Gio End User Support Lead

How will you CONTRIBUTE and GROW?Job Summary
The Global Infrastructure & Operation Department (GIO) was created to enable high speed execution of the Group’s IT transformation projects and to run global services. It delivers infrastructure services to our BIS (Business Information System) customers world wide.
The Americas Hub team within GIO is responsible for ensuring the delivery of all GIO services to its customers across the Americas (through the 3 Clusters : North America, Latin America, Airgas) and their respective entities, encompassing more than 25,000 resources.
The GIO End User Support Lead will be accountable for the execution of services delivered by the Americas Air Liquide IT Service Desk and will be the relay of GIO EUS Global Operations manager for the GIO EUS GOPS solution experts located in the Americas. The geographical focus of this role will be the Americas.
He/she will oversee the Service Desk deliverables including efforts to shift work to the Service desk and automation opportunities. He/She will engage to ensure delivery and to monitor the adoption of automation services, which include tools, knowledge and self help.
The GIO End User Support Lead will lead an outsourced service of about 25 persons and the local Brazil service desk (around 5 persons).
This position will directly report to the GIO EUS Global Operations Manager and have a dotted line into the GIO EUS Hub America Director. He/She will be in direct contact with GIO Hub Americas director and GIO EUS End User Support Manager.
He/she will participate in the creation of the GIO EUS End User Support strategy aimed at optimizing end-User Support while delivering quick and quality support to end-users. He/she will participate in the creation/implementation of the three to five-year End User Support roadmap that clearly details how the End User Support strategy will be achieved over that time period.Responsibilities & MissionsPrimary scope : America's Service DeskDeliveryManage the operational organization (vendors) to support the delivery of the overall End User Support strategy and day-to-day execution in accordance with GIO EUS commitments.Organize and run meetings associated with the Global Governance for End User Support.Oversee the delivery of all Service Desk Support functions to the Hub user base, maintaining a high customer satisfaction rating.Lead the delivery service to motivate contractors and influence them to take positive actions and accountability for their assigned work with a partnership mindset .Participate in performing operational management of multiple geographically diverse Service Desk locations that operate on a 24/7 basis with other zonal End-User Support Leads (EU, AMEI & APAC)Handle and manage all escalations with appropriate communication, functional and hierarchical escalation and follow through to conclusion.Contribute to and implement best practices and tools for End User Support.Ensure execution through reporting of all End User Support core services for consistency of delivery with local realities.Reporting & Service Performance AnalysisDetermine the frequency and content of metric reporting required to enable the delivery of superior service delivery performance related to End User Support, including operational dashboards and continuous improvement cycles.Perform daily/weekly/monthly/annual assessment of end-User Support services vendor performance against responsibilities outlined in contractual agreements; while offering creative solutions to address any failures or changes in business priorities and driving corrective actions to adjust performance or measures.Manage, report, and drive financial performance (relative to budget) as it relates to Service Desk operations.Provide operational support and direction for all audits in support of Air Liquide compliance and regulatory needs.Produce reporting, metrics, and measurements to evaluate performance, and compliance from a Global, Hub, and Entity levelPartnership & continual improvementCreate an operational culture that drives customer service and innovation, leveraging best practices to improve financial and service delivery performance.Improve performance and efficiency in the Key Performance Indicators of First Call Resolution, Speed to Answer, Customer Satisfaction Rating, Abandon Rate, Ticket Aging, Routing Accuracy/Error Control/ Continuous Improvement.Ensure execution through reporting of all End User Support core services for consistency of delivery with local realities.Drive business innovation to reduce overall incidents through self healing & self-help capability.Drive customer satisfaction improvements with a focused first call resolution based approachAggregate all Service Desk demands to optimize resolution at the lowest cost point.Develop and innovate the remote desktop management to help support customers with the best capability in the shortest period of time.Secondary scope : Automation & foster shift-left between Solutions experts/Applications Owners to the Service DeskSupport the formalized Knowledge Management approach and strategy to support all End User Support teams and improve end-user efficiency through shift-left, automation, and self help in alignment with the GIO EUS End-user Support Service line.Produce improved cost efficiency through shift-left activities with infrastructure, operations, and application teams that benefit the end-user experience and efficiency.Organize America's Application Owners and GIO Hub Solutions experts regularly meeting to promote the Service Desk and shift-left opportunities. A part of objectives will be focused on this part.Tertiary scope : Be a relay of GIO EUS Global Operations manager to the GIO EUS Solutions expert located in the Americas.Be the GIO EUS GOPS Cockpit (for relaying feedback from Solutions Experts)Be a facilitator, and animator of GIO EUS local expertise…Are you a MATCH?Competencies and ProfileExperienceEducation RequirementsBachelor’s degree or Masters in Information Technology (or equivalent experience in computer, data analytics or related field)General Requirements5-10 years of experience with Service Desk management or similar experience3 - 5 years in Team managementFluency in English is mandatory, in a multicultural environment. French, Spanish and/or Brazilian Portuguese is a plusIT basic knowledge of Microsoft, Network , Hardware, End-Users Support (L1, …)Knowledge and know-how specific to the positionGood knowledge of ITIL methodologies.Must have extensive experience with ServiceNow and strong ServiceNow reporting capability ( SLAs, KPIs, Time Durations, Service based business analytics).Experience with Google collaboration tools is a plus.Able to work independently with minimal supervision. Demonstrated teamwork and collaboration in a professional setting.Possesses ability to synthesize information quickly and summarize conclusions and recommendations.Strong interpersonal and team work skills.Excellent verbal and written communication skills and excellent customer service skills.Ability to manage multiple tasks and projects simultaneously and work within timelines to meet deadlines.Critical competenciesCustomer and Service Oriented (Sense of services with a focus on end-to-end support.)Excellent communication (oral and written) and interpersonal skills.Excellent analytical capabilities.Excellent decision making ability and problem solving skills. Ability to work autonomously and in remote management situations, within a matrix organization of a large multinational company.Ability to navigate across a global organization.Ability to interface closely with, and across, multiple teams in a global organization.Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.Ability to multitask effectively. Anticipating and Dealing with Changing Environments.Demonstrated ability to innovate.Strong understanding of SLA's & performance targets.Excellent abilities to manage an extended team.Working outside of normal business hours is required for critical incidents.Physical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Spends 70% of the time sitting & 30% of the time either standing or walking while in the office.Occasionally stoops, kneels, crouches, climbs, balances, crawls, & reaches.Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.Visual capacity enabling frequent use of computer equipment.Our Differences make our PerformanceAt Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.