Service Desk Manager

PepsiCo Turkey

*Bachelor's degree required
*Minimum of 5 years of related IT business work experience preferred
*Strong oral and written communication skills
*Outstanding customer service skills
*ITIL and/or CMMI certification or experience preferred
*Strong background in end user support
*Additional certifications: CCNA, HPCSA
*Very strong analytical and problem solving skills.
*Team management capability.
*Proactive approach and result oriented.
*Very strong communication skills and capable of influencing others.
*Strong management skills with the ability to develop teams and cultivate talent
*Articulate and persuasive leader with strong oral and written communication skills
*Ability to manage budget

İŞ TANIMI

• Analyzes trouble reports from direct reports and conducts trend analysis
• Escalates trouble reports when data warrants
• Identifies new technology needs that support business objectives proactively
• Focuses on continuous process improvement to implement proactive and pre-emptive solutions, reduce call volume and minimize customer impact
• Implements process improvements and best practices to align with industry trends and position the team to meet future business requirements
• Monitoring responsibilities of Field Services Team;

• Workplace environment support,
• Giving 1st level support of end user BIS equipment
• Support other teams (Service Desk Team, Technology Team and BS Team) in terms of field operations.
• Asset management,
• Mobile device support.

• Responsible for on-boarding new services and training the support teams on service desk processes and tools
• Assures incident management process and procedures are adhered to SLAs
• Builds a high performance team through hiring, training, developing, evaluating, and coaching resources
• Management of BIS Helpdesk SLA with other departments.
• Supporting budget management/reporting and BIS purchasing activities and related processes.
• Supports and is a champion of BIS strategies, goals and standards
• Complies with BIS controls (e.g. business continuity, disaster recovery, SOX, risk management, CMMI, ITIL, corporate audit, etc.)