Why will you enjoy this new opportunity?
VMware IT colleague Experience and Technology department provides end user technology services and support enabling efficiency and productivity of our colleagues.
In this role, you will have the responsibility to manage a highly skilled technical support team providing support in Spanish & English language in our organization.
You will work closely with all the IT service & product owners and collaborate with regional IT support teams to ensure Service Desk is delivering overall superior service and support to our colleagues.
You will be a part of an inclusive team where different minds work together to drive efficiency and productivity for our VMware colleagues.
What is primary need, technical challenge, and / or problem you will be responsible for?
You will be required to design, develop, and implement processes, systems, and technology to support and enhance the service desk support function, including workflow and incident management.
You will have to be involved in global strategic initiatives and assess the impact to ensure the best possible colleague experience.
Success in the Role : What are the performance goals over the first 6-12 months you will work toward completing?
We will need you to scale up the new team in Costa Rica in collaboration with larger team based out of India and build processes and team standards
We will need your ability to identify the loopholes in current process and identify improvements to achieve delightful support for our colleagues
Bring new ideas of innovation and automation excellence into the support team
What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
As a Service Desk Manager, you will :
Lead a Service Desk Team that provides support in both Spanish & English and manage day to day operations
Monitor and manage resources ensuring efficient and effective use of staff across working hours
Be responsible for resource planning and capability matching within the team
Ensure smooth transition of new businesses in Service desk
Provide a point of escalation for Service Desk and supervisory staff
Escalate issues as necessary to senior Management in accordance with Business escalation procedures
Manage the activities of Queue Managers and shift leads
Manage and initiate service quality and process improvement projects
Be involved in recruitment and induction process of all new hires
Manage staff tasks such as objective setting, performance review, and disciplinary matters
Assist to improve the Service desk cross functional relationship globally through discussion and on an individual incident basis
Deputize for senior management in their absence
Drives short term improvements against KPI's, but develops Customer Satisfaction plans for the long-term to meet overall customer satisfaction targets, which could include perception, and colleague survey
What is the leadership like for this role? What is the structure and culture of the team like?
This role will be reporting to the Colleague Support Manager who has expertise in people management, processes and various technology streams.
He focuses on reducing the reliance on manual efforts by replacing common, repetitive tasks with automated capabilities.
He works towards leading and building strategic directions to drive motivation & inspiration to deliver value proposition and delightful experience for VMware colleagues
What are the benefits and perks of working at VMware?
You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting .
Employee Stock Purchase Plan
Medical Coverage, Retirement, and Parental Leave Plans for All Family Types
Generous Time Off Programs
40 hours of paid time to volunteer in your community
Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities
Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)
Healthy and local inspired snacks in all our pantries
Category : Engineering and Technology
Subcategory : Desktop Systems
Experience : Manager and Professional
Full Time / Part Time : Full Time
Remote : Yes
Posted Date : 2020-11-11