IT Service Desk Lead

PepsiCo Turkey

• Bachelor’s degree required
• Minimum of 5 years of Service Desk Management experience preferred
• Strong oral and written communication skills
• Outstanding customer service skills
• Strong problem solving skills
• ITIL certification is a plus
• Strong management skills with the ability to develop teams and cultivate talent
• Ability to manage budget

İŞ TANIMI

• Executes on strategy that is aligned to Global Service Desk Management
• Manages Turkey Service Desk budget including period forecasts
• Executes global support strategy for the market ensuring integration of market activities (level 1, level 2, level 3 integration) for both infrastructure and application support
• Aligns local IT support processes and tools to ensure it maps to Global support model strategy
• Ensures consistent end-to-end service levels within Turkey
• Guarantees proper communication and coordination to IT function and various supported groups
• Ensures all teams adhere to enterprise policies for Incident, Problem, Change, Configuration, and Critical Incident Management
• Ensures integration of Turkey application support teams with defined global support and strategy
• Builds a high-performance team through hiring, training, developing, evaluating, and coaching resources. Provides coaching and mentoring to team members
• Complies with IT controls (e.g. SOX, risk management, CMMI, ITIL, corporate audit, etc.)
• Analyzes trouble reports from direct reports and conducts trend analysis
• Responsible for on-boarding new services (transition to sustain) and training the support teams on service desk processes and tools
• Implements process improvements and best practices to align with industry trends and position the team to meet future business requirements