high quality of customer service.
Ensures compliance for SiteMinder's Corporate Risk, People and Culture and IT Security Frameworks.
Proven experience in creating a high-performance Service Desk Team.
Ability to set example as Support Director over relevant region.
Previous experience creating high performance service desk groups.
Excellent people leader skills in providing direction, empowering staff, accountability and strong communication skills.

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