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IT SERVICE DESK MANAGER, AMERICAS
About Us
WSP is a global leader in engineering and professional services. We pride ourselves on delivering innovative solutions to our clients and maintaining a robust IT operation to support our employees worldwide. To ensure unified IT service desk support across the US, Canada, and Latin America, we are seeking a talented and experienced IT Service Desk Manager to oversee the operation of our Americas Service Desk.
Position Summary
As the IT Service Desk Manager, Americas, you will report to the IT Operations Director, Americas, and be responsible for managing a third-party service desk provider that supports our US, Canada, and Latin America regions. Your primary focus will be to drive the overall performance of our Service Desk in the designated regions, participate in the transition of services from an incumbent provider, and actively engage in organizational governance at local and enterprise levels.
Job Responsibilities:
Service Desk Management
Oversee the outsourced service desk provider to ensure high-quality IT support services are delivered to end-users in a timely and efficient manner.
Monitor and analyze service desk performance metrics and KPIs to identify areas for improvement and implement corrective actions as needed.
Collaborate with the provider and IT teams to optimize processes, workflows, and knowledge base resources.
Identify areas of improvement and ensure a continuous improvement process is established with the relevant stakeholders.
Transition Management
Participate in the transition process from the incumbent service desk provider to the new provider, ensuring smooth and efficient transition with minimal disruption to end-users.
Develop and execute transition plans, including documentation, training, and resource allocation.
Ensure Service Levels and reports/metrics/KPIs are properly implemented and fit for purpose.
Validate that all Supplier responsibilities have been delivered against the contractual Agreement and are ready to be operated.
Local and Enterprise Governance
Represent the IT service desk in local and enterprise organizational governance meetings, contribute to strategic decision-making and alignment of IT services with business goals.
Foster strong relationships with local stakeholders to understand their unique IT support needs and requirements.
Vendor Management
Manage the local relationship with the outsourced service desk provider, including service level agreements and performance reviews.
Hold regular meetings with the provider to review performance, address concerns, and drive continuous improvement.
Track changes to the Agreement and ensure proper impact assessments are conducted.
Team Leadership
Foster a culture of excellence, professionalism, and customer-centricity within the outsourced team.
Continuously work to capture the evolving business needs and suggest opportunities to drive better customer satisfaction.#LI-Hybrid
SKILLS AND QUALIFICATIONS:
Required
Bachelor’s degree in Information Technology or a related field.
5 years of experience in IT service desk management or related roles, with a proven track record of successfully managing outsourced service desks.
Strong understanding of ITIL or similar IT service management frameworks.
Excellent communication, leadership, and interpersonal skills.
Proven ability to collaborate effectively with cross-functional teams and stakeholders.
Experience in vendor management and driving performance.
Familiarity with IT governance and compliance standards.
Strong understanding of Service Desk industry standards (Service Levels, Metrics, Operating model, etc).
Preferred
ITIL certification or similar IT service management certifications.
Multilingual proficiency (English and Spanish or French preferred).
Experience working in a global organization with a diverse workforce.
Title: IT Service Desk Manager (Americas)
Location: Colombia
Other Locations: Chile, Peru, Mexico, Panama, Argentina, Trinidad and Tobago
Requisition ID: 23000739