Senior Manager Service Desk - PVH Corp.

Profile

Position Summary:

This Senior Manager, Service Desk is responsible for providing technical oversight and guidance to the Service Desk Teams responsible for handling all IT issues that arise with hardware, software, and connectivity for corporate associates and retail stores located in North America. The role is one of technical leadership, ensuring that the Service Desk Teams provide consistent customer support and problem resolution while maintaining quality standards.

Primary Responsibilities:

• Leads PVH’s IT Service Desk operation and continues to drive a customer-centric approach.
• Develop a Regional Service Desk model\\team to provide support 24/7/365.
• Provides strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters, and appraisals.
• Implements applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) to improve PVH’s IT operations maturity level and move to a more customer-centric support focus for all IT services.
• Establishes and manages procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources.
• Responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability, and incident management.
• Provide expert solutions to customer problems of complex nature to ensure customer satisfaction and productivity.
• Research, resolve and respond to highly complex questions in accordance with current standards.  Act at the highest level of escalation for customer problems within the Service Desk Team.
• Create service level agreements (SLO/SLAs) and key performance metrics. Ensure SLO/SLAs are being met.
• Implement and maintain IT and customer knowledge base.
• Develop end-user self-service support documentation.
• Participate in sessions with stakeholders in order to educate them on Knowledge Management processes, workflows, and implementation frameworks. Work with team leaders and operations staff to assess and execute strategies for enhancing performance.
• Create and distribute corporate-wide communications to inform PVH associates on critical business impacted services.
• Establish training materials for internal staff, that educate and equip technical teams to deliver the highest quality customer support experience.
• Partner with business stakeholders to define business requirements. Project Manage key cross-functional technology initiative to deliver on business initiatives.
• Present performance metrics and strategic plans to executive leadership.

Experience:

• Broad knowledge & skills - typically 5-8 Years of related experience
• Prior related experience managing a 24x7 Service Desk, including support of both corporate back-office functions and retail POS systems and technology. Experience with Service Now preferred. Extensive expertise in Microsoft Products. Extensive expertise with ITIL and ITSM. Experience in leading special projects with corporate-wide impact.
• ITIL certification required. Microsoft Certifications considered a plus.
• Ability to provide positive customer service and advanced communication, problem solving, and technical writing skills.
• Technical proficiency with Windows and MAC operating systems, POS applications and supporting retail store operations
• Strong project management skills experience.
• Excellent Communication skills and working with both technical and non-technical entities.
• Proven track record of driving technical innovation and solutions.

,industry:Retail,title:Senior Manager, Service Desk - PVH Corp.,datePosted:2021-06-15T00:00:00.000 0000,@context:http://schema.org,occupationalCategory:Information Technology,skills:Client Administration Specialist, Development Office Assistant, Applications Support Executive, Financial Operations Administrator, Client Support Consultant, Recruitment Analyst, Recruitment Operations Analyst, Workday Support Analyst, Functional Support Advisor, Associate IT Consultant} Senior Manager, Service Desk - PVH Corp. in Bridgewater, New Jersey, United States of America | Information Technology at PVH

Company info

PVH Corp
Website : http://www.pvh.com/