Director of Global Service Desk

CSG

19333 Director of Global Service Desk (Open)

Position Type:

Full time

Location(s):

US.NE.Omaha.CampusUS.CA.Oxnard.Office, US.FL.Crawfordville.OSC, US.GA.Atlanta.Office, US.IL.Chicago.Office, US.MA.Cambridge.Office, US.NE.Remote, US.NJ.Bloomfield.Office, US.PA.Philadelphia.Office, US.TX.Allen.Office, US.TX.Irving.Office

Position Pay Range:

Pay Range may vary by geographical location

$121,634.00-$194,614.00

Summary:

The Director of Global Service Desk (GSD) works with leadership across CSG including Client Business Unit (CBU), Product Management, Service Owners and CSG Customers to ensure the Global Service Desk is aligned to meet their needs. As CSG’s business changes, including M&A and customer onboarding, this role will be engaged to ensure that our processes continue to evolve and scale to meet the need. The role will partner with the Global Service Desk process owners to keep processes contemporary and will be accountable for escalations, data analysis, and service reporting. This role will work very closely with the External Service Desk Mangers and is responsible for one or more Support Services team members.

Position Details:

Internal Customer Stakeholder Management

  • Host and manage Internal Customer stakeholder review meetings with the CBU/Service Owners
  • Provide stats and trend analysis for Incidents, Service Requests, Problems, Customer Feedback, CSAT scores, Service Improvement Plans (SIP’s)
  • Serve as an advisor to customer facing representatives and engage with the customers directly, if aligned with the CBU/Service Owner vision
  • Responsible for Customer onboarding, analyze ITSM tickets to ensure timely resolution and customer satisfaction
  • Responsible for Customer/Product Proactive Problem Management via stats and trends

External Service Desk Alignment, Training & Quality Assurance

  • Serve as a customer and product subject matter expert
  • Plan and manage External Service Desk training, quarterly reviews, and other activities with External Service Desk Managers
  • Drive, negotiate, and influence the External Service Desk team to ensure we meet and exceed our customer’s expectations
  • Plan, manage, and own the QA Process for the Global Service Desk
  • Provide input to the development of strategic goals and objectives
  • Manage one or more Support Services Team members

Exceptional Customer Experience

  • Conduct customer reviews and work with the Customer Centricity team to perform design thinking
  • Ensure continuous improvement of Customer Experience via the MyCSG portal
  • Analyze information and develop Customer/Product automation/AI roadmap
  • Increase service efficiencies, and increase Service Requests scope to the External Service Desk
  • Set tactical goals by customer and product area for the External Service Desk
  • Increase FLR and Customer CSAT Scores

Service Transition & M&A

  • Represent the Global Service Desk in mergers and acquisitions
  • Transition services to L1 support, ensuring transition is successful and aligned with the standard process

Process Owner & Service Owner

  • Own core ITIL processes
  • Ensure the process is fit for purpose and fit for use
  • Verify key stakeholders are aligned and up to date on process changes or projects
  • Service Owner for customer and product specific Knowledge articles for the External Service Desk
  • Ensure Customer/Product specific FAQ’s are continuously updated, maintained and used
  • Manage programs and improvement plans through to successful completion

Requirements:

  • ITIL Foundation Certification
  • Experience managing or directing within a Service Desk environment
  • Process improvement planning and implementation
  • Bachelor’s degree preferred
  • This job requires domestic and/or international travel up to 10%
  • Keeps abreast of all applicable regulations, laws (including the Bank Secrecy Act), card association rules and policies as they presently exist and as they change or are modified
  • Ensures that the staff are trained and evaluated on their knowledge of and adherence to compliance policies and procedures specific to their jobs
  • Understands and adheres to CSG Security and Compliance standards as they appear in Information Security, Acceptable Use, Code of Conduct, and other corporate policies

Benefits:

CSG is proud to offer employee-focused benefits that are robust in design and support a wide spectrum of employee well-being needs. Included in our benefits package is your choice of 3 medical plans administered by United HealthCare, MetLife dental, and vision coverage. CSG also offers an Incentive Savings Plan (401k), serviced by Fidelity Investments. CSG makes a dollar-for-dollar Matching Contribution based on the first 5.5% of your eligible pay you contribute as Pre-Tax or Roth After-Tax Contributions. All contributions are immediately 100% vested. At CSG, we recognize the ability to take time away to recharge is important. We offer a US Tiered Vacation Plan for non-exempt (hourly) roles, and a Flexible Vacation plan for all exempt (salaried) employees. For more benefit details, please Click Here.

This role is eligible for bonus and equity.

Job ID: 7475

Posted 22 days ago

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