Director, Service Desk

at Safelite AutoGlass
Location Columbus
Date Posted April 14, 2021
Category Trades & Services
Job Type Not Specified

Description

Find a career. Gain a family.

Safelite will be unlike any place you've ever worked. (This won't be just the daily grind!) You'll join caring and passionate teams that collaborate to make a difference, deliver extraordinary results and bring unexpected happiness. Every day. Your effort, heart and creative ideas will be valued and rewarded. And we care about your well-being. So, we'll strive to give you what you need to have a happy work/life balance.

Key Accountabilities:

  • Define the strategy and develop roadmaps to enhance Safelite's service delivery model.
  • Develop a communication framework and deliver accurate timely and relevant updates to key stakeholders regarding planned and unplanned technical business disruptions.
  • Collaborate with internal stakeholders and establish business critical system KPIs and monitor, track, report and modify plans, as appropriate, to deliver high levels of service and support.
  • Develop trusting partnerships with key stakeholders across all business segments.
  • Serve as escalation point for critical business service delivery related matters.
  • Monitor and adjust service delivery processes to ensure service level agreements are achieved.
  • Proactively solicit and action customer feedback to improve service levels, productivity, and customer satisfaction.
  • Mentor and grow a team of high performing service delivery associates.

Key Competencies:

  • Strong business partnership and collaboration
  • Operational focused with continuous improvement mindset
  • Business acumen/commercial insight
  • Servant leadership -- natural behavior of affiliative, visionary, coaching
  • Change agent
  • Communication - clear, concise, easy for the business to understand
  • Innovation mindset -- able to keep pace with the ever-changing technology landscape using that information to inform strategies and roadmaps

Experience:

  • Bachelor's Degree in Information Technology, Computer Science, related discipline or equivalent experience.
  • 10+ years of technology and related management experience
  • At least 3 years of experience working with cross-functional teams and staff of all levels including managed service providers.