Job Description

ABOUT THE POSITION
The Mgr-Digital Support provides leadership to a geographically dispersed team. Enhances deliverables, service, and day-to-day management of budget, process, staff, tech support, service desk operations, and security administration of the global end-user computing environment. Uses technical knowledge, management experience, and interpersonal skill to proactively partner with other teams to research and resolve issues for the purpose of happy and productive internal customers.

HOW YOU’LL MAKE A DIFFERENCE
Manages the GSD, retail support services, and service desk teams. Emphasizes building a strong Global Operations Center team. Advances corporate values and culture through coaching, communicating, and delegating responsibilities.

Leads multiple teams to manage user security administration, deploy hardware and software, provide IS support, perform systems monitoring, and perform security operations for the end-user computing environment.

Proactively partners with technology leaders across the global IS landscape. Builds relationships and collaborates with Asia operations team members and management to develop and implement global processes and standards.

Responsible for execution and reporting of all operational controls for Global Operations Center managed services, as well as for contributing to the management of projects where operational resources are assigned to ensure they adhere to budget and timelines.

Responsible for a subset of processes and functionality within the IT service management solution. Defines and delivers continuous improvement in operational processes per best practices, including incident management, problem management, and request fulfillment.

Participates in IT budgeting processes and cross-functional improvement initiatives. Assists in negotiating vendor agreements. Manages external vendor relationships and managed services.

YOU ARE
• Translates company strategy into functional and team goals, monitors progress, removes barriers, and identifies and allocates resources. Acts as a change catalyst to meet evolving business needs. This may include organizational, financial, and labor/cost management.
• Creates a high-performance culture by setting clear performance objectives, providing ongoing feedback, and developing talent to build new skills and capabilities.
• Drives team engagement and promotes an inclusive work environment using effective communication, team building, and collaboration practices.
• Maintains efficient operations in compliance with regulations, policies, and safety standards.

YOU HAVE
• Bachelor's or masters degree, or applicable certification or equivalent experience.
• Typically requires 5 years functional experience.
• Experience managing individual contributors and a department or acted as a lead.
• Manages a team with more than 2 full-time direct reports, typically professional level roles and may include support level roles and temporary/contract employees.
• ITIL v3 certification or similar preferred.
• Possess working knowledge of IS/IT applications and processes, controls, security controls, project management and governance
• Understanding of and ability to develop budgets and forecasts

#LI-SA1

#Hybrid

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.